Connecting linkedin

Banner Default Image New

Automotive Customer Service and Workflow Lead

Automotive Customer Service and Workflow Lead

  • Location

    Warrington

  • Sector:

    Bodyshop & Accident Repair

  • Job type:

    Permanent

  • Salary:

    £40k - 65k per year

  • Contact:

    Kirsty Mellon

  • Contact email:

    Kirsty.mellon@autoskills-uk.com

  • Contact phone:

    07387100347

  • Salary high:

    65000

  • Salary low:

    40000

  • Job ref:

    JO0000020204

  • Published:

    almost 5 years ago

  • Expiry date:

    2019-05-16

  • Startdate:

    18/04/2019

Job Description

·Lead the business initiative to remove existing failure demand / waste from the Customer Support Centre, and then implement a migration strategy for the centralisation of all customer contacts
·Provide expert advice to support Senior Leadership Team decision making regarding demand, capacity and workload projections
·Deliver detailed workload projections, resource gap analysis and appropriate recruitment / resource plans to ensure delivery of the business plans
·Identify and understand call drivers and customer contact trends
·Analyse current and historical data to improve performance
·Lead the scheduling activity for the Customer Support Centre to ensure working patterns match customer contact behaviour, while balancing the business costs and the needs of our colleagues
·Identify and utilise operational levers within the Customer Support Centre, such as shrinkage and shift optimisation to ensure sufficient resource is available to meet customer demand
·Build and maintain strong, engaging relationships with Stakeholders across the organisation


Knowledge, Skills and Experience Required

·Proven background in successfully leading a business function and delivering results in line with plan
·Ability to develop initiatives that enhance the customer experience and reduce business costs
·Expert level understanding of end to end demand, capacity and resource planning methodologies
·Experience of leading high profile business change activity
·Strong stakeholder management skills and Senior Leader engagement (up to Director level)
·Excellent communication skills
·Strong analytical skills