Client Experience Advisor - Coventry, United Kingdom - JLR

JLR

Verified Company

Coventry, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

REQ ID:
120834

JOB TITLE:
Client Experience Advisor

SALARY:
£22,371 - £27,000 (DOE)

POSTING END DATE:
05/12/2023

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
The UK Customer Experience Centre is part of our Customer Service function.

Its core responsibility is to deliver an industry 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 Advisor, you'll be a knowledgeable expert in our brands in order to achieve a right first time response and the highest level of customer service.

You'll be responding to customers' enquiries on our exciting vehicle line up and products.

You will also be introducing customers to the Retailer network and will be supporting them to deliver an exceptional customer experience.

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

You'll also be responsible for:

Being a knowledgeable expert in the Jaguar and Land Rover brands and products
Identifing prospect customers and generate leads to the Retailer network
Identifing and manage any complaints on the initial contact and handover seamlessly to the Customer Solutions team
Verifing all contacts and update the SV-CRM system to ensure complete Data Protection compliance
Ensuring all contacts are captured in the SV-CRM systems to enable the Customer Experience Centre tobe a valuable data source to the wider business
Acting as a role model for Jaguar Land Rover Values, Customer First Principles and Behaviours
Promoting a positive relationship between customers and Retailers to ensure that a collaborative partnership with the Retailer network is achieved
Providing support to the Retailer network to assist them in achieving a 'best in class' service, driving customer loyalty and retention
Ensuring the Retailer network follow all of the correct processes and procedures
Supporting ongoing marketing activities, working closely with the Marketing team
Achieving positive results that generates high Customer Satisfaction

WHAT YOU'LL NEED
You'll join us as a highly motivated, energetic and inspirational team player.

You'll have strong experience in delivery of premium customer service as well as strong decision making and problem solving skills.

You'll have the ability to influence effectively across a network, balancing a broad range of priorities, with mínimal supervision and under great pressurestrong experience in delivery of premium customer service.

Strong communication skills, both written and verbal is also essential.

You'll also have:

Strong stakeholder negotiation skills
Numerate with excellent attention to detail, with the ability to outline information in a straight forward manner
Results orientated with a determination to make things happen
Clear demonstration of a Customer First mindset 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 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 discussed with the Hiring Manager at interview stage.

JLR is committed to equal opportunity for all.

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