Job responsibilities

  • Be the single point of contact for Service Providers for all generic processes related issues, and mitigate between them if required
  • Provide assistance and advice to Service Providers to enable ARC Europe standards to be met or surpassed: this shall include all tools made available to the network of Service Providers such as the KPI tool the ARC Dealer Portal, FDDS etc.
  • Initiate and coordinate general communication to the Network, such as down times, emergency situations etc.
  • Coordinate the rollout of SPARX from operational aspects throughout the network
  • Keep “Service Provider knowledge database” including all relevant information for tenders up to date. If, and when required run a network survey and produce a final report
  • Conduct service provider audits (regular audits and selection audits)
  • Handle complaints between or about service providers and propose corrective actions when relevant
  • Monitor general complaints reports from Network and propose corrective actions when relevant
  • Monitor general B2B KPIs (reception/performance) and support the International Network Manager in issuing relevant penalties
  • Maintain and develop operational network processes, such as the cross-border process
  • Be the single point of contact for all SMARC related operational topics (processes, operational and invoicing)
  • Regularly monitor SMARC KPI’s and provide the International Network Manager with figures and reports
  • Support the International Network Manager in its activities

Skill requirements and Personal attributes

  • Education:   University level

Experience in Operational call centres or Club organisation

  • Languages: English and one other international language
  • Computer literacy: Microsoft Office
  • Analytical, Flexible, Team spirit, well organised
  • Experience in working in a pan-European environment
  • Knowledge of clubs and first-hand experience in provision of all aspects of assistance service
  • Good communication skills

Internal and external contacts:

Internal: all departments, all levels

External: ARC Europe Service Providers and assistance organisations that could become ARC Europe Group Service Providers

What we offer: 

  • An interesting job opportunity with plenty of variety in a high level, international, multicultural & multilingual environment and the ability to influence the future of the sector.
  • Salary package in line with responsibilities and market expectations.
  • Easy access office location in Brussels close to the NATO headquarters and Airport.

 

Please send your candidature to job@arceurope.com