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“If you are passionate about people and feel excited about being part of transforming a whole industry - then keep reading!”

About us

Polestar is an electric performance brand, determined to improve the society we live in by catalysing the change to sustainable mobility. We are a team of highly talented individuals who share a passion to change the world. We challenge conventions and we challenge ourselves for the purpose of innovation. We believe innovation is a team effort and each component is critical to the performance of our cars. Each person working at Polestar is as important to the team and its performance. We are all in, dedicated on our ambition. Guiding our industry forward through pure, progressive, performance.

Our focus is on uncompromised design and technology. Passion and emotion drive us, electricity and innovation drive our cars. Our products are excellent, efficient and entertaining. In Polestar’s future, there is no room for shortcuts, excuses or compromises.

Let us describe the challenge we offer

Polestar is expanding rapidly in the UK and Ireland. We are looking for a Customer Engagement Centre Manager to join us. You will play an important role in the Polestar team, supporting Polestar in its rapid growth and expansion.

Lead, manage and develop the UK & Ireland Customer Engagement Centre to deliver brilliant performance and a first class personal, experience for our current and future customers across the shopping and ownership journey, ensuring all requirements and the service levels are achieved.

The Customer Engagement Centre Manager will report directly to the Head of Customer Service for UK & Ireland. They will be accountable for delivering best practice day-to-day process and people management, budget management, productivity and performance, across the centre, against agreed service levels and the best practice contact centre model.

This role is also responsible for the direct management and support of the Team Leaders.

Customer Engagement activity includes:

• Product, Service and Support Enquiries via Inbound Calls, Outbound Follow Up Calls, Emails, Web Cases, Chat and Social Media Channels
• Outbound Lead Generation and Inside Sales customer contact
• Follow up Calls on Test Drives
• First line Complaint resolution
• Vehicle registrations, fleet pack assignment and order to delivery processes
• Other as required to support business needs

What you´ll do

Your key responsibilities will be:

• Brand Ambassador for Polestar, Customer Engagement Centre and our vision for a sustainable planet
• Support, help maximise gross profit through effective and proactive resource and process management, and through effective cost control
• Support the implementation of new product, services and processes within the Contact Centre to agreed quality and timeframe
• Day to day scheduling, briefing and performance management to support the achievement of the required Customer Engagement Centre objectives
• Coaching and development of the Team Leaders
• Deliver the Customer Engagement Centre services within agreed budgets, service levels and business targets
• Ensuring the Customer Engagement Centre provide excellent customer service at all times whilst building and maintaining friendly and professional relationships with customers
• Ensure Customer Engagement Centre achievement of Best Practice SLA’s, KPI’s and targets for all activities within the Customer Journey including ownership of the Customer Enquiry – First Contact Resolution
• Monitor and maintain a high level of customer satisfaction as required – CSAT and conduct root cause analysis with Team Leaders and HQ/Markets and wider business as required
• Input and production of required reports for Head of Customer Service and senior stakeholders
• Manage operational activity and be proactive towards raising operational risk assessment
• Report up-line any potential or actual operational risks in a timely and accurate fashion to the Head of Customer Service
• Support forecasting and capacity management through forward planning at the team and department level. This encompasses attendance, retention, all Customer Engagement Centre channels managed (Inbound, Outbound, Email, Cases, Complaints, Vehicle Registrations, Queues, Backlogs) and roster management
• Oversee telephony call, skill routing and case management plans – also real time as required
• Review and interpret management information, performing analysis with a view to predicting and proactively improving Customer Engagement Centre productivity and success rating (Real time MI and Historical Reports)
• Build a positive culture of openness and transparency, high motivation, engagement and pride in the business
• Ensure appropriate Team Structure/Required Staff volumes for the Customer Engagement Centre to deliver required results
• Ensure Customer Engagement Centre and Team Leaders Management routines are conducted: Daily Briefs, Team Meetings, Quality Monitoring and Coaching Volumes, 121 Meetings, 6 Monthly Performance Reviews and Team Engagement Activity
• Act as a final point of escalation for customers and complaints (where Team Leaders have been unable to resolve)
• Absence and HR policy management. Manage the fair and consistent application of performance management and disciplinary measures as necessary across the centre
• Training and development plans maintained and updated for Customer Engagement Representatives /Team Leaders to ensure 100% completion rate
• Oversee all Customer Engagement Centre Team Leader and Representative Training and ongoing development (Induction, Product, Process, Systems, Communication Skills, HR Policy and Job related)
• Ensure Complaints, Compensation/Goodwill and Remedial Policies are adhered to
• Work with other internal teams to provide a streamlined experience for customers

You and your skills:

To be successful in this role you have/are:

• Passionate about our planet
• Interest in Technology/EV
• Customer centric/service focused
• 5 years minimum team management experience
• Excellent Knowledge of Contact Centre Systems (MI, CRM, WFM, Quality Assurance and Complaints Management)
• Previous experience working within a contact centre or outsourcing operation
• Previous automotive or technology industry experience desirable
• Educated to degree level or equivalent (desirable)
• High attention to detail & quality orientation
• Excellent oral and written communication skills in English
• Excellent IT and Computer skills
• A valid driver’s license
• Knowledge of Salesforce, Genesys, and PowerBI are a benefit

As a person you can manage multiple stake holder requirements, always putting customer experience first. You are also a digital-minded, flexible and agile individual who thrives working in fast-paced and dynamic environment and who has a can-do attitude and a self-starter approach. You are able to handle a broad portfolio of tasks and are a confident manager. Last but not least, you have passion for cars and people.

Competence and experience is important, but personality is key!

We are a start-up company with strong growth focus. As we are in a phase of setting up our global organisation and developing processes and tools while growing at a high speed a strong experience is required to manage the level of complexity and fast decision taking. We are a flat organisation with a Go-Get-Attitude, and we act as a strong team to get things done to enable the business to be successful. We work with speed and engagement in a collaborative manner.

Is this you?

We look forward to receiving your application as soon as possible. We will do ongoing selection of candidates during the application period, so don't hesitate to submit your application if you're interested.

Are you ready for the journey? Which is electric by the way…

At Polestar, the sky is the limit.