Level 3 Regulated Support Agent | 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.

To learn more about Calex, please visit our website at

• Safeguard full compliance with Financial Conduct Authority rules for Regulated Case Management.
• Efficient management of CEO/SVP/Director escalated cases and liaison with Top Care Team.
• Ensure all Stellantis customer enquiries are responded to effectively, balancing Company policies and budgets with customer expectations, with a view to maintaining customer loyalty and Stellantis Corporate values.
• Research, investigate and identify the root cause of ‘escalated' customer enquiries.
• Decide and ensure implementation of the appropriate response/resolution to the customer enquiry.
• Maintain an active interest in the case until the problem has been resolved.
• Ensure appropriate use of the goodwill, loss of use, mobility and buy-back budget.
• Support the Stellantis Customer Care Managers in using the results of customer cases to identify non-compliances within the company's policies & procedures and to identify the need for corrective & preventative action to be taken.
• Support Levels 1 and 2 by sharing and communicating improvement feedback.
• Help the team to achieve objectives, working to agreed terms and individual standards.
• Build strong working relationships with the Customer Care Managers, as well as the Stellantis Field Force and other teams as necessary.
• Maintain contact with the Motor Ombudsman and represent Stellantis within the appropriate SMMT meetings and forums.
• Daily contact with the Stellantis Finance department for the management of all Customer Care related payments.

• Minimum 1 year back-office experience in a call centre, dealership or other area in the automotive sector.
• Experience in a previous similar role is preferred.
• Computer literate – competent in the main Microsoft Office and internet packages.
• Excellent verbal and written communication skills.
• Ability to prioritise conflicting workload to satisfy customers under pressure.
• Good understanding of operational activities of Customer Care Call centres, New Vehicle Distributors, Authorised Repairers and Distrigo Parts Hubs.
• Understanding of critical Consumer legislation (Consumer Rights Act, Consumer Duty, etc.).
• Good analytical skills.
• Proven ability in using communication applications such as telephony equipment.
• Demonstrable experience in prioritising a conflicting workload to satisfy customers under pressure.

• Be respectful to the sensitivity and confidentiality of the cases managed.
• Positive attitude and a desire to help customers.
• Consistent level of professionalism and a conscientious work ethic.
• Ability to be understanding, diplomatic, polite and apologetic where necessary.
• Active listening skills to understand the customer and respond with appropriate feedback.
• Good collaborative attitude and capacity to develop professional relationships among all Stellantis departments and with brand dealer networks.
• Ability to learn quickly in a changing environment, take own initiative and make decisions.
• Ability to remain objective in high pressure environments.
• Friendly and approachable even when busy, a team player.
• Good project management and problem solving skills.
• Logical approach to problem resolution; gathers facts, takes corrective actions, escalates problems at the appropriate stage.

• Caring & Supportive
• Open & Honest
• Welcoming & Inclusive
• Collabo…