Select Engineering

Exciting new contract oportunity working for Banking services client based in Manchester Description Customer Support Expert (Contact Centre) Position Overview: As a Customer Support Expert in our contact centre, you will be the first point of contact for our Customers and Dealers. The primary focus of this role is to provide outstanding customer service via telephone, handling inbound and outbound calls. You will also be responsible for handling customer enquiries via email and other channels as needed, ensuring every interaction results in a positive experience. Position Responsibilities: Provide exceptional customer service while efficiently handling a variety of enquiries primarily through inbound and outbound calls within a contact centre environment. Respond to customer enquiries received through other channels including emails, live chat, SMS, and post. Achieve business targets by efficiently managing call volume and resolving customer issues effectively. Maintain accurate and up-to-date customer account records. Process customer payments made by debit/credit card and investigate payment-related issues, including refunds. Provide settlement quotes. Assist customers with financial health and loss recovery enquiries. Support customers through the end-of-contract process. Address and resolve customer dissatisfaction issues. Provide support to customers dealing with bereavement. Offer technical support for Ford Pass / Account Manager Online. Perform account administration tasks, such as name/address changes and sending letters/emails Skills Required: Demonstrate a deep understanding of customer needs by actively listening and offering a personalized approach to each interaction. Commit to ensuring customers receive the best possible outcome for their individual circumstances. Foster a positive customer experience that encourages customers to recommend Ford Credit. Embrace a positive attitude toward change, including business transformation, new technology, and systems. Exhibit a positive approach to providing excellent customer service and take ownership of resolving or escalating customer queries as needed. Maintain a focus on achieving personal and team objectives by delivering results. Demonstrate resilience and adaptability in a fast-paced contact centre environment. Possess strong communication skills, both written and verbal, with the ability to clearly and effectively communicate over the phone. Exhibit confident IT skills and the ability to learn and use a range of systems and applications after training. Demonstrate the ability to quickly acquire and apply new knowledge and skills through on-the-job training. Willingness to cross-cover within the business centre to support other teams as needed to maintain overall service quality. Experience Required: Desirable: Previous experience working in a customer contact centre environment If you want to know more about this role please review and APPLY NOW

We currently have a live contract opportunity working for our finanical services client based in Manchester Operational Efficiency and Automation Specialist Hybrid (minimum 3 days per week in the Manchester office) Position Description: The Operational Efficiency and Automation Specialist plays a critical role in driving Ford Credit's digital transformation within the Manchester Business Centre (MBC) Operations. This role focuses on leveraging data analysis, automation, and cross-functional collaboration to improve operational efficiency and create customer-centric solutions. A key immediate focus for this role will be leading the strategic migration and decommissioning of legacy Alteryx workflows by 2027, evaluating modern alternative tools, and transitioning processes seamlessly. The successful candidate will work closely with MBC Departments, Compliance, Product, and Engineering teams to identify, implement, and maintain efficient processes, ensuring Salesforce and other core systems are leveraged to their full potential. Essential Skills & Experience: Data Analysis & Visualisation: Proven ability to analyse operational data, identify trends, and extract actionable insights. Proficiency in SQL and data visualisation tools (specifically Power BI). ETL & Data Migration Experience: Experience working with ETL (Extract, Transform, Load) processes. Hands-on experience with Alteryx (or a strong understanding of how to audit and migrate Alteryx workflows to other modern tools) is highly desirable. Automation & Low-Code Development: Hands-on experience implementing workflow automation and business applications using Power Automate, Power Apps, or similar tools. Salesforce Familiarity: Experience working with Salesforce, including extracting data, understanding Salesforce object structures, running reports, or integrating Salesforce with external databases and automation tools. Process Mapping & Problem Solving: Strong understanding of process optimisation methodologies and experience documenting workflows. Project Management: Proven ability to manage projects from inception to completion specifically time-bound migration or systems-transition projects. Communication & Collaboration: Excellent communication skills, with the ability to translate complex technical, migration, or data concepts to non-technical operational stakeholders. Preferred Skills & Experience: Direct experience leading a software decommissioning or tool-migration project. Experience with Python or R for advanced data analysis and ETL scripting. Experience working with Big Data environments and cloud-based platforms (e.g., Microsoft Azure, Google Cloud Platform). Salesforce Administrator or Developer certifications (or equivalent hands-on experience configuring Salesforce flows). Experience working within a regulated financial services environment (e.g., Ford Credit or similar). Principle Duties: Alteryx Migration & Tool Evaluation (Key Strategic Project): Lead the audit, decommissioning, and migration of legacy Alteryx workflows by 2027. Evaluate modern alternative solutions (e.g., Power Platform, Python, SQL, or other ETL tools), design the transition roadmap, and execute the migration of data pipelines to ensure zero business disruption. Data Analysis & Insight Generation: Analyse operational data (including Salesforce and other core platform data) to identify trends, patterns, and areas for improvement. Develop data-driven recommendations for process optimisation. Create and maintain reports and dashboards (primarily in Power BI) to visualise key performance indicators (KPIs). Automation Solution Development & Implementation: Design, develop, and implement automation solutions (using Power Automate, Power Apps, or similar low-code tools) to streamline operational processes. Integrate these solutions with core platforms like Salesforce to automate manual data entry and system updates. Process Optimisation & Re-engineering: Identify and eliminate inefficiencies in operational processes. Partner with business units to map, develop, and implement improved workflows, documenting changes and training staff as needed. AI Tool Optimisation & Support: Provide expert support and training to operational teams on the effective use of existing AI tools. Develop training materials, troubleshoot issues, and track user adoption. Cross-Functional Collaboration & Data Governance: Collaborate closely with Product, Engineering, and Compliance teams to support the deployment of new AI and automation projects. Ensure data quality, accuracy, and compliance with relevant regulations during migrations and integrations. If you want to know more about this exciting opportunity please review and APPLY NOW

POSITION DESCRIPTION: Supporting the creation and optimisation of Test and Development plans for vehicle and rigs, ensuring all stakeholder requirements are met and meets budget Skills: Ability to work independently and proactively, taking full ownership and responsibility for own work; fully invested in achieving a successful result. You view things as a team rather than individual project level, considering the wider team needs. Strong interpersonal/communication skills, including ability to manage/lead/support stakeholder relationships and communicate effectively at all levels. A planning mindset, including understanding of the principles of test plan creation Knowledge of vehicle systems and its interactions Excellent organisational skills with verbal and written communications skills is paramount Excellent ability to work with various departments with good interpersonal skills to build relationships with stakeholders o Strong Engineering skill set through the full product cycle from concept to launch Ability to understand and present technical data to Management Proven influencing, facilitation and negotiation skills Ability to challenge status quo and provide win-win solutions Experience: Previous project planning delivery experience within New Product Introduction. Solid experience of cross functional working across multi-disciplined teams to lead problem resolution An understanding of test methodology in mechanical and/or electrical disciplines Experience of working in the Automotive or other relevant Engineering industry Reporting and presenting technical data to Stakeholders at all levels Primavera P6 planning tool knowledge will be desirable Education: Relevant degree or equivalent experience or relevant apprenticeship or equivalent experience preferred. Previous experience and background in programme planning and/or vehicle testing accompanied with proven track record of successful delivery of programme delivery If you are interested in this role and have the skills and experience required Apply Now! We will process your CV and personal information to assess your suitability for the role. If we wish to consider you further, we will register your personal information in our database and contact you. We may contact you from time to time about other relevant roles. Your personal information will be securely held. For more information, please refer to our privacy notice, a copy of which can be found on our website. Select Engineering Limited.

We are looking for a passionate and proactive Training, Learning & Development Specialist to join our Customer Relationship Centre team. This role is key to empowering our frontline staff and team leaders with the skills, knowledge, and confidence they need to deliver exceptional customer experiences. The successful candidate will design and deliver engaging training programmes, support continuous learning, work closely with our Cultural Development Lead and help embed a culture of development across the service centre. Your work will directly contribute to improved performance, customer satisfaction, and team morale. Key Responsibilities: Design, develop, and deliver training programmes for frontline agents and team leaders, both in-person and virtually. Conduct training needs analysis to identify skill gaps and learning opportunities. Create learning materials, guides, and e-learning content tailored to customer service operations. Facilitate onboarding programmes for new hires, ensuring a smooth transition into the business. Support leadership development through coaching, workshops, and targeted learning interventions. Monitor training effectiveness and gather feedback to continuously improve learning experiences. Collaborate with operational leaders to align training with business goals and customer expectations. Champion a culture of continuous learning and professional growth. Help develop a yearly core skills programme for all levels in the CRC Required Skills & Experience: Proven experience in training, learning & development, ideally within a customer service or contact centre environment. Strong facilitation and presentation skills, with the ability to engage diverse audiences. Experience designing and delivering training content across multiple formats (classroom, virtual, e-learning). Excellent communication and interpersonal skills. Ability to assess training impact and adapt programmes based on feedback and performance data. Strong organisational and time management skills; self-motivated and proactive. Preferred Qualifications: Certification in training, coaching, or instructional design (e.g., CIPD, Train the Trainer). Experience with learning management systems (LMS) and digital learning tools. Familiarity with customer experience principles and service excellence frameworks. If you are interested and have the skills and experience required Apply Now! We will process your CV and personal information to assess your suitability for the role. If we wish to consider you further, we will register your personal information in our database and contact you. We may contact you from time to time about other relevant roles. Your personal information will be securely held. For more information, please refer to our privacy notice, a copy of which can be found on our website. Select Engineering Limited.