Service Excellence Lead

Inchcape is the leading global automotive distributor operating in more than 40 markets. We partner with some of the biggest brands in the business to power better mobility today and in the future.
Our diverse global team of over 20,000 talented people foster an inclusive and collaborative culture, championing a brilliant experience for our customers and partners. We’re a dynamic and fast-growing business, dedicated to shaping a successful and sustainable future for the industry.
Here, you will unlock your full potential with career opportunities and learning experiences. You’ll work with cutting-edge technology, ground-breaking innovation, and forward-thinking colleagues. If you are highly driven with a can-do attitude, and you bring out the best in yourself and others, then join us to power new futures.

Our Aftersales Team is currently looking for a talented Service Excellence Lead to be responsible for leading a high-performing service team that delivers exceptional customer experiences. This role focuses on ensuring customer satisfaction, retention, and business growth by managing service operations, communication, revenue generation, and team engagement. The Service Excellence Lead plays a key role in driving operational efficiency and delivering on commitments to both customers and employees.

Here’s what you’ll be doing:
•    Business Performance: Achieve departmental revenue targets, manage work-in-progress, and execute process improvements to optimize revenue and minimize liabilities.
•    Customer Satisfaction: Continuously improve service operations to meet and exceed customer expectations. Analyze customer feedback and adjust operations to ensure exceptional service.
•    Team Leadership: Lead, motivate, and coach the service team to achieve operational goals. Ensure accountability and encourage team involvement in decision-making.
•    Training & Development: Implement ongoing training programs to support team development and ensure employees receive necessary certifications. Ensure business continuity through cross-training
•    Operational Efficiency: Establish and track KPIs to monitor performance and identify areas for improvement. Ensure effective communication between departments and resolve issues promptly.
•    Conflict Resolution: Address customer and staff issues with professionalism and maintain composure in high-pressure situations.
•    Other Duties: Attend meetings, prepare reports, and always ensure a professional appearance.

We'll make a match if you meet the following requirements:
•    A degree in business administration, management, or a related field is preferred.  Certifications or courses related to customer service management are a plus.
•    At least 5-years’ experience in a supervisory role.
•    Proven experience in managing service operations, driving business performance, and handling customer feedback.
•    Skilled in using data and feedback to drive process improvements and inform decision-making.
•    Experience in coaching, training, and motivating teams.

Role Information:
•    Reports to: Service & Operational Excellence Manager 
•    Location: Warrens, St. Michael
•    Work Model: On Site
 

At Inchcape Americas, we are committed to building a diverse, inclusive, and authentic workplace. Inchcape is for everyone. If you are enthusiastic about this role and share our values of delivering great experiences through innovative thinking and working better together, we invite you to apply.
 
We support diversity and inclusion in all its forms, without discrimination based on age, gender, sexual orientation, nationality, religion, or disability.