Customer Solutions Executive - Coventry, United Kingdom - Jaguar Land Rover

Jaguar Land Rover

Verified Company

Coventry, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

**Job Description

REQ ID:
120283

JOB TITLE:
Customer Solutions Executive

SALARY:
£22,300

POSTING END DATE:
16/11/2023

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
Do you have come from a customer experience background, and are looking to progress in your career?

As a Corporate Executive Support, you'll be responsible for acting as an escalation point for our retailer network, extensive decision making and an escalation point for our clients.

The role includes making exemplary financial decisions, managing difficult conversations and providing fair outcomes for our clients and retail partners.

You'll be part of a large team, working in a fast paced and energetic environment, whilst managing inbound and proactive contacts to and from clients, Retailers and third parties on a daily basis.

This is an exciting growth opportunity working for an iconic brand within a collaborative and team-oriented work culture at JLR.

Key Accountabilities and Responsibilities:

Be an expert Case Manager and offer robust solutions, whilst adopting a modern luxury approach at all times which subsequently achieves fast case resolution.
Where required, quickly implement the required escalation process and ensure they are adhered to on each occasion
Identify poor performance and ensure this is raised through the relevant reporting platform
Ensure all contacts are captured in the Client Relationship Centre Case Management Systems to enable the CRC to be a valuable data source to the wider business.
Act as a role model for JLR values and implement concern resolution.
Promote positive relationship between clients and retailers to ensure our integration with the retailer network is seamless.
Provide support to the retailer network to assist them in achieving a 'best in class" service, driving client loyalty and retention.
Ensure the retailer network follows all correct processes and procedures to address any technical/quality issue.
Achieve great results in respect to client satisfaction and concern resolution.
Handle third party contact relating to UK clients
Motor Codes Ltd, Trading Standards, Police, Court, Solicitors, Independent Arbitration, Press Office and insurance Companies.
Liaise between varying departments within JLR, including Technical Services, Engineering, Order Control, Financial Services, Corporate and TDMS and the Warranty teams.
To provide up to date case management statistics and detail within the required reporting platform
Draft letters in response to client contact, and present to Directors for signature, if necessary.
To provide case synopsis' where required to senior members of staff to facilitate decision making.

WHAT YOU'LL NEED
As the Corporate Executive Support, you'll need the following knowledge, skills and experience:

Customer service experience
Results oriented with a determination to make things happen.
A highly motivated, energetic and inspirational team player
Ability to influence effectively across the network, balancing a broad range of priorities, with mínimal supervision and under great pressure.
Confident and outgoing with exceptional networking, interpersonal and influencing skills, possessing advanced communication skills.
Process orientated with great attention to detail.
Ability to identify opportunities for improvements and implement change.
Excellent time management skills, ability to work to deadlines on multiple tasks and deliver results to agreed schedules.
Ability to understand, interpret and action improvements.
Strong decision making and problemsolving skills.
Ability to make quick and competent decisions.

This role may offer the opportunity for hybrid working where you can split your time between working from home and in the office.

At JLR, hybrid working is a voluntary, non-contractual arrangement providing employees with more choice and flexibility around how, when and where they work, if suitable for their role.

Further details can be discussed with the Hiring Manager at interview stage.

LI-POST

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 JLR the perfect place to continue your journey.

This role may offer the opportunity for hybrid working where you can split your time between working from home and in the office.

At JLR, hybrid working is a voluntary, non-contractual arrangement providing employees with more choice and flexibility around how, when and where they work, if suitable for their role.

Further details can be