GEELY Auto UK are seeking a Service Operations Manager.

Reporting into the Aftersales Director the Service Operations Manager is responsible for developing, coordinating, and maintaining the Customer Service offering that aligns Company Standards and Customer Expectations, enhancing Satisfaction through data analysis, consumer offers, process optimisation and system developments and initiatives.

MAIN RESPONSIBILITIES

After-sales System Construction & Coordination:
• Lead the development and coordination of the Aftersales Processes to enhance user satisfaction.
• Formulate and execute plans for constructing and integrating various modules of the Customer journey.
• Maintain the Aftersales experience, including updating standards, processes, and policies.
• Contribute to the implementation of digital platforms for service operations.

Establishment of Aftersales Service System:
• Design and establish a robust aftersales service system aligned with company standards and customer expectations.
• Continuously improve the system to incorporate best practices and innovations.
Service Operation Data Analysis:
• Conduct detailed analyses of service operation data to identify trends, performance metrics, and areas for improvement.
• Use data-driven insights to optimize operational efficiency and enhance customer satisfaction.

Service Capability Improvement:
• Develop and implement strategies to enhance service capabilities through training, process improvements, and technological advancements.
• Collaborate with cross-functional teams to ensure consistent quality and service excellence.
Operational Analysis and Improvement:
• Analyse operational capabilities and revenues to identify areas for improvement.
• Work closely with the Aftersales Service Manager to implement corrective actions and ensure sustainable business growth.

Customer Experience Enhancement:
• Support the creation of service IPs, marketing campaigns, and communication strategies to improve customer experience and satisfaction.
• Engage in customer care initiatives and contribute to the development of differentiated services.

Customer Contact Centre:
• Create & develop an effective Customer Contact Centre, working with external Service Providers to ensure the performance meets Company & Customer expectations.
• Assist in handling customer complaints and conducting Customer Satisfaction Index (CSI) surveys.
• Collaborate with the Aftersales Service Manager to address issues and enhance customer satisfaction.

Support Aftersales Strategies:
• Assist in the development and execution of after-sales service strategies.
• Participate in cross-functional teams to ensure alignment with broader business goals.
• Administrative and Operational Tasks.

PRINCIPLE CONTACTS/WORKING RELATIONSHIPS

• Direct Report into: Aftersales Service Director
• Internal stakeholders: Business Communication, Sales, Dealer Network Development, Marketing, and functional departments
• External Stakeholders: Dealers network and Insurance agencies.

EDUCATION, TRAINING AND EXPERIENCE

Education:
• Bachelor’s degree in business, Finance, Automotive technology, Engineering, Customer Service or a related field or relevant working experience.

Experience:
• Experience in automotive service operations, preferably within a dealer group or car brand company.
• Proven track record in aftersales service management.

SKILLS & PERSONAL CHARACTERISTICS REQUIRED

Skills
• Strong communication and interpersonal skills.
• Proficiency in using digital tools and platforms for service operations.
• Ability to analyse data and make informed decisions.
• Adaptability and a willingness to embrace change and innovation.

Attributes:
Team player with strong leadership qualities:
• A collaborative team player with the confidence to take the lead and guide other employees when necessary.
• Ability to build and maintain strong relationships with colleagues and stakeholders.
Results-oriented and proactive:
• Highly driven and motivated to achieve results in a fast-paced, dynamic environment.
• Proactive and resourceful in identifying and addressing potential challenges.
• Customer-centric mindset and a proactive approach to problem-solving. Committed to enhancing customer satisfaction and contributing to the success of the after-sales business.

Resilience and adaptability:
• Ability to thrive under pressure and manage competing demands effectively.
Commitment to ethical standards:
• Adherence to the highest ethical standards in all aspects of the role.
Passion for the industry:
• A genuine interest in the automotive industry and a passion for delivering the best service possible.

Important Information

Lotus Cars are advertising this role on behalf of Geely Auto UK.

Geely Auto UK

Regus Midsummer Court

314 Midsummer Boulevard

Milton Keynes

MK9 1AL

Please register your interest by emailing: chloe.cripps@levc.com

Privacy Policy

Lotus Cars is advertising this vacancy on behalf of Geely Auto UK.

Your personal information will be processed by Geely Auto UK solely for recruitment purposes related to this vacancy. By applying, you consent to your data being shared with relevant internal stakeholders for the purpose of assessing your suitability for the role. Your details will be retained only for as long as necessary to complete the recruitment process, unless you provide consent for future opportunities.

For further information on how your data will be handled, please contact chloe.cripps@levc.com

POWERING PROGRESS

The Geely story began in 1986 with a simple but powerful idea.

When founder, Eric Li, chose the name Geely, meaning ‘lucky’, it was about much more than just good fortune. His ambition was to build something that would move people forward with confidence and optimism.

Today, that same spirit drives everything Geely does.

With nearly 30 years of automotive expertise, cutting-edge R&D and global outlook, Geely works to create smarter, more sustainable ways to travel. Enhancing life as we know it.

The company has been an automotive game-changer to this day. Innovatively and passionately forging a new road through its iconic brands: Geely Auto, Volvo Cars, Polestar, Lotus, Zeekr, Lynk & Co, London Electric Vehicle Company, Farizon and more.

All of which means choosing Geely isn’t just choosing a car, but unlimited possibility. In a future we build together.

With Geely’s growing presence in the UK, we look forward to welcoming talented individuals to join us in shaping the future of mobility.