North America - Client Services Manager

Job Title North America - Client Services Manager Location Dallas Department North  America Aftersales You will be responsible for managing the Client Services team in the day to day distribution of inbound customer contact as well as personally resolving customer issues as equitably as possible. You will also be responsible for ensuring that key deadlines for reporting and internal communications are adhered to.

You will be responsible for evaluating claims against consumer protection statues.  You will take ownership of claims and when necessary represent McLaren in arbitrations and other legal settings.

Lastly, this role will be pivotal in supporting the provision of Client Services insight to the regional teams, highlighting the performance of their specific regions and enabling them to drive improvements where required.

This is an excellent opportunity to play a pivotal role in the future of McLaren Aftersales during a period of rapid and exciting business growth. Reporting directly to the Vice President of Aftersales.

You will be responsible for managing the Client Services Team, achieving associated KPI, tracking performance, managing budgets, and dealing directly with McLaren customers from the Americas Regions with both professionalism and speed. You will play a pivotal role in understanding and addressing any issues they may have surrounding their ownership experience, while supporting in providing the wider business with insight into the root-cause of their contact.

Customer Experience – To ensure that the McLaren customer experience is considered to be the benchmark, even in the event of a complaint or expression of dissatisfaction Reporting – To maintain Client Services reporting requirements, ensuring all deadlines are met and that work is completed to a high standard of quality and attention to detail
- Customer relations / complaint handling experience
- Proven ability to act under pressure with calmness, clarity of thought
- Excellent communication skills (written and verbal)- Negotiation skills
- Dynamic, with the ability to respond to challenging situations in an innovative manner

We offer a wide – ranging benefits package, which includes:
* Structured career development framework
* 15 days’ holiday, plus bank holiday
* Private Medical Insurance 101 paid by company
* 401k Company Matched
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