Job Description
We are:
Genesis is a global automotive brand selling an award-winning range of premium luxury cars and was launched in Europe, including the UK, in 2021.
In our world, we are truly customer centric – our goal and passion is to ‘Deliver Excellence’ throughout the customer buying and ownership journey; of this, there can be no compromise. This includes how we work with our colleagues and business.
In 2022, we launched 3 award winning new electric vehicles, moved into our new head office and opened our second brand, product and experiential Studio in London and there’s more to come. Shortly, we will continue our expansion with the opening of our 3rd Studio in Edinburgh.
Our Values
Progressive, Audacious, Distinctly Korean, Teamwork, Passionate, Caring, Proactive, United
The role
This exciting opportunity would suit a proactive, Customer Services Manager professional who has an eye for detail, is passionate about ensuring that our customers have an experience that exceeds their expectations and can thrive in a dynamic working environment.
Core responsibilities
As our Customer Services Manager, you will become our ‘customer champion’.
Your responsibilities will include:
- Creating and a establishing a Customer Services Department, including systems, policies and processes.
- Investigating complex complaints and problem solving with relevant stakeholders.
- Applying all appropriate resources available to resolve cases, using both financial and non-financial tools.
- Judging the most appropriate support for customers and retailers with goodwill and vehicle repurchase decisions, minimising cost exposure to the company whilst maintaining the ethos of our strategic customer promise.
- To proactively monitor and report on key trends in consumer behaviour, key product issues and retailer performance, using this insight to propose effective solutions to senior management.
- Provide a single point of contact for any business area in a time of difficulty, including the SLT/ Board level escalations, sensitive cases, legal, press and liability and rejection cases.
- Retain customers within our brand and use challenging circumstances to react positively and turn customers into brand ambassadors.
- Work in collaboration with the business to manage crisis topics eg. Recalls, Newspaper articles, etc.
Core Skill and Experience Required
- A proven track record of managing a Customer Services Department in a fast paced B2C business.
- Knowledge and experience of applying legal and regulatory principles to outcomes in a commercially sensitive environment.
- Excellent coaching, management and negotiation skills gained in a customer-facing role.
- Evidence of continue improvement actions in developing a customer services department.
- Evidence of developing, designing and improving the complaint and escalation process across all levels of the business.
- Tracking, reporting and being accountable for key performance measures.
- Analysing complaint data and conducting surveys to identify continuous improvement actions and presenting to senior management.
- Identify and highlight any trends across the business around customer experience.
- Build and develop strong cross-functional relationships to deliver Customer Experience improvements.
- Review procedures, recommending to the Senior Leadership team any proposals which will enhance our service and deliver best in class customer experiences.
- Keep up to date with industry standards and best practice to implement changes in process when necessary.
- Experience of dealing with multiple tasks concurrently.
- An understanding of a luxury customer experience.
Personal Profile
- Outstanding written and oral communication skills, with an ability to adapt your communication style to meet new audiences and channels.
- A team player - track record of quickly build rapport and contribution to a team in a productive way.
- A customer centric, commercial mindset.
- You must have excellent computer/ Microsoft office skills.
- You will have excellent presentation skills.
- You will have a proactive, ‘can do’ attitude.
- Automotive industry experienced preferred.
- Live within a reasonable daily commute of Maidenhead.
Benefits
- Salary 50,000 - 55,000 DOE
- Employee Car Ownership Scheme
- 25 days holiday
- Life Assurance
- Company Pension
- Private Medical Insurance
- Benefits Platform
- Company Events
Job Types: Full-time, Permanent
Salary: £50,000.00-£55,000.00 per year
Benefits:
- Company car
- Company events
- Company pension
- Employee discount
- Life insurance
- Private medical insurance
- Sick pay
- Store discount
Schedule:
Supplemental pay types:
Ability to commute/relocate:
- Maidenhead: reliably commute or plan to relocate before starting work (required)
Application question(s):
- How many years experience do you have managing a customer services department?
Work Location: In person
Application deadline: 30/05/2023