Country Project Manager – Level 1 Agent Team

Country Project Manager – Level 1 Agent Team

Location: Coventry (Full-time, Mon–Fri)

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.

Key Responsibilities

Project Delivery & Governance

• 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.

Team Leadership

• 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.

Client & Stakeholder Management

• 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.

Requirements

Essential Experience

• 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.

Technical & Soft Skills

• 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.

Desirable

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

What’s in it for you?

• 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.