Direct Sales Operations Team Leader

5 months ago

Daventry, United Kingdom Volvo Cars Full time

**Do you want to join us on our exciting journey?**

Volvo Cars is on an exciting journey, redefining the automotive experience by innovating to make people’s lives less complicated. We offer you a once-in-a-lifetime chance to make an impact in a company with unique opportunities to grow and make a true difference.

**Looking for more than a job?**

A job with meaning is more than a job. Creating the kind of positive change, we’re planning will need the skills of the world’s most talented people. In this role, you’ll have the opportunity to affect your future and that of millions of others in ways you may never have thought possible. Curious? We hope so.

**What’s in it for you?**

People are at the heart of our business. We want you to innovate, challenge and build a career at Volvo Cars. In return we offer hybrid working to allow for greater flexibility and work-life balance, further enabling us to reduce our environmental impact and support your personal circumstance. In addition, we offer flexible working, 15 days per year to work from any location in the world, 24 weeks enhanced parental leave and 28 days annual leave plus 4 fixed and 4 flexible bank holidays which you can use to support your personal beliefs at any time of the year. We also have a flexible benefits platform in which you can buy additional holiday and take advantage of family savings and shopping discounts. A preferential car lease scheme for employees and family members to utilise along with health & wellbeing initiatives, charitable giving days alongside personal growth and career development opportunities.

**What you’ll do**

The role enables an outstanding consumer experience by supporting the Direct Sales Operations Manager in the day to day activities of a team of Operation Consultants. The Team Leader acts as a point of contact and escalation for other team members for Retailer related questions and for Retailers that require additional support. They actively pick up Team Lead responsibilities including taking primary responsibility for adjusting processes in real time, assigning resources to the correct activities and to ensure that the goals for the team are met. They will also participate in relevant meetings, with the support and direction of the Direct Sales Operations Manager.

Your key deliverables will include:

- Provide a premium customer and retailer support by monitoring interactions and developing a deep understanding of what our Direct Sales consumers and retailers really want, so that the team can guide them appropriately.
- Act as a true Consumer advocate in our business who is empowered to offer individual resolutions.
- Develop strong working relationships with the Volvo retailers to support consumer delivery
- Develop team members by through mentoring, coaching and onboarding new joiners.
- Drive a culture of teamwork and advocate knowledge sharing within the team.
- Development of team members through development sessions.
- Actively develop and motivate the team by follow up performance assessment, and consistently provide relevant feedback to drive both performance and behaviour.
- implement the compliance of rules, directives and norms within the team.
- Collaborate with the process specialist to change, design and implement new process flows that deliver efficiency with the local process flow.
- Take a proactive role in identifying opportunities to deliver a vehicle to a retailer partner in the quickest and most sustainable way for our consumers.
- Take ownership, prioritising and collaborating with our central digital teams on system requirements and changes to drive efficiencies.
- Monitor and measure the commercial result of the interactions for each of the process flows, to ensure maximum returns for the stakeholder departments and brands.
- Constantly monitor workflows and workloads and adapt processes to ensure efficiency in the operation and a seamless customer experience.
- An excellent communicator with the ability to engage with several different stakeholders.
- Highly adaptable and positive to changes in assignments and priorities in order to manage and meet deadlines.
- Able to communicate positively with colleagues and customers at all levels, with authority and confidence.
- Calm under pressure with an organised nature and strong attention to detail.
- A team player, proactive in supporting and assisting the team.
- Able to handle numerous tasks concurrently.
- Genuinely interest in providing consumer resolutions.
- Motivated by working in a fast-paced, dynamic team with the ability to adapt, manage and meet deadlines.
- Systematic with a process-oriented way of working.
- Highly knowledge in complaint management.
- Experienced in taking responsibility for process handling.
- Fluent oral and written communication skills.

Knowledge or experience of CRM systems as well as a customer care or fleet management background would be highly desirable for this role, as well as first line

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