Location: Melton Mowbray – Hybrid – Three Days In Office
Employment Type: Full-Time/Permanent
Salary: Competitive Salary and up-to 10% Bonus
Hours: Monday-Friday
Think the AA is just about roadside assistance? Think again!
As one of the UK's most trusted brands, we provide a wide range of services to millions of customers. From comprehensive Home and Motor Insurance to personalised Financial Services like Loans and Savings, and outstanding B2B, Consumer, Business Services, Driver Training, Car Care, and Service Maintenance and Repair, we've got you covered. Our mission is to keep Britain moving, and we're looking for dedicated individuals to join our team. Ready to join us?
This is the job
As a Customer Manager, you will be directly responsible for achieving service excellence and meeting cost targets within the Prestige Fleet Servicing Operations. Working on a shift basis to cover our customer support hours, you will lead a dedicated team to provide exceptional, tailored service to customers with bespoke needs. This role is vital for gaining a competitive edge through service differentiation.
What will I be doing?
* Leading and motivating a large team of Team Leaders, Customer Advisors, and Customer Experience Coaches to achieve performance targets and meet Customer Service Standards
* Building and managing highly capable, service-oriented teams through selection, induction, training, direction setting, guidance, coaching, and consistent application of best practice policies and procedures
* Promoting a culture of change and continuous improvement
* Conducting team performance reviews and assisting in setting and implementing short and medium-term targets and incentives
* Contributing to managing a multi-million-pound budget, including parts cost and leakage, invoice GP, and identifying potential financial risks
* Overseeing the effective use of all business IS systems by Customer Advisors, both within and outside the office
* Proactively managing customer contacts when service expectations are not met, empathising within authority levels to maintain high customer satisfaction and a positive public perception of the business
* Protecting the AA Prestige Brand value and minimise claims and adverse publicity
* Optimising the use of all assigned resources, responding to changes in workload, staff levels, and resource availability
* Conducting and supporting meetings with key stakeholders, both internal and external, to build relationships and support the Prestige brand
* Analysing trends and root causes to proactively identify preventive actions for managing people and process improvements
* Assisting with operational projects and new initiatives, including onboarding new customers, investigation analysis, and report writing, to support AA Prestige Fleet Servicing objectives
* Liaising with key stakeholders, including accounts, to exercise financial controls, avoid unnecessary costs, and contribute to income generation
* Managing absence, disciplinary, and grievance processes effectively
What do I need?
* Proven ability to lead and motivate large teams, including Team Leaders, Customer Advisors, and Customer experience Coaches
* Experience in building, managing, and developing service-oriented teams through selection, induction, training, and coaching
* Ability to conduct performance reviews, set targets, and implement incentives
* Experience in managing both long-term and short-term team absences effectively
* Experience in contributing to the management of a multi-million-pound budget, including cost control and financial risk identification
* Proficiency in overseeing the use of business IS systems by Customer Advisors
* Strong skills in managing customer interactions, especially in situations where service expectations are not met, to maintain high customer satisfaction
* Ability to protect brand value and minimise claims and adverse publicity
* Skills in optimising the use of resources and responding to changes in workload and staff levels
* Experience in conducting and supporting meetings with key stakeholders to build relationships and support the brand
* Ability to analyse trends and root causes to identify preventive actions for people and process improvements
* Experience in assisting with operational projects and new initiatives, including onboarding new customers and report writing
* Skills in liaising with stakeholders to exercise financial controls and contribute to income generation.
Additional Information
We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including:
* 25 days annual leave plus bank holidays + holiday buying scheme
* Worksave pension scheme with up to 7% employer contribution
* Free AA breakdown membership from Day 1 plus 50% discount for family and friends
* Discounts on AA products including car and home insurance
* Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more
* Company funded life assurance
* Diverse learning and development opportunities to support you to progress in your career
* Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family
Plus, so much more!
We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.
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