Head of Technical and Customer Service

Company DescriptionKGM UK, formerly SsangYong, is the official importer of KGM vehicles from Korea into the United Kingdom. With a rich history dating back to 1954, KGM specialises in producing award-winning SUVs, reliable 4x4s, and durable pickups. We pride ourselves on delivering tough and dependable vehicles tailored to meet the needs of all customers.Role DescriptionWe are looking for a motivated individual to join our Aftersales team and take the lead in driving customer and technical excellence. You will coach and support our Customer Service and Dealer Technical Support colleagues, ensuring they deliver efficient, accurate, customer-focused solutions every time.In this role, you will manage enquiries through our online systems, oversee homologation and compliance processes, and work closely with the factory in Korea on type approval, recalls, and technical bulletins. You will also support warranty investigations, liaise with the motor ombudsman on escalations, and provide training to the KGM import centre.Collaboration is key in this role. You will partner with field teams and other departments to keep our dealer network running smoothly. If you thrive on variety, problem‑solving, and leading people, this role offers the chance to make a real impact in delivering outstanding service to our customers and partners.Role ResponsibilitiesResponsible for the coaching, day-to-day leadership, career development, and appraisal for the Customer Service and Dealer Technical Support colleaguesOversee the management of customer service and technical enquiries submitted via the online system and ensure an accurate record of all communications is maintainedResponsible for the submission and management of homologation and compliance responsibilitiesResponsible for liaising with KGMC homologation department to ensure vehicle type approval and complianceSupport the relationship with KGMC regarding technical advice, support, recalls and bulletinsLiaise with the motor ombudsman regarding customer escalations, providing evidence and documents as required to support the investigationTo support the warranty team with their investigation of warranty claim anomaliesResponsible for technical and customer dealer systems and processesLiaison with the field team, and other departments, regarding technical and customer support mattersResponsible for providing technical support and training to the KGM import centreAd hoc duties as required – willingness to assist other team members during busy periodsWork Experience RequirementsEssential: o  Current high level technical vehicle diagnostic experience o  Electric vehicle (EV) current high level vehicle diagnostic experienceDesirable: o  Customer service experience o Team management and development experienceQualificationsMinimum of Level 3 City & Guilds Motor Vehicle qualification (or equivalent)Minimum of IMI Level 3 Electric/Hybrid Vehicle System Repair and Replacement qualification (or equivalent)Skills, Abilities, and CompetenciesThe ability to work under pressureStrong technical aptitude and problem-solving skillsStrong communication skillsThe ability to communicate effectively with colleagues and customersStrong level of ability with Microsoft Office softwareAbility to meet required deadlines with minimum supervisionStrong time management skillsA professional appearance and mannerPersonal AttributesCommitted to delivering an exceptional level of customer serviceProfessional at all timesAble to work well both in a team and independentlyReliableAble to manage own time and prioritise workload accordinglyPositive approach to problem solvingTrainingFull in-house systems training will be givenExternal training courses provided, where appropriateFurther training and development opportunities may be availableOur Company ValuesTRUST: Build strong partnerships through honesty and accountabilityDEDICATION: Strive for brilliance in everything we doPUSH BOUNDARIES: Drive innovation by embracing new challenges and ideasCUSTOMER FOCUS: Driving excellence by understanding every need.