Team Manager - Customer Care

Ready to inspire change?

Do you step forward when opportunity arises? What can you see that others don’t, in those around you? We’re on the lookout for inspirational managers who want to bring out the best in their people. If you can inspire a team and guide people towards growth, this is your chance. The world of mobility is changing. Come and make your mark.

Customer Care – let’s introduce ourselves

Customer Care is an enthusiastic, dynamic organization within Volvo Cars, providing consumers world-class customer care by engaging them with our products, services, and offers. Care is spearheading the company’s fast transformation, building high-quality, long-lasting relationships directly with our consumers. As we accelerate our online business, turning Volvocars.com into a fully-fledged online sales channel, Customer Care plays an essential role in supporting consumers as they learn about and shop for our cars.

What you’ll do

To keep up with Volvo Cars’ bold ambitions to go electric and online, Customer Care is expanding all over the world, and developing our service offering. This will allow us to use new technology to meet consumers’ expectations, delivering personal, effortless, and respectful experiences. To succeed, we need the right talent, and that is where you come in!

We are now recruiting for a Team Manager who will be supporting and leading a team of multiskilled agents towards the settled KPI’s to develop the everyday business. In this role, you will have full personnel responsibility and monitor workflows within your team. You will work with continuous improvements, understand consumer needs, and follow up on the service goals. You will collaborate between different stakeholders and colleagues across the organization and lead communication trainings.

Your responsibility will include developing the entire Nordic Customer Care Center cross functionally to find the best synergies across borders. Since your team will be growing, you will be responsible for the recruitment of new colleagues into your team. Scheduling the workforce of each of your team members and follow up on performances will also be among your key daily tasks.

To be able to provide timely support to our consumers we are open every day, all year round and work in shifts spanning between mornings, evenings, and weekends. We are a company who values the personal collaboration, communication, and creative environment that arise from being physically present at the office together with our colleagues.

This role is based at our HQ in Gothenburg. We apply a flexible way of working, combining work from the office with work from home.

What you’ll bring

As we are in a phase of transformation, we are looking for someone with an analytical approach and a doer-attitude who thrives in a high-pace environment to succeed in steering, leading, coaching, and reaching targets towards consumer satisfaction and world class service levels.

In this role, change leadership and ownership of the whole area is in focus, and you as a leader have a business-close and operational approach. With your prioritizing and coaching skills and ability to take initiatives, you manage the team’s daily operations and maintain highest possible standard for our operational quality and support.

With a target oriented and structured way of working, you supervise and analyze data daily to identify opportunities for improvement and increased efficiency. Focusing on continuous improvements, you help ensure that escalations and consumer complaints are handled swiftly and efficiently to provide a seamless and world-class consumer experience. You ensure implementation and follow-up of our policies and processes in an organized way, as well as ensure that they are complied with by your team.

You share our enthusiasm for a strong co-leadership and are skilled in building relationships cross-culturally, with your communication skills as one of your most valuable tools.

We put great emphasis on our employees’ development and growth. Therefore, we see that you hold experience as leader in personnel development within customer support or similar businesses. You are experienced in coaching and training employees to help your team reach their highest potential, and you have a flexible mindset when it comes to change and transformation in an operational environment.

Furthermore, we see that you meet the following requirements:

• 3 years of experience working at a customer care center.
• 3 years of leadership experience within customer care centers.
• 5 years of experience from working in systems such as CRM, CTI, and Five9. Salesforce is meritorious.
• Knowledge about consumer support processes and strategies.
• Ability to multitask and work in a fast-changing environment.
• Great quality awareness and attention to detail.
• Ability to analyze data and use insights to effectively improve the business.
• Excellent communication skills, orally and in writing:
  • in close customer interactions regarding consumer complaints and escalations.
  • in cross-functional interactions between departments and teams
• Experience of working in an international environment with customers from various cultures and backgrounds.
• Experience in conflict management.
• Fluency in English and Swedish, both orally and in writing.

Want to know more? We hope so

We welcome you to apply in English by 7th of April at the latest. Please apply through the provided link. Applications submitted via email will not be retained or taken into consideration. Once you receive a confirmation email from the system, your application will be acknowledged.

We are committed to keeping you informed during the entire process. If you have any inquiries about the role, please reach out to hiring manager Robert Carli at [email protected]. For questions regarding the recruitment process, please reach out to recruiter Alice Elisson at [email protected].

Volvo Cars - Driving change together

Volvo Cars’ success is the result of a collaborative, diverse, and inclusive working environment. Today, we are one of the most well-known and respected car brands, with around 43,000 employees across the globe. At Volvo Cars, your career is designed around your skills and aspirations, allowing you to reach your fullest potential.

By 2025, we’re aiming for at least 50 per cent of our global sales to be fully electric models – it’s a critical step towards being 100 per cent fully electric by 2030. So come and join us in shaping the future of mobility. There’s never been a more exciting time to play your part in our inspiring and creative teams!

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