Fleet Customer Support Manager x ; North, South Stellantis Calex

About Us

Calex specialise in the design, development, and delivery of innovative learning programmes, predominantly within the automotive retail industry, including management, technical, aftersales and apprentice training. More recently we have begun working with forward‑thinking companies within the logistics, food & beverage, and pensions sectors to enhance their training proposition via the implementation of Virtual Learning Environments, Live Broadcasting and Social Learning Platforms.

Our Corporate Vision is to ‘Deliver inspirational, technology rich, fully integrated and personalised learning programmes that deliver beyond expectation’ and we work in close partnership with our clients to identify and implement innovative and effective learning solutions.

We are recruiting for two Fleet Customer Support Managers to join our field‑based Stellantis team, with opportunities available across both the North and South of the UK.

The primary purpose of this position is to hold the responsibility for managing Special Vehicles national fleet customer relationships for a defined territory within the UK.

Tact and diplomacy, coupled with an intolerance of the status quo, and a zeal for customer delight, will be essential to success. This role will work closely with the Stellantis Specialist Vehicle Operations team to achieve mutual success in both Sales and Aftersales. As the voice of a particularly important group of customers, the successful candidate must be able to influence and command respect from a wide variety of colleagues in other Departments, to bring coordination to what today is a disparate provision.

The role is to support the Specialist Customers regardless of brand and to provide a filter to ensure consistent support at a customer level not by any specific brand.

Access and knowledge of all Stellantis systems regardless of heritage and the ability to manage customer issue regardless of brand of system involved is paramount to managing the customer’s issue.

• Maintaining all aftersales / technical aspects and develop relationships with Emergency Service customers (Police, Ambulance, Fire), Royal Mail, and Key Converters to deliver excellent customer satisfaction, maximise sales, and profit opportunities.
• This includes liaison with Police, Ambulance and Royal Mail in particular (who operate their own workshops), to ensure recalls and quality campaigns are completed.
• Managing daily issues around vehicle off road, whilst working in conjunction with other departments (i.e., Parts), to develop solutions and processes that create efficiency and customer satisfaction.
• Building relationships and working closely with the Stellantis dealer network to ensure that services levels are high for these specialist customers.
• To be technically competent to enable inspection and obtaining information on technical and quality related issues (both for SVO customers and the wider fleet business), and work in conjunction with the Stellantis technical teams to either promote or support an acceptable resolution.
• Provide an acceptable service level from the team in terms of response time, customer outcome and customer satisfaction, across a wide (and growing) range of Fleet customers.
• Design and implement the routines, rhythms, and responsibilities, which will facilitate a structured, consistent, and robust customer management regardless of brand or geography.
• Develop and evolve relationships with Specialist Fleet customers as well as an effective working relationship with Stellantis parts, warranty & technical contacts to protect Stellantis relationships with strategic customers.
• Collaborate and consult with the Stellantis parts team to have robust processes to manage both back ordered parts, and proactively create solutions to minimise future issues (such as impressed stock).
• Work with parts colleagues to effectively communicate parts commercial offers, as well as explore growth opportunities with parts with the Specialist Customers.
• In conjunction with the Stellantis SVO Aftersales & Training Manager, ensure that Specialist Customers have the right tooling and training to…