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Global Relationship Manager - 1 Year Fixed Term Contract

West Midlands
Job Type
7 Sep 2022
About the JobRelationships mean everything to us, and this one is particularly special. You'll have an important part to play in automotive success that spans nearly 50 years.We're a fast-paced business, always delivering amazing quality and results for our customers. As Global Relationship Manager, you will lead, manage, coach, motivate and engage the global UL customer teams, to co-ordinate activities to achieve business goals through effective process management, continuous improvement, quality and a focus on self-development.Your role will be to ensure the UK & ROW (rest of world) Retailer Experience Customer Support, Claims and Retailer Experience teams not only deliver the required workload to KPI and quality standards but that they are the global centre of excellence for all processes and systems. You will ensure the Retailer Experience programme is at the heart of what we do and will work with our customers to develop and deliver service, process, and system enhancements focused on improvements for the customer, JLR, and Unipart.As part of your key responsibilities you'll:
  • Manage the UK and ROW Customer support teams (UK Retailer facing, ROW and Global team support, Claims, Parts Escalation and Retailer Experience) ensuring delivery of KPIs and agreed SLAs
  • Monitor resource against contact volumes ensuring the right headcount at the right time, ensuring all processes are regularly timed and documented to drive resource solutions
  • Be the key customer interface with JLR for regular performance reviews
  • Ensure the teams develop digital solutions to reduce inbound contacts and enable the customer team to support real issues
  • Develop business proposals / solutions for customer elements for UL new business propositions
  • Be the customer lead on the Unipart Supply Chain Institute, galvanising group wide solutions and standardise the solutions that Unipart offers across our business
  • Be the GDPR lead for the UK customer support team liaising with UL internal GDPR team to ensure compliance
  • Manage any direct team issues such as absence, time keeping, and performance through the appropriate policy and procedures and ensure that all information is recorded as required
  • Review and improve the operating environment through establishing and maintaining high standards of housekeeping
  • Ensure health and safety standards are achieved on an ongoing basis and actively promote individual responsibility for health and safety
  • Create and maintain a positive team culture and spirit, encouraging involvement from all team members
About You
  • We'd love you to have the following skills and experience, but please apply if you think you'd be able to perform well in this role!
  • Degree in business / customer management or equivalent job related experience
  • Must have excellent verbal and written communication skills
  • Experience of managing and leading a team remotely
  • Ability to work under pressure in a fast paced environment dealing with multiple queries and processes at a time
  • Excellent Communication and presentation skills and confident to present performance to customers and clients
  • Good IT skills with skills in Microsoft Office, SAP, google suite
  • Logical thinker with skills in understanding and interpreting data
  • Commitment to self-development and team development
  • Experience of delivering excellent customer service
  • Must have full driving licence and own transport
Global Relationship ManagerBlended working between home and Baginton with some travel to Appleby MagnaUp to £55,000 plus car allowance, 33 days holiday, pension, life assurance, employee assistance programme, wellbeing support, and flexible benefits schemeLocation: BagintonContract type: Full time, Fixed Term Contract (12 months)Hours: 40Salary: Up to £55,000Benefits: 33 days holiday, pension, life assurance, employee assistance programme, wellbeing support, and flexible benefits schemeYou may have experience in the following roles: Relationship Manager, Client Relations Executive, Financial Services, Account Manager, Business Development, Financial Advisor, Client Relationship Manager etcRef:
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  • Job Reference: 706200083-2
  • Date Posted: 7 September 2022
  • Recruiter: Unipart Logistics
    Unipart Logistics
  • Location: West Midlands
  • Salary: £55,000
  • Sector: Sales & Marketing
  • Job Type: Permanent