Simon Jack Email & Phone Number

Hook, England, United Kingdom

The Head of Aftercare is responsible for driving a culture of Customer obsession by leading the Customer Aftercare, Technical Support, Warranty and Customer Relations teams focusing on our key KPI’s for service delivery, employee engagement and team development.The role also requires development and delivery of our Aftercare vision from a Customer Operations perspective ensuring high level KPI’s, projects and system enhancements are considered, ensuring we have the right quantity and quality of people in the roles to handle the volumes, as well as the right processes to support them day-to-day.Responsible for delivering against our Tier 1 and Tier 2 KPI’s, the role also ensures our goal is that our Aftercare offering turns customers into advocates, supporting our aspirations for growth in the market.

Newbury, England, United Kingdom

The Customer Service Operations Manager was responsible for all day-to-day activities carried out by the Novuna Vehicle Solutions’ Customer Service, Orders and Implementation departments in support of Novuna’s vision to be the trusted brand for financial services in Europe.The role supported the execution of the Vehicle Solutions Customer experience strategy with lead accountability for Novuna Vehicle Solutions’ customer service standards. Responsible for c.90 colleagues, across 9 teams with diverse responsibilities, this role drove our 'Customer First' culture from the front, ensuring that the customer was at the heart of everything we did.The role was also at the heart of our Decarbonisation strategy, promoting and supporting ULEV uptake across our customer base. With ultimate responsibility for implementing and onboarding all new customers into the customer service division, as well as providing operational support of customers and drivers across all sales channels, this role was critical to ensure the success and development of our service delivery and overall business goals.Key responsibilities and achievements • Successfully grew and restructured the CS Operations department to enhance service delivery and provide greater opportunities for team development.• Stabilised service delivery of high profile customer account with legacy challenges through relationship building with key customer stakeholders and internal colleagues/teams.• Supported Senior Management delivery of multiple Customer tenders to secure two of the largest corporate fleet accounts in the UK leasing market.• Successfully launched a critical new invoicing and asset management system into the business during a national lockdown, a system utilised by all members of the CS team daily.• Instrumental in securing IMI accreditation for our Electrical Vehicle Training Academy programme in addition to supporting development of the course content.

Woking, Surrey, United Kingdom

At McLaren Automotive, our vision was not only to become the iconic sports car manufacturer but also to deliver breathtaking, iconic and innovative new technology to our customers and throughout the automotive industry. The Client Services Manager was response for leading and developing McLaren’s Client Services operation across all global regions, ensuring that owning a McLaren was an extraordinary experience for every customer, wherever they are in the world.The role ensured that customers and Retailers were provided with the highest level of support by the team in order to drive brand advocacy. This role was critical in ensuring that areas of development that are highlighted by customers and retailers are visible to the relevant business areas to be included in future developments.As well as my responsibilities in this role, I also became a McLaren Accredited Coach and one of the Mentors available for colleagues through the Mentoring Programme. Both of these allowed me to use the skills I have learned to support my colleagues in achieving their goals.

The Customer Service team were recognised throughout BMW and the retailer network as a straightforward team that builds customer loyalty by providing great service. The National Customer Service Manager managed the daily operation of the Customer Service Manager team and the Senior Customer Service Executives within our Contact Information Centre. The main purpose was to ensure that all customer complaints brought to the attention of BMW Group UK, either directly or indirectly by other areas of the business are addressed efficiently and effectively. The Customer Service Managers provided the necessary support, including financial support, to our network of retailers. Assisting them, when required, to recognise and act upon customer dissatisfaction and minimise any negative impact on customer perception of the brand and future loyalty.

The BMW i Business Development Manager was required to research, develop and implement new innovative sales opportunities for BMW i Products utilising market intelligence to exploit new / emerging markets inside and outside of existing BMW i network structures. Key responsibilities and achievements - Market Intelligence: Utilising internal and external resources, develop and launch for internal, external and BMW AG consumption, a suite of intelligence reporting materials to support short term tactical and long term strategic development of the BMW i Brand in the UK. - Business Development – existing network: Explore innovative development channels and business expansion concepts within existing BMW i Agent network working cross-company (UK and BMW AG) to gain commitment and buy in for activation.- Business Development – outside of network: Develop sector relationships to investigate and exploit emerging sales channels beyond those already known to BMW (Mobile Sales Advisor concept, Eco property developments, sustainability projects, partnerships etc).- Customer Satisfaction Index (CSI): Management of CSI performance within the BMW i network community and the Customer Interaction Centre (CIC) in order to bring BMW i CSI scores in line with or better than BMW ‘classic’ within the UK.Succesfully launched the BMW i Lite concept into the UK market, growing the BMW pentration within the Retailer from 36% to 65% within the first year. This had a positive impact on product awareness and overall sales as more Retailers became advocates of this new technology.

Progression from MINI role of the same title,the BMW Business Intelligence Manager analyses BMW Group UK Aftersales performance and research from the UK aftermarket to identify opportunities and threats, quantify the potential to the business and make innovative tactical measureable recommendations to all areas within the Aftersales Development department to improve BMW Group and Dealer profitability.Key responsibilities and achievementsSuccessfull implementation of MIS Aftersales within the BMW UK Aftersales department and Retailer network. This provided an enormous amount of insight and granular detail into group or individual performance, to allow for precise steering and implementation of relevant and effective measures. Implementation of this system was considered a huge milestone for the BMW Aftersales operation and is a called upon regularly, right through the various levels of the business.

The MINI Business Intelligence Manager analyses BMW Group UK Aftersales performance and research from the UK aftermarket to identify opportunities and threats, quantify the potential to the business and make innovative tactical measureable recommendations to all areas within the Aftersales Development department to improve BMW Group and Dealer profitability.

The Customer Service Manager balances the company's strong focus on customer satisfaction against the sustainable business realities of a premium manufacturer. This role encompasses the management and development of the Customer Service and Aftersales concerns of 77 dealers based in the North of the UK.Key Responsibilities and AchievementsSuccessfully provided onsite and offsite support to a third party service provider responsible for the front line customer service function of BMW Group UK.Day to day liaison with Dealer Principals and senior dealer management staff in investigating and responding to customer complaints on behalf of BMW Group UK.Management of a goodwill and vehicle exchange budget, reviewing the spend of individual dealerships, identifying patterns and liaising with the specific dealerships to address any areas of possible improvement.Developing dealership staff and the front line Customer Service Support Team, coaching them in the effective handling and management of complaints.Monitoring key concerns of the Customer Service Department and ensuring these are fed back to the SMG and the Executive Committee.

Customer Service Support balanced the company's focus on customer satisfaction against the business commitments of a premium motor manufacturer. This role encompasses the management of the front line Customer Service Support department and the handling of escalated customer complaints from individuals who are unhappy with the service that has been provided.Key Responsibilities and AchievementsDay to day resource management of up to 15 Customer Service Executives ensuring adequate provision of both telephony and administrative staff.Monitoring and developing individual team member performance on a daily basis. Identifying areas where improvement is required while remaining attuned to the personal situations of all staff members.Monitoring key concerns of the Customer Service Support department and ensuring that steps are taken to improve the overall performance and quality of the department's output.Daily, weekly and monthly reporting to management within both BMW UK and BMW Financial Services regarding the overall performance of the department.Successfully maintained team morale and the quality of work during a prolonged process of outsourcing the department to a third party provider.

Customer Service Support is the front line customer service contact for individuals wishing to raise concerns regarding their experiences with the BMW and MINI brand. This contact can range from complaints regarding the vehicles themselves to concerns regarding the service provided by our dealership network and other areas of the organisation. Key Responsibilities and AchievementsCreated, developed and undertook the role of Technical Liaison, a new role within the team. This provided more efficient access to technical information that was of use to the whole team and improved the service we offered.Achieved the quality of work necessary to be awarded Practitioners License, the company standard for individuals working within the telephony environment. Shortly after this, I was awarded the Expert License, the next stage of recognition within the company's reward hierarchy.Managing expectations of between 20 - 40 customers and dealerships daily, ensuring the effective prioritisation of cases within my own personal workload.

B,B,B,B

A-Levels

A*,B,B,B,B,B,B,B,C