We partner with automotive manufacturers and retailers to strengthen their relationships with their customers. Through flexible retention solutions, we create positive motoring experiences that lead to increased loyalty and greater profitability.
EMaC is a great place to build a career and there are plenty of exciting opportunities with us. We’re always looking for talented, enthusiastic individuals who are as keen as us to innovate, excite and make a real difference. Our view is that if we can help your career to grow, you’ll be helping us grow as a business – everyone wins.
We’re a proactive, can-do company. We strive to create a positive and happy environment where great ideas can flourish, empowering our people with the means, flexibility and opportunity to maximise their potential. We believe that everyone can make a difference.
We are an equal opportunity employer and value diversity at our company. We do not discriminate and take positive steps to create an inclusive culture.
Job Purpose:
The Function Manager is responsible for overseeing and optimising the operational performance of the Maintenance Department. The role involves leading the team to enhance productivity and promote employee morale and engagement. Whilst fostering a collaborative environment to deliver excellent service levels, encourage staff development and endorse continuous improvement. Working in collaboration with the Technical Manager to support the repair management journey.
Job Overview:
Reporting to the Maintenance Operations Manager, the Function Manager will be responsible for the day-to-day management of services in the Maintenance Department to ensure a succinct and efficient operation.
It will be the manager's responsibility to ensure the service runs without disruption by monitoring, delegating and providing support to both our clients and employees, to guarantee the delivery of a first-class, professional service.
The manager will be responsible for regular and ongoing engagement with all relevant stakeholders, peers and sub-ordinates in order to promote a streamlined, competent and resourceful operation by ensuring that repair processing is economical and efficient.
A self-starter, this position requires a focused and people-driven individual that has the ability to share the company vision, to improve and maintain responsibility of service levels and to drive strategic goals against budgets and business targets, improving and supporting all business repair processes.
Duties include:
* Team leadership and performance management.
* Monitoring resource and outputs and reacting to priorities via surge planning.
* Responsible for recruitment and training to support the growth strategy of the Department.
* Working in association with the Operations Manager to prepare MI for presentation in order to reflect and detect.
* Set an example for the team, support them in achieving their objectives, and ensure they follow all corporate rules and procedures.
* Be flexible and adapt in this role as the business grows and diversifies.
* Maximise return on investment through various avenues.
Role Requirements:
* Line management of Maintenance Supervisors, ensuring day-to-day operational activity meets company SLAs.
* Tracking performance of team and individuals, providing relevant feedback.
* Responsible for sufficient resource planning and reacting to priorities.
* Assist in recruiting, onboarding, and educating new hires.
* Support and manage quality assurance practices.
* Implement training programs to enhance skills and capabilities.
* Review process flows and documentation periodically.
* Provide MI reporting for the Operations Manager and Director.
* Complete performance reviews and support personal development plans.
* Complete monthly payroll responsibilities.
* Provide an escalation point for complaints.
* Advocate for employee engagement and promote team morale.
* Ensure adherence to compliance and operational standards.
* Manage relevant issues including operational legislation and compliance.
* Maintain the status and image of the Company.
* Ensure compliance with health and safety and quality policy.
* Accountability for all department outputs via the Maintenance Supervisors.
* Management and assignment of all Customer and Dealer requests.
* Monitoring work productivity and ensuring tasks are actioned in priority order.
* Drive and support initiatives requiring management.
* Provide effective leadership and promote teamwork.
* Address performance issues constructively.
* Support in consumer/client escalations.
* Encourage profitability and drive business revenue through improved processes.
* Maintain relationships with key contacts at suppliers and partners.
* Approve annual leave requests and conduct return to work meetings.
* Support the development of agents through 1-2-1s.
* Lead incentive initiatives for employee engagement.
* Implement new processes when required.
* Lead team forums and conduct ongoing training.
* Support the business and direct reports efficiently.
* Work with the departmental Manager to ensure KPIs are met.
* Complete probationary reviews of new starters.
What you’ll need:
* Minimum 3 years management experience within Claims/Warranty Repair Centre.
* High level of customer service experience.
* Self-motivated, flexible, and reliable.
* Growth mindset and embrace change.
* Ability to work well under pressure.
* Confident and professional approach.
* General PC skills & experience in MS Office.
* Fast learner to fit in with a busy office environment.
* Attentive to detail.
* Understanding of EMaC’s operational practices preferred.
* Compliance with all policies and procedures as identified in the Company Handbook.
What you’ll get in return:
* No late evenings.
* A flexible hybrid approach to the working week.
* 25 days holiday (pro-rata), increasing to a maximum of 32 days with service.
* Employee benefits scheme including health cash plan, dental cover, and more.
* Employee Recognition Awards.
* Long Service Award Scheme.
Job type:
* Full Time – Remote
* Permanent opportunity
* Salary dependent on experience
Please be advised that this role will be subject to a Financial Records check and a Basic DBS.
Job Types: Full-time, Permanent
Benefits:
* Additional leave
* Casual dress
* Company pension
* Cycle to work scheme
* Discounted or free food
* Free parking
* Health & wellbeing programme
* Life insurance
* On-site parking
* Private dental insurance
* Private medical insurance
* Sick pay
Schedule:
* Monday to Friday
Ability to commute/relocate:
* Crewe: reliably commute or plan to relocate before starting work (required)
Application question(s):
* How many years experience do you have of managing people?
Education:
* Bachelor's (preferred)
Work Location: In person
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