About Us
Calex specialise in the design, development, and delivery of innovative learning programmes, predominantly within the automotive retail industry, including management, technical, aftersales and apprentice training. More recently we have begun working with forward-thinking companies within the logistics, food & beverage, and pensions sectors to enhance their training proposition via the implementation of Virtual Learning Environments, Live Broadcasting and Social Learning Platforms.
Our Corporate Vision is to ‘Deliver inspirational, technology rich, fully integrated and personalised learning programmes that deliver beyond expectation’ and we work in close partnership with our clients to identify and implement innovative and effective learning solutions.
To learn more about Calex, please visit our website at www.calexuk.com
We are currently seeking to recruit Fleet Customer Care Agents to primarily support the Uptime Command Centre Manager (UCCM) as part of the Stellantis Fleet Customer Care team in delivering objectives to minimise vehicle downtime and deliver excellence in customer satisfaction.
The successful candidates will enjoy direct contact with Fleet customers in our Dealer Network as well as internal business functions such as Aftersales, Technical, Network Development. The core task involves being able to actively listen and ask probing questions to understand the customer’s needs and determine the best course of action, via telephone and email.
Key Responsibilities
- To deliver the objectives, focusing on working to provide effective customer management and the highest standards of communication.
- Manage Fleet Customer Care cases via Salesforce, responding to enquiries by phone, email, and webform.
- Listen to customers, identify and understand their needs and concerns.
- Provide timely, accurate responses to customers and explain possible solutions clearly.
- Implement solutions and manage cases through to completion, ensuring the customers feel supported and valued.
- Handle customer enquiries effectively while balancing company policies and budgets with customer expectations and maintaining Stellantis Corporate values.
- Follow the Stellantis Escalation Process for handling complex or high priority cases.
- Research, investigate and identify the root cause of escalated customer enquiries.
- Maintain an active interest in a case until the problem has been resolved and the case closed.
- Meet call centre performance targets while delivering high quality customer support.
- Ensure responsible use of the goodwill, loss of use, mobility and buy-back budget.
- Support continuous improvement within the team by identifying policy or process issues from customer feedback.
- Build strong relationships with customers and other team members.
- Continuously expand product and Stellantis knowledge through training and learning opportunities.
About You
- Minimum 1 year of customer service experience within a contact centre, dealership, or similar environment.
- Automotive industry knowledge preferred, or the ability to quickly understand technical information.
- Competent in Microsoft Office or Google Workspace; CRM and telephony system experience is advantageous.
- Passion for delivering excellent customer service.
- Friendly, patient, and professional approach when dealing with customers with the ability to be empathetic and confident in handling sensitive customer situations.
- Strong work ethic with a positive and proactive attitude.
- Adaptable and able to thrive in a fast-paced environment.
- Excellent written and verbal communication skills.
- Strong attention to detail and accuracy when handling customer information.
- Quick to learn new systems, processes, and technologies.
- Strong problem-solving skills with the ability to identify issues and take appropriate action.
- Able to work independently, use initiative, and make sound decisions.
- A collaborative team player who can build positive relationships with colleagues and stakeholders.
- Full, valid driving licence preferred.
Our Calex Core Values
We are looking for an individual who aligns with our company core values:
- Caring & Supportive
- Open & Honest
- Welcoming & Inclusive
- Collaborative & Inspiring
- Enjoyable & Rewarding
- Flexible & Adaptable
- Accountable & Reliable
- Healthy & Sustainable
To apply, please provide a full and up to date copy of your CV together with a covering letter detailing the skills that make you suitable for this role.
Salary & Benefits: Up to £28,000 dependant on experience. 25 Days Annual Leave, Calex Employee Benefits Packages (Inc Private GP and Healthcare Services, High Street Discounts, Discounted Gym Memberships and on Demand 24 Hour Wellbeing Service (Counselling and Advice), Life Assurance, Pension, optional private Healthcare cover.
Contract: Permanent / Full Time
Working Hours: Monday to Friday / 40 hours per week
Place of Work: Stellantis, Pinley House, 2 Sunbeam Way, Coventry CV3 1ND
Pre-employment Checks: Calex will undertake the relevant/standard employment checks with any successful candidate. This includes contacting all nominated referees, as well as checking candidate ID, driving licence (if appropriate) and right to work in the UK. Some roles may also be subject to further pre-employment checks (confirmation will be provided through the recruitment process). The nature of this role may necessitate that we undertake a DBS check.
Employment: The successful candidate will be employed by Calex UK (www.calexuk.com).
Visa Sponsorship: Although Calex UK is on the register of Worker and Temporary Worker licensed sponsors, there is not an opportunity of sponsorship for this specific role.
