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Customer Operations Section Manager

Date: 15-Apr-2019

Location: Bracknell, GB

Company: Honda Motor Europe Ltd

Job Title:Customer Operations Section Manager 
Department:UK - Customer & Aftersales (30000008) 
Job Location: Bracknell (UK-BRCK) 


The Customer is at the heart of the Honda business in order to retain and satisfy our loyal customers. The Customer Operations Section Manager is a key role within the Customer Operations Department, having a direct impact on managing all dealer contact for Technical and Warranty. This role is responsible for delivering an experience that differentiates us from our competitors. This a key people leader with proven experience in inspiring, motivating and engaging with their people.


This role is to lead a team of Dealer Technical Support and Warranty co-ordinators to deliver a first class service to our dealer networks. The main focus is to lead and develop the best quality operation so that our dealer networks can fulfil our customer needs.


In addition, this role will be a pivotal link within the Customer and Aftersales department, the dealer network and the area field team for all three product groups, Automotive, Motorcycle and Power Products.


The ideal candidate will have an excellent understanding of the Customer, strong relationship, motivational and leadership skills with the ability to identify operational issues and implement corrective actions to further support the effectiveness of the department that leads to increased Customer and Dealer satisfaction.


The successful candidate will have excellent people management and leadership skills with the ability to identify key contact trends and implement necessary countermeasures to resolve the root cause of customer contacts delivering the Technical & Warranty Operations Department SLA’s.


Main Responsibilities:  

  • Manage, lead, motivate and develop the team to deliver an industry leading dealer technical and warranty support service to all product networks.
  • Own the resourcing strategy of the team including forecasting of workloads and implementing countermeasures and also managing the third party supplier in recruitment and placement of good quality team members.
  • Performance manage and actively coach all team members against Honda SLA’s, ensuring the team provide the best value to the dealer network.
  • Facilitate all monthly 121’s and Appraisals in line with the Honda Appraisal process for all team members.
  • Provide the vision to evolve our dealer support to be industry leading by challenging existing working practices and developing creative strategies to deliver first class service.
  • Define the strategic direction for Dealer handling to maximise excellent dealer support to guarantee customer retention and satisfaction on complex technical and warranty issues.
  • Utilise key stakeholders in the business to resolve serious customer issues quickly and effectively with a view to minimising the impact on the business.
  • Define and implement team policies, processes and standards and ensure they are in place to deliver the service our dealers require.
  • Produce a suite of MI reports to measure the departments performance against set SLA’s and develop and implement the necessary countermeasures.
  • Manage the relationship between the Customer Relations and the Technical and Warranty team promoting working together and putting the customer first in all scenarios.
  • Communicate with our dealer networks to ensure a good understanding exists of all Dealer Technical and warranty processes, including identification and development of dealers where process is not understood.
  • Liaise and coordinate across all areas of the business, fostering positive constructive relations that solve the root cause of customer issues.
  • Sharing results with the applicable business areas to identify and develop necessary resolutions. 
  • Review and monitor the volume of contacts to ensure adequate resource to meet the required service levels and preferred response method of customer.

Qualifications, skills and experience required:  

  • Graduate or equivalent experience
  • Extensive people management experience
  • Experience of managing a business section
  • Budget management skills
  • IT literate

Key competencies:

  • Ability to lead and motivate a team
  • Strong analytical and problem solving skills
  • A clear understanding of best way to handle high volume inbound and outbound contacts
  • Excellent communication and interpersonal skills with the ability to communicate effectively in a sympathetic manner
  • Proven ability to think outside the box to solve customer problems
  • A high level of customer and dealer empathy
  • Ability to identify performance gaps and develop efficient and timely countermeasures
  • A skilful negotiator who demonstrates a fair and open handed approach
  • Confident presenter with the ability to communicate effectively across all business levels.
  • A genuine desire to understand our customers whilst being prepared to conflict with policy and process if they are out of touch with customer needs. 

Honda Motor Europe is dedicated to the principle of creating equal opportunities within the workplace for all associates, agency workers, contractors, job applicants and visitors. Central to this is Honda's commitment to being a fair, discrimination free company that accepts the uniqueness and differences of people around the world and adheres to the principle that all people are created equal. This commitment comes directly from the Honda Philosophy and belief that we all work together for a common purpose. Honda recruits, hires, trains and promotes into all levels the most qualified individuals without regard to race, colour, origin, religion, gender, sexual orientation, age, disability or any other protected characteristic.

Job Segment: Operations Manager, Manager, Technical Support, Operations, Management, Automotive, Technology

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