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Sales Support Helpdesk Supervisor

Company overview

EMaC work in close partnership with vehicle manufacturers and dealerships to strengthen their aftersales relationships with their customers, creating positive experiences that lead to increased loyalty and greater revenues. We call this ‘Ownercare’. The core of the business is service plans: with a live book of 1.8 million customers we are the acknowledged UK leader. We use reliable, highly evolved platforms to integrate our systems with our clients’. We offer customer service that is second-to-none and we take responsibility so that our clients can focus on their strengths, knowing that their customers are in great hands. In 2019 we estimate that we created over a quarter of a billion pounds worth of potential revenue to our dealer partners.

EMaC is a great place to build a career. We’re fresh in our thinking and we look to do things differently, so there are plenty of exciting opportunities with us. We’re always looking for talented, enthusiastic individuals who are as keen as us to innovate, excite and make a real difference. Our view is that if we can help your career to grow, you’ll be helping us grow as a business – everyone wins.

EMaC is a great place to work and learn. The pace is fast. We have a strong team spirit and there’s a real buzz about the environment. To help you settle in and feel at home, we’ll provide you with a full business induction plus training and job benefits. Our support is available at every step of the way!

 Job purpose:

The purpose of this role is to lead, steer and promote the Sales Support Helpdesk to provide the ultimate level of service to our clients – both internally and externally. This will be achieved through techniques such as proactive engagement with our clients, acting as a conduit between SME and client and providing best practice client coaching. You will be the leader of the Sales Support Helpdesk Technicians and will drive their development in line with the Helpdesk strategy and support them through their day-to-day activities.

You will work closely with the Sales Support Helpdesk Manager to assist in delivering the strategical goals for the Sales Support Helpdesk. You will also work closely with the key stakeholders within the organisation in order to help achieve EMaC’s business strategy. You will play a pivotal role in putting the Helpdesk onto the ‘EMaC Map’ as you work to establish the team as the central hub of the business whilst ensuring the maximum return on investment from the Helpdesk.

Job summary

Reporting to the Sales Support Helpdesk Manager, the Sales Support Helpdesk Supervisor will lead the Helpdesk to maximise its outputs both in line with the operational directive and the overall business strategy. Working in close conjunction with EMaC’s key stakeholders and a number of key contacts amongst our suppliers and partners, the Supervisor will be confident in gathering feedback, setting and managing expectations and will play a key role in overviewing the delivery of key launches of new and existing products. As the business continues to develop and expand, the Supervisor will be required to install and manage new processes into the department – including any quality assurance and the subsequent MI reporting.

The ability to be flexible and adapt in this role is key. As the business grows and diversifies, it’s imperative that the leader of this team is constantly seeking ways to drive improvement within both the team and the wider business. Maximising return on investment is vital for the Sales Support Helpdesk and the leader will work to ensure that this is optimised at all times through a multitude of avenues. Additionally, the Supervisor will lead the Sales Support Helpdesk Technicians. The Supervisor will develop the technicians through 1-2-1s, PDPs, training and coaching in line with the goals and outputs for the department. They will conduct the monthly performance reporting for the technicians, feedback the findings and assist with working on any areas for improvement. They will use this QA to drive improvement to processes and practices completed within the team.

A stickler for perfection, the Supervisor will be able to hold the Technicians accountable for ensuring their work is accurate and timely each and every time. They will guide the team whilst managing workload prioritisation. They will collate MI on a daily, weekly, and monthly basis and work with the technicians to ensure that the departmental KPIs are being met. They will work in association with the Sales Support Helpdesk Manager to prepare this MI for presentation to the Operational Managers and Heads of Department and present when required.

The Supervisor will be responsible for recruiting new Technicians to the department when required.  Following on from this they will onboard, induct and organise the training for the new starter. The Supervisor will provide ongoing support and guidance and conduct the probationary review before integrating the new starter into the regular team.

What you’ll need:

  • Excellent communicator
  • Excellent problem solver
  • Well organised with the ability to manage competing deadlines and expectations
  • Works well under pressure
  • Attention to detail
  • Ability to engage and support clients and partners
  • Knowledge of the automotive industry (Desirable)
  • Experience of leading others (Desirable)
  • Experience of supporting change initiatives (Desirable)

What you’ll get in return:

  • Competitive Salary
  • No late evenings
  • Working only 1 in 4 Saturday mornings (paid at time and a half)
  • 33 days holiday (including bank holidays)
  • Employee benefits scheme, including holiday purchase scheme, health cash plan, travel insurance and life insurance.
  • Employee of the Quarter awards
  • Long Service recognition at 1, 3, 5, 10  and 20 years

Job type

  • 40 hours per week
  • Permanent
  • Up to £24,500 DOE


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