About our client
Our client is the world’s largest automotive services company and, through its unparalleled range of products and services, drives every stage of the used vehicle lifecycle. A subsidiary of Atlanta based groups, one of the world’s leading media companies and providers of automotive services, our client handles nearly 10 million used vehicles worldwide, facilitating transactions representing more than $50 billion in value. In the UK, they provide a national physical and on-line auction network, comprising 18 centres.
They also provide vehicle inspection, repair, reconditioning and pre-sale preparation; transport; logistics; full defleet management and outsourced end-of-contract administration. In addition, our client is the UK’s leading automotive digital marketing specialist providing retail marketing and specialist web marketing support to more than 85% of the Top 200 UK dealer groups.
About the Role
They are now looking to appoint an Assistant General Manager - Service Delivery who will be responsible for leading, managing and driving all aspects of the Service Delivery Function, providing dedicated support and resource to ensure customer service excellence is maintained at all times, championing change and ensuring operational excellence, compliance and efficiency.
You will develop relationships with clients (vendors and buyers) who use the auction centre and for identifying and developing opportunities to build new business for the centre, enhance personal understanding of client needs, and continually develop networking opportunities and professional relationships with the branch key buyers and vendors.
Ensuring service delivery to all clients meets all contractual and quality KPIs, including Vendor SLA compliance, exceeding client expectations and demonstrates continuous improvement, be the initial point of escalation for all service delivery enquiries, both internal and external and when necessary, to handle customer complaints efficiently and effectively, keeping the number of escalated queries to a minimum and support with meeting and comply with the ICS accreditation standards, taking appropriate action with your teams to drive service excellence.
They are looking for someone who has proven leadership experience within a similar environment, successfully managing teams, experience of working within rigid regulations and procedures and within a customer facing role with the ability to resolve customer queries and complaints to a mutual satisfaction. You will have budgetary and business planning experience, experience in understanding and analysing financial reports or budgets with the ability to analyse data to drive performance and a proven track record of improving performance and profitability through change management and process efficiency.
You should have excellent customer service and administration skills, excellent interpersonal and communication skills both verbal and written, strong time management and organisational skills with the ability to work to tight deadlines, good analytical skills with the ability to work in line with KPI’s and SLA’s and an understanding of the Payments Office and the process and regulations.
This is a Blue Octopus Recruitment Ltd vacancy who are operating as an employment agency. Once you have clicked to apply for this vacancy, we will then send you more information on the role including a copy of the application form via email.
- Continuous Improvement
- General Manager
- Service Delivery
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