Volvo Action Service at Volvo Trucks takes care of Volvo customers across Europe, by getting them back on the road, whenever they experience a breakdown of their vehicle. We follow up the status of the breakdowns and negotiate solutions to logistic and technical problems. We strive for customer success, and take problem solving to the next level. Our European offices are located in Ghent (Belgium), Rugby (United Kingdom). Our colleagues come from all over the world, and we offer a 24/7 customer support, for more than 16 different languages.
What will you be doing?
As Customer Experience Delivery Manager, you co-develop and drive the strategic direction within designated Operational Teams closely collaborating with your peers and working collaboratively with other functions within the Volvo Group
You will secure the implementation of Change Management initiatives within the scope of your operational responsibility to support the significant digital transformation programs being implemented to achieve our 2025 operational vision
You will be responsible for planning and implementing strategies and operations within our customer experience center. You will ensure system and process functionality and productivity. You will lead 3 teams located in two European Offices, each team consisting of approx. 15 staff and a Team Manager.
You will coach and develop business and people in line with our Volvo leadership principles
Lead with passion
Ensure your team has a clear understanding of the Volvo Action Service Operational Priorities in support of achieving Volvo Truck Vision.
Coach, support and develop your team creating respect, trust, and motivation
Secure individual and team engagement through regular and effective communication.
Initiate regular performance touchpoints to ensure performance and development targets are discussed encouraging engagement
To be fully responsible for the selection, onboarding, development, and retention strategies within your teams.
Empower & Liaise with Team managers, Operational teams and third parties to gather information and resolve issues.
Drive and initiate change within your operational Teams
Perform with purpose
Creating and implementing operational strategy
Manage operational efficiency through the effective use of ‘workforce management’ tools and methodology.
Secure the proactive management of the live escalations & mitigate the risk of Customer dissatisfaction.
Determine key KPIs (Key Performance Indicators) - Evaluate and report on KPIs for your teams, ensuring that all members are informed on their and their teams’ performance
Drive performance achievement across all Contracts to ensure SLAs (service level agreements) are being achieved and breaches are being mitigated
Implement process changes and service enhancements with the active support of the change manager, the training coordinator, and the Operations support
Forecast and analyze data against operational targets on a weekly and/or monthly basis
Drive Service delivery performance with the VAS (Volvo Action Service) Markets and their respective Sales Area in accordance with defined performance targets.
This is you
Strong people leadership skills and can demonstrate experience working in a customer facing operations centre.
Self-driven, growth focussed and can balance multiple priorities
Excellent collaboration skills, with the ability to influence across multicultural teams and departments
Ability to work under pressure and to meet tight deadlines
A strategic and analytical mind
Ability to create visual presentations and present to senior stakeholders
Fluent in written and spoken English
You can display relevant business experience in application of organizational changes, workforce planning management, change management
Interested in this challenging opportunity, apply and we will reach out to you.
For candidates from abroad, relocationsupport will be provided.
HIring Manager: Paul Martin
HRBP: Emma Parry