Project Manager - Level 1 Agent Team

Country Project Manager - Level 1 Agent Team

Location:

Coventry (Full-time, Mon‑Friday)

The Country Project Manager is the primary lead for Level 1 Agent operations in the UK. You will ensure that technical support and service quality are perfectly aligned with standards and client expectations. This role is a blend of hands‑on team coaching, project governance, and proactive stakeholder management.

• KPI Ownership:
  Drive the delivery of all operational targets, SLAs, and customer satisfaction metrics.
• Performance Reviews:
  Chair regular reviews with clients to analyse case handling, response times, and quality.
• Data Analysis:
  Produce clear reports and use performance data to implement corrective action plans when needed.
• Quality Assurance:
  Oversee all deliverables to ensure they meet brand, safety, and business standards.

• Coaching & Management:
  Provide daily direction and operational guidance to the Level 1 Agent team.
• Development:
  Manage onboarding, training, and annual performance reviews to upskill your team.
• Escalation Lead:
  Support agents with complex cases and remove operational roadblocks.

• Primary Interface:
  Act as the main contact for the client's national team regarding Level 1 activities.
• Collaboration:
  
  Build strong relationships with dealers, Technical Delegates, and internal stakeholders.
• Strategy:
  Support the piloting of new service solutions and contribute to long‑term programme planning.

• Proven Project Management experience, ideally within the automotive or mobility sectors.
• People Management skills (leading small operational teams and coaching).
• Background in Technical Support, Customer Care, or Aftersales.
• Track record of meeting or exceeding KPIs/SLAs.

• Analytical Thinking:
  Ability to interpret data (volumes, handling times) to solve root‑cause issues.
• Software:
  Expert user of MS Office (Excel & PowerPoint) and CRM/Ticketing tools.
• Communication:
  Strong presentation skills with the ability to adapt to different audiences.
• Accountability:
  Ability to operate autonomously and take ownership of project outcomes.

• Experience with Business Intelligence tools (Power BI, Tableau).
• Familiarity with OEM dealer operations and technical assistance flows.

• Competitive Salary & Company Laptop.
• 25 days annual leave + Life Assurance.
• Benefits:
  Contributory pension, cashback healthcare, and Car Salary Exchange scheme.
• Growth:
  Global career progression opportunities within a company of 5,000+ experts.