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REQ ID: 57466
JOB TITLE: Customer Solutions Executive
SALARY: £22,371 - £24,183
POSTING END DATE: 04/05/2022
LOCATION: Coventry
 
Beyond Property, Purchasing, HR and IT, more than being part of our Finance or Marketing teams, beyond even Sales and Service, every role in every business area offers unique opportunities to make an impact on the future of mobility and the automotive industry.

 

WHAT TO EXPECT
 
The UK Customer Relationship Centre is a part of our Customer Service function. Its core responsibility is to deliver a customer ownership experience, alongside the Jaguar Land Rover UK Retailer network, that supports the long-term sustainable business growth of both the Jaguar and Land Rover brands.
 
As a Customer Experience Support Executive, you will be a knowledgeable expert in our brands and will give our customers the highest level of customer service. You will be managing a portfolio of customers and offering solutions to our customer’s enquiries. You will be part of a large team, working in fast paced and energetic environment, whilst managing inbound and proactive contacts to and from customers, Retailers and third parties on a daily basis. Ideally you are already a customer service expert, or you are looking for a move from retail, travel or hospitality.


WHAT WE OFFER
 
As a Customer Experience Support Executive, we offer full training and a 37-hour working week, that is Monday to Friday, between 8.00 - 19:00 with occasional Saturdays 8.00 - 16:30. 

You will also get 26 days holidays, individual performance bonus, life assurance, and access to the Jaguar Land Rover privilege scheme, generous pension and discounts on various retailers, entertainment and sporting events  

In the future, you could also find many opportunities to further your career with a world-class team.   All this and more makes Jaguar Land Rover the perfect place to continue your journey.
 

IN RETURN WE ARE LOOKING FOR
 

•    An expert case manager who can offer and deliver robust solutions, whilst always adopting a Customer First approach, which achieves fast case resolution
•    Where required, someone who can quickly implement the required escalation processes and ensure they are adhered to
•    You will be able to identify opportunities for process improvement, both in the Customer Relationship Centre and Retailer network, and ensure this is raised through the relevant reporting platform
•    Verify all contacts and update the Single View (SV) CRM system to ensure complete Data Protection compliance
•    Ensure all contacts are captured in the SV-CRM systems to enable the Customer Relationship Centre to be a valuable data source to the wider business
•    Act as a role model for Jaguar Land Rover Values, Customer First Principles and Behaviours
•    Promote a positive relationship between customers and Retailers to ensure that a collaborative partnership with the Retailer network is achieved
•    Provide support to the Retailer network to assist them in achieving a ‘best in class service” driving customer loyalty and retention
•    Ensure the Retailer network follow all of the correct processes and procedures
•    Achieve positive results that generates high Customer Satisfaction and loyalty
 
WHAT YOU'LL NEED
 
•    Exceptional Customer Service skills
•    Strong communication skills, both written and verbal
•    Strong stakeholder negotiation skills
•    Numerate with excellent attention to detail, with the ability to outline information in a straightforward manner
•    Results orientated with a determination to make things happen
•    A highly motivated, energetic and inspirational team player
•    Ability to influence effectively across a network, balancing a broad range of priorities, with minimal supervision and under great pressure
•    Clear demonstration of a Customer First mind-set in everything you do
•    Ability to identify opportunities for improvements and implement change
•    Excellent time management skills, able to work on multiple tasks and deliver results to agreed schedules
•    Ability to understand, interpret and action improvements
•    Strong decision making and problem-solving skills
•    Ability to make quick and competent decisions

 

SO WHY US?

Bring all this to the home of premium innovation, and you’ll find the opportunities to further your career with a world-class team, a discounted car purchase and lease scheme for you and your family and membership of a competitive pension plan. All this and more makes Jaguar Land Rover the perfect place to continue your journey. 

Jaguar Land Rover is committed to equal opportunity for all.

 

#WEAREJLR

At Jaguar Land Rover, we are passionate about our people. They are at the heart of our business. We are committed to fostering a diverse, inclusive culture that is representative of our global customers and the society in which we live; a culture in which every one of our employees can bring their authentic self to work, and reach their full potential.

OUR RECRUITMENT PROCESS

Find out what to expect at each stage of the process along with some hints and tips.

INSIDE JLR

Find out more about working here in our JLR Life Blog:

WHAT WE OFFER

We look after our employees by offering a host of benefits and investing in their talent through award-winning training


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