LEVC Mtech (Geely Auto)

Service Operation Manager

Circa £60,000 + Benefits

Milton Keynes

Who Are We?

LEVC (London Electric Vehicle Company) has been a leader in sustainable mobility, renowned for our innovative electric TX taxi. Expanding on this legacy, we’ve launched LEVC Mtech (Geely Auto), a sister company focused on revolutionising the UK passenger vehicle market. Backed by the Geely Group and driven by cutting-edge technology, LEVC Mtech (Geely Auto) is committed to delivering smart, energy-efficient vehicles that will accelerate the transition to a zero-carbon future.

Why Join Us?

At LEVC Mtech (Geely Auto), we foster a high-performance, results-driven culture that thrives on speed, innovation, and adaptability. By joining us, you’ll:

• Work in a fast-paced environment where bold decisions and impactful contributions are valued.
• Have opportunities to grow quickly, develop new skills, and thrive in a dynamic industry.
• Be part of a team focused on driving innovation, delivering results, and shaping the future of sustainable mobility.

The Opportunity
LEVC Mtech (Geely Auto) is leading a project to introduce a range of new energy passenger vehicles tailored for the UK market. We’re looking for ambitious individuals who want to make an impact in a company committed to innovation and sustainability.

If you’re ready to take the next step in your career and help drive change in the automotive industry, we’d love to hear from you!

About the role

Reporting into the Aftersales Director the Service Operations Manager is responsible for developing, coordinating, and maintaining the Customer Service offering that aligns Company Standards and Customer Expectations, enhancing Satisfaction through data analysis, consumer offers, process optimisation and system developments and initiatives.

Main Responsibilities:

⚡ After-sales System Construction & Coordination:

• Lead the development and coordination of the Aftersales Processes to enhance user satisfaction.
• Formulate and execute plans for constructing and integrating various modules of the Customer journey.
• Maintain the Aftersales experience, including updating standards, processes, and policies.
• Contribute to the implementation of digital platforms for service operations.

⚡ Establishment of Aftersales Service System:

• Design and establish a robust aftersales service system aligned with company standards and customer expectations.
• Continuously improve the system to incorporate best practices and innovations

⚡ Service Operation Data Analysis:

• Conduct detailed analyses of service operation data to identify trends, performance metrics, and areas for improvement.
• Use data-driven insights to optimize operational efficiency and enhance customer satisfaction.

⚡ Service Capability Improvement:

• Develop and implement strategies to enhance service capabilities through training, process improvements, and technological advancements.
• Collaborate with cross-functional teams to ensure consistent quality and service excellence.

⚡ Customer Experience Enhancement:

• Support the creation of service IPs, marketing campaigns, and communication strategies to improve customer experience and satisfaction.
• Engage in customer care initiatives and contribute to the development of differentiated services.

• Create & develop an effective Customer Contact Centre, working with external Service Providers to ensure the performance meets Company & Customer expectations.
• Assist in handling customer complaints and conducting Customer Satisfaction Index (CSI) surveys.
• Collaborate with the Aftersales Service Manager to address issues and enhance customer satisfaction.

Experience to succeed

⚡ Bachelor’s degree in business, Finance, Automotive technology, Engineering, Customer Service or a related field.

⚡ Minimum of 5 years of experience in automotive service operations, preferably within a dealer group or car brand company.

⚡ Proven track record in after-sales service management.

⚡ Strong communication and interpersonal skills.

⚡ Proficiency in using digital tools and platforms for service operations.

⚡ Ability to analyse data and make informed decisions. 

⚡ Adaptability and a willingness to embrace change and innovation.

Attributes

⚡ Team player with strong leadership qualities:

• A collaborative team player with the confidence to take the lead and guide other employees when necessary.
• Ability to build and maintain strong relationships with colleagues and stakeholders.

⚡ Results-oriented and proactive:

• Highly driven and motivated to achieve results in a fast-paced, dynamic environment.
• Proactive and resourceful in identifying and addressing potential challenges.
• Customer-centric mindset and a proactive approach to problem-solving. Committed to enhancing customer satisfaction and contributing to the success of the after-sales business.

⚡ Resilience and adaptability:

• Ability to thrive under pressure and manage competing demands effectively.

⚡ Commitment to ethical standards:

• Adherence to the highest ethical standards in all aspects of the role.

⚡ Passion for the industry:

• A genuine interest in the automotive industry and a passion for delivering the best service possible.

What we can offer you

⚡ Competitive salary

⚡ Car allowance 

⚡ 25 days’ annual leave plus bank holidays

⚡ Hybrid working available between base location/home

⚡ Life insurance, cycle to work scheme, and a salary sacrifice pension scheme

⚡ Health and wellbeing support, including Medicash health care scheme, Employee Assistance Programme, available 24/7 365 days and network of mental health first aiders

⚡ Salary extras giving you discounts across various retailers (e.g supermarkets, eating out, and leisure activities)

⚡ Modern offices with access to amenities

At LEVC, whatever your role, you truly have the opportunity to join a team that helps you perform at your best.