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Head of Technical and Customer Services

4 months ago

Swindon, United Kingdom KGM Motors UK Full time

**Role overview**

Responsible for the strong team of Customer and Technical Executives based at our Swindon office, the individual will deliver exceptional results for all technical and customer queries, aiming to deliver the best solution for all every time.

Additional tasks will be wide reaching in scope as our business develops and grows.

**Our values**
- CORE VALUES:_

Integrity
- Trust
- Teamwork
- Customer Focus
- ASPIRATIONAL VALUES:_

Innovation
- Excellence
- Proactive
- Community Awareness

**Main functions**
- Responsible for the coaching, day-to-day leadership, career development, and appraisal for the **Customer and Technical Service Executives**:

- Manage technical enquiries submitted via the online system and maintain an accurate record of all communications
- Working closely with the **Head of Warranty** to manage warranty claims handling, maximising claim recovery rates
- To support the **Head of Warranty** with their investigation of warranty claim anomalies
- Responsible for technical and customer dealer systems and processes
- Liaison with the field team, and other departments, regarding technical and customer support matters
- Support and develop own role to mirror homologation and compliance responsibilities of the **General Service Manager**:

- Support the relationship with the KGM factory regarding technical advice, support, recalls and bulletins
- Shared responsibility with the **General Service Manager **to provide technical support to the port
- Ad hoc duties as required - willingness to assist other team members during busy periods

**Work experience requirements**
- Current high level technical vehicle diagnostic experience (essential)
- Electric vehicle (EV) current high level vehicle diagnostic experience (essential)
- Customer service experience (desirable)
- Team management and development experience (desirable)
- Salesforce experience (desirable)
- Prior experience with DMS systems e.g. Kerridge (desirable)

**Education requirements**
- Minimum of Level 3 City and Guilds Motor Vehicle qualification (or equivalent)

**Skills/abilities required**
- Excellent verbal and written communication skills.
- Excellent interpersonal, negotiation, and conflict resolution skills.
- Excellent organisational skills and attention to detail.
- Excellent time management skills with a proven ability to meet deadlines.
- Ability to work within a team.
- Ability to prioritize tasks.
- Ability to act with integrity, professionalism, and confidentiality.
- Proficient with Microsoft Office Suite or related software.
- Experience in data management.
- Proficiency with or the ability to quickly learn new systems and processes.

**Personal Attributes**
- Committed to delivering an exceptional level of customer service
- Professional at all times
- Reliable
- Positive approach to problem solving

Application deadline: 04/03/2024

**Job Types**: Full-time, Permanent

**Salary**: £40,000.00-£45,000.00 per year

**Benefits**:

- Company car
- Company events
- Company pension
- Employee mentoring programme
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking

Schedule:

- Monday to Friday

Application question(s):

- Do you hold a Level 3 City and Guilds Motor Vehicle (or equivalent) qualification?

**Experience**:

- technical motor vehicle: 2 years (required)

Ability to Commute:

- Swindon (required)

Work Location: In person

Application deadline: 19/02/2024