Head of Garage Network

Reporting directly to the Chief Executive Officer, the Head of Garage Network role will is a key leadership role to drive and support our objectives to grow our garage network, prioritise retention of clients and measurement of KPI's, and actions/improvements required to support network stabilisation/growth.

Strategy & tactical:

• Develop and implement strategic plans to maintain/grow the garage network in alignment with the company's objectives
• Report on network health and analyse client trends to identify key challenges for resolution to increase customer satisfaction
• Explore new avenues to further enhance the company's customer care offering
• Identify areas of potential growth and new business opportunities
• Manage the scheduling of activities across project work streams, ensuring project management processes are in place and reporting progress to internal and external stakeholders via meetings, written reports and presentations
• Operate within the agreed business plan and budget to ensure that the department objectives are met, attending and participating proactively in SLT meetings, team meetings and other meetings as required

Client & Performance:

• Overall responsibility for the development, performance and maintenance of the company's customer service activities
• Oversee the utilisation of the CRM system to manage receiving, assessing, analysing, resolving and documenting client issues and complaints
• Resolve problems, complete audits, identify trends, analyse data, and implement change when necessary
• Prepare and complete action plans and socialise/implement ways of working
• Collaborate with the Sales team to maintain/grow the client base by counselling sales representatives, building and maintaining rapport with key clients, and identifying new client opportunities

Collaboration:

• Develop/maintain and manage relationships with key stakeholders (internal & external), clients and partners
• Collaborate closely and align with key internal stakeholders to understand the alignment between department strategies and delivery
• Collaborate with key internal stakeholders to ensure client feedback is delivered effectively and process reviews/improvement initiatives take place
• Build relationships with aligned organisations; identifying opportunities to work in partnership (E.g. Sales, Tech, Product)

Team Leadership and Management:

• Coach, direct and lead the garage network and customer care teams to ensure an aligned understanding of the deliverables
• Oversee recruitment, training, action and targets, performance management, development, coaching and over arching support of all team members to ensure targets are met
• Create strategies/internal processes to align on efficient and timely output

Compliance:

• Ensure all activities are in compliance with applicable laws and regulations
• Ensure robust compliance processes to protect sensitive client/business data
• Review current processes and implement new processes (as required) to mitigate any risks to the company's systems/data
• Operate in line with Niterra HQ processes/procedures/approval matrix
• Escalate any risks to business as priority to the CEO

Requirements

• Proven experience in a similar leadership role with experience of network strategies and client management exposure
• Strong negotiation skills
• Prior experience as a member of a management/leadership team
• Exceptional Leadership skills with a clear, concise and influential communication style and passion for driving and developing the workforce
• Excellent problem-solving skills and the ability to strategies and devise solutions
• Strong interpersonal and relationship building skills with networking abilities to drive results
• Willingness to partner, collaborate and influence across functional areas (E.g. Commercial, Technology and Product)
• Knowledge of industry trend to build strategy
• Passionate problem solver
• Experience of working in a matrix organisation with reporting to both operational and functional leadership
• Exceptional Leader and People Manager able to motivate, coach, influence and instill trust and confidence
• Leader who oversees the customer care governance
• Skilled in management processes such as business and organisation planning, change management, influencing multi-functional teams, communication and training
• High level of initiative, creativity, perseverance and flexibility
• Able to influence people and take decisions
• Good listening and communication skills across all levels
• Pro-active and hands-on mentality

Benefits

• Fully remote/flexible working
• Holidays: 25 days per annum + Birthday Leave (1 day)
• Private Medical Insurance (70% Company funded)
• Life Assurance (4x basic salary)
• Pension: 5.5% Employer contribution (5% Employee contribution)
• Employee Assistance Programme
• Flu vaccinations allowance
• Home-based allowance
• Eye test allowance
• 2 volunteering days
• Holiday Buy-Back Scheme: Buy 5 days additional holiday (After 1 years' service)