Customer Experience Centre Manager

This is a field based role requiring 3 days either at Leatherhead (Head Office) or at our Customer Experience Centre (Birmingham Area) so must have flexibility to travel.  2 days flexible working from home. 

Competitive Salary, Company Car, Private Medical Insurance, Flexible Benefits, Pension 6% Matched and access to exciting Hyundai Sponsored Events!

We are now recruiting for an experience Customer Experience Contact Centre manager who has a proactive and solution driven mind-set.  You will engage, identify and develop, in collaboration with the appropriate HMUK teams, Retailer network and appropriate affiliates (e.g., HMC; HME; Hyundai Capital), a best-in-class automotive Customer Experience Centre 

You will lead and manage the HMUK Customer Experience Centre (HCEC) to achieve financial and operational KPI’s, effective customer centered practices and process and organisational structures with our partner providers that deliver demonstrable, tangible, and robust improvements in the customer and Retailer experience.

Key Responsibilities:

• Research, identify and implement best practice customer handling within and external to, the automotive industry
• Positive influence HMUK’s strategical direction regarding customer engagement and the future of the Hyundai Customer Experience Centre aligned with this strategy 
• Define, agree, and deliver against operational and financial budgets including full cost centre control, agreed plans and Service Level Agreement KPI’s for the HCEC 
• Lead, manage and negotiate positive contracts with partner providers that meet financial plans and good governance 
• Build effective relationships across all HMUK departments; the HMUK retailer network, affiliates (e.g., HMC; HME) and partner providers (e.g., The AA) to deliver customer and commercial objectives for HMUK in relation to the HCSC   
• Influence the Hyundai retailer network and secure its commitment to delivering against legal, ethical, and expected service levels and issue resolution
• Ensure all customers and retailers are managed in keeping with the Hyundai Values, Standards and legal obligations

About you:

• Best in class relationship building skills and an ability to manage challenging situations
• Effectively influence, engage, and communicate with a diverse range of stakeholders within the retailer network and HMUK, in a variety of business settings
• Ability to embrace, understand and promote customer led strategies and developments
• Enjoy a dynamic work environment and embrace/influence innovative ideas and change
• Ability to identify, understand and impart tangible business improvements
• Background and understanding in customer support processes improvement 
• Ability to positively represent HMUK with retailers, partner providers and wider audiences as required
• A practical and comprehensive level of financial and commercial awareness with strong analytical skills 
• Good organisational skills with an ability to prioritise and adapt, sometimes at short notice
• Ability to manage your own time/diary aligned with business priorities
• Ability to create, develop, lead and mange a diverse team of customer centric people
• Ability to travel to retailer and partner provider locations as required