REQ ID: 126416
JOB TITLE: Customer Solutions Executive
SALARY: £30,585
POSTING START DATE: 21/10/2024
POSTING END DATE: 04/11/2024
LOCATION: Coventry  

In a commercial role at JLR, you can reimagine the future of modern luxury. In teams focused on extraordinary customer experience, sustainability and forward-thinking. You’ll work alongside strategically-minded problem-solvers supporting the transformation of our iconic house of brands – Range Rover, Defender, Discovery, and Jaguar – and our heritage-rich JLR Classic range. Becoming a proud creator of the exceptional starts here.

WHAT TO EXPECT

The UK Client Relationship Centre is a part of our Customer Experience function. Its core responsibility is to become the proud creator of the world's most desirable, modern luxury brands for the most discerning of clients through delivering exceptional client experiences and support. These services are delivered by our exceptional client experience team. As a Client Experience Advisor you will be a knowledgeable expert in our brands in order to achieve effective solutions and deliver the highest level of client experience. You will be part of a large team, working in fast paced and energetic environment, whilst managing inbound and proactive contacts to and from clients, retailers and third parties on a daily basis. We recruit for attitude and train for skills so looking for candidates with an aptitude for delivering exceptional client experiences and candidates welcome from all industries.

Key Accountabilities and Responsibilities

In this role, you will be responsible for managing client and retailer inbound and outbound calls, via the customer communication channels (including chat, social media and e-mail) and building rapport with the clients and retail teams. You will be responsible for accurately understanding queries and delivering exceptional services aiming to provide a first point of resolution whenever possible. Other responsibilities include but are not limited to: 

• Identify and manage any complaints on the initial contact
• Identify opportunities for process improvement, both in the Client Relationship Centre, retailer network and wider business, taking action to continuously improve the operation for the benefit of the client and/or the retailer
• Maintain effective relationships across the whole JLR business and retail network driving client experience
• Provide creative client and retailer solutions where the client is at the heart of all decision making
• Working across all Jaguar Land Rover functions, UK national sales centre, retail network and third parties to drive client experience

WHAT YOU'LL NEED

• Experience in delivery of exceptional client experiences 
• An individual with a technologically savvy and client first mindset
• Strong decision making and problem solving skills, and able to deliver results under pressure
• An effective and highly motivated team player, actively leads, develops and supports team members
• Excellent time management skills

Creating Modern Luxury requires a modern approach to work. At JLR, hybrid working is a voluntary, non-contractual arrangement providing employees more choice and flexibility around how, when and where they work. Some roles require more on-site work, but details of this can be discussed with the hiring manager during the interview stage.

We work hard to nurture a culture that is inclusive and welcoming to all. We understand candidates may require reasonable adjustments during the recruitment process. Please discuss these with your recruiter so we can accommodate your needs. 

Applicants from all backgrounds are welcome. If you’re unsure that you meet the full criteria of a role – but you're interested in where it could take you – we still encourage you to apply. We believe in people's ability to grow and develop within their role – it’s what makes living the exceptional with soul possible.

JLR is committed to equal opportunity for all.