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