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Service Account Manager United-Kingdom/Ireland

Functieomschrijving

The organisation

The Mercedes-Benz Customer Assistance Center Maastricht (CAC) is the central point of contact in Europe, caring for the needs of current and prospective Mercedes-Benz and Smart customers. More than 42 different nationalities add diversity and enrich an organization dedicated to satisfied customers and high performance. Employees act as brand representatives ensuring that customers receive personal assistance in their own language at a consistently high level. Our Customer Service departments answer customer enquiries and complaints, while the Service24h department organizes roadside assistance for customers. Services related to customers mobility guarantee availability 24 hours a day, 365 days a year. The Retail Service department supports technical and product related competencies for CAC, Mercedes-Benz and external parties.

The function

Within the Operations department of the Mercedes-Benz CAC, the services are divided in different sub departments based on region or service, which are managed by the Service Account Managers. The Operations department covers the operational business for Service 24h and Customer Service for the dedicated market(s). Furthermore, the key account functions to the relevant authorities at wholesale level are dedicated to the function of the Key Account Manager. The Service Account Manager reports to the General Manager Operations (member of the Management Board).
We are currently looking for a Service Account Manager who will be leading the United-Kingdom/Ireland market. The market consists of 10 teams, 3 for Customer Service and 7 for Service 24h, each led by an Operations Manager. The UK/I market has in total 150 employees.
In the role as Service Account Manager you are a strong ambitious leader with the ability to act according to leadership principles. You want to develop your teams to a high performance; this means leadership in the team is essential. You are connected to your teams, people oriented and at the same time you can create a clear direction.
As a Service Account Manager you run operations, achieve high ambitions and you are able to implement changes. You are also in close contact with your stakeholders in the Mercedes-Benz Company. Strong communication skills are, besides in your role as a leader, key in these collaborations.
We are looking for a result driven and hands on manager. Who knows what happens in operations and can be part of strategic topics as well. A change driven leader who connects to the team and celebrate success together.
Task & Responsibilities:

  • Monitoring and steering operations with a clear focus on customer orientation, customer satisfaction and business excellence regarding productivity and quality of work.
  • Deal with escalated cases on national and international level.
  • Monitor Service Level Agreements (Confirmation of Services) with business partners.
  • Continuous development and optimization of processes.
  • Manage and coach team members (Operations Managers) and contracted partners in their specific roles according the business needs of the CAC.
  • Lead and motivate about 150 staff members by means of target agreements and performance reviews based on the corporate values, mission, vision and company regulations.
  • Ensure individual and task related qualification of the assigned staff.
  • Continuous monitoring and controlling of the team dedicated budget.
  • Ensure ongoing communication and alignment with relevant entities within the CAC, Head-Quarter, MPC’s and – if needed – other business partners.

Requirements

  • Academic level of working and thinking (graduate or proven by working experience)
  • At least 2 years of relevant management experience in the contact center industry on a comparable level is required
  • Experience in the automotive branch, in particular Sales and / or Aftersales is a plus
  • Ability to coach and challenge people, identify potentials and support improvements
  • Advanced IT knowledge and skills in application software MS Office, CRM-systems, Data warehouse Reporting, Cognos, Workforce Management Tools
  • Ability to work with ticket / e-mail systems
  • Ability to understand and use reports and statistics for a day to day steering, work planning and continuous improvement
  • Ability to overview situations, analyze for consequences and solve problems
  • Project Management skills (Houston methodology)
  • Ability to work on processes and procedures in order to improve them and to use statistics, figures and work planning
  • Goal and customer orientation, able to make decisions, drive to continuous improvement
  • Strong analytic thinking & strategic approach
  • Fluent English written & verbally
  • Excellent communication and negotiation skills
  • Target orientation, decision focused

We offer

• Join the “work hard/play hard” team culture
• Be part of an international and diverse team
• Development and grow path ensured by trainings and certifications
You will join a multicultural, innovative and informal international working environment with interesting conditions, both primary and secondary.
Furthermore, a health insurance at discount rate, a company bonus (variable payment) and a non-contributory pension plan are just some of the secondary benefits of working with us.
In addition, we offer a comprehensive relocation package.
Location
We are situated in Maastricht - a charming city in the south of the Netherlands - the very heart of Europe. It embodies elegance, class and culture as well as boasting a perfect destination for traveling to other areas of the continent.
Due to its location, Maastricht is a melting pot of different nationalities creating a vibrant, multi-lingual community in which it is easy to feel at home.

The procedure

Please use the application button to upload your CV and Letter of Motivation (English only) and any other documentation that adds value to your application. The application period will end on Wednesday August 24th, 2022. Assessments will take place in week 38.
For more information about the role, please contact the recruiter Joep Smeets, joep.smeets@mercedes-benz.com
An assessment will be part of the recruitment process.

Locatie

Maastricht

Opdrachtgever

Mercedes-Benz Customer Assistance Center Maastricht

Publicatiedatum

05.08.2022