Head of Technical and Customer Services

Role Description

We are looking for a motivated individual to join our Aftersales team and take the lead in driving customer and technical excellence. You will coach and support our Customer Service and Dealer Technical Support colleagues, ensuring they deliver efficient, accurate, customer-focused solutions every time.

In this role, you will manage enquiries through our online systems, oversee homologation and compliance processes, and work closely with the factory in Korea on type approval, recalls, and technical bulletins. You will also support warranty investigations, liaise with the motor ombudsman on escalations, and provide training to the KGM import centre.

Collaboration is key in this role. You will partner with field teams and other departments to keep our dealer network running smoothly. If you thrive on variety, problem‑solving, and leading people, this role offers the chance to make a real impact in delivering outstanding service to our customers and partners.

Role Responsibilities

• Responsible for the coaching, day-to-day leadership, career development, and appraisal for the Customer Service and Dealer Technical Support colleagues
• Oversee the management of customer service and technical enquiries submitted via the online system and ensure an accurate record of all communications is maintained
• Responsible for the submission and management of homologation and compliance responsibilities
• Responsible for liaising with KGMC homologation department to ensure vehicle type approval and compliance
• Support the relationship with KGMC regarding technical advice, support, recalls and bulletins
• Liaise with the motor ombudsman regarding customer escalations, providing evidence and documents as required to support the investigation
• To support the warranty team 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
• Responsible for providing technical support and training to the KGM import centre
• Ad hoc duties as required – willingness to assist other team members during busy periods

Work Experience Requirements

• Essential:
• o Current high level technical vehicle diagnostic experience
• o Electric vehicle (EV) current high level vehicle diagnostic experience
• Desirable:
• o Customer service experience
• o Team management and development experience

Qualifications

• Minimum of Level 3 City & Guilds Motor Vehicle qualification (or equivalent)
• Minimum of IMI Level 3 Electric/Hybrid Vehicle System Repair and Replacement qualification (or equivalent)

Skills, Abilities, and Competencies

• The ability to work under pressure
• Strong technical aptitude and problem-solving skills
• Strong communication skills
• The ability to communicate effectively with colleagues and customers
• Strong level of ability with Microsoft Office software
• Ability to meet required deadlines with minimum supervision
• Strong time management skills
• A professional appearance and manner

Personal Attributes

• Committed to delivering an exceptional level of customer service
• Professional at all times
• Able to work well both in a team and independently
• Reliable
• Able to manage own time and prioritise workload accordingly
• Positive approach to problem solving

Training

• Full in-house systems training will be given
• External training courses provided, where appropriate
• Further training and development opportunities may be available

Our Company Values

• TRUST: Build strong partnerships through honesty and accountability
• DEDICATION: Strive for brilliance in everything we do
• PUSH BOUNDARIES: Drive innovation by embracing new challenges and ideas
• CUSTOMER FOCUS: Driving excellence by understanding every need.

Job Types: Full-time, Permanent

Pay: £40,000.00-£45,000.00 per year

Benefits:

• Company car
• Company events
• Company pension
• Cycle to work scheme
• Employee mentoring programme
• Free parking
• Health & wellbeing programme
• Life insurance
• On-site parking

Application question(s):

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

Experience:

• technical motor vehicle: 2 years (required)

Work Location: In person