About ChanganChangan Automobile, one of the world’s leading automotive manufacturers from China, brings a rich heritage and global reach to the UK market. With a presence in Europe & UK since the early 2000s through design and R&D centres, Changan has now established its UK National Sales Company, marking a new commitment to the region. Operations across multiple European markets will begin in 2025, introducing Changan's vehicle line up that blends European design excellence with advanced Chinese technology. Driven by innovation and quality, Changan is excited to deliver intelligent, stylish, and sustainable mobility solutions tailored for Europe & UK.Overview of RoleWe are seeking an experienced Customer Care Manager to support the setup of Customer Service excellence for the UK. Your goal is to ensure absolute customer satisfaction, respond to customer inquiries, resolve issues and build lasting relationships with our customers. Responsibilities include setting 3rd party call centres and implementing strategies to improve quality of service, customer retention, and customer satisfaction.Our ideal candidate will possess excellent communication skills, a customer-oriented attitude, and leadership abilities with extensive knowledge in problem solving, aptitude ability to be resourceful, methodical and consistent in approach, following correct process and working within recognised authority and appropriate escalation levels.Reporting to the After Sales Director, the role requires a hands-on approach as we scale the business from the ground up. As the Customer Care Manager, you’ll have the unique opportunity to use your Customer Service expertise and skills to shape the Changan business in the UK.This will be aligned with and supported by the teams in Europe and China and delivered to the same outstanding levels as the Changan product.The role will be based at our NSC in Birmingham.RequirementsA recognised qualification or relevant experience within the automotive environmentExperience in providing customer service supportKnowledge of performance evaluation and customer service metricsSystems experience of Excel, Microsoft Office, SAP and customer service softwareOutstanding written and verbal communication skillsStrong decision-making and problem-solving skillsGood business acumenAbility to build and maintain effective relationshipsPassion for improving customer satisfactionAgility and flexibilitySelf-motivation, demonstrate initiative and enthusiasmAbility to deal with high pressure situationsCommitment to getting the job done by fixed deadlinesPossess passion for technology and digitilisation in the automotive industryDuties & ResponsibilitiesImplement customer service policies and proceduresRecruit, manage and lead a team of customer service staffSupport the setup of call centres where requiredProvide training and mentorship to team membersRespond to customer service issues in a timely mannerCreate effective customer service procedures, policies, and standardsDevelop customer satisfaction goals and coordinate with the team to meet them on a steady basisEngage with customers and build relationships to promote customer retentionConduct regular audits and analysis to assess the performance of the teamImplement strategies to improve quality of service, productivity, and profitabilityAmbassador for harnessing the approved dealer relationship across regionDeploy and support retention targets towards a world class customer experience frameworkOther FeaturesA culturally enriching role with the opportunity to build something monumental. A diverse, multinational team.Start-up energy within secure corporate structures.Competitive, rewarding compensation package, based on your qualifications and experience.If you are selected for an interview, our recruitment team will contact you directly. Unfortunately, due to the high volume of applications, we are unable to inform the candidates who are not shortlisted or provide specific feedback.
Job Title
UK Customer Care Manager