Customer Care Quality - Whitley Bay, United Kingdom - Jaguar Land Rover

Jaguar Land Rover
Jaguar Land Rover
Verified Company
Whitley Bay, United Kingdom

1 week ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

REQ ID:
114807


JOB TITLE:
Customer Care Quality - Over the Air Specialist


SALARY:
Competitive


POSTING END DATE:
26/04/2023


LOCATION:
Whitley


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.


THE OPPORTUNITY


The automotive industry is entering an industrial revolution, driven by innovation in powertrain technology to improve CO2 and air quality, along with the broader technological innovation in car connectivity, manufacturing automation and consumer trends in digitisation.

Against this backdrop we see exciting opportunities to create a world in which we will live safer, better, more connected and mobile lives.


As Global Customer Care Quality (CCQ) Campaigns Manager, you will have the opportunity to play an integral role in driving customer satisfaction and transform the interface between customer care and the wider enterprise, to ensure that customer experience is communicated within JLR and is at the centre of the JLR decision making process throughout the entire product quality and service lifecycle.


You will aim to rapidly define, resolve and communicate fixes for all product technical concerns globally thus minimising the negative impact on customer satisfaction, where necessary through pro-actively targeted Service campaigns delivered via Over The Air (OTA) technologies or traditional workshop interventions.

You will also manage the Field Service Actions (FSA) team responsible for the planning and implementing of Service and Recall actions.

As the "voice of the customer", with strong "creators code" principles you'll own and chair the Customer Satisfaction Review Group (CSRG) procedure, presenting business cases for senior approval and inputting to the campaigns and recall process.


WHAT TO EXPECT

  • Lead a cross functional team to maximise the impact of the JLR's traditional and connected capabilities to create an ecosystem that enables the delivery of 'Modern luxury experiences'.
  • Evaluate viability of requested campaigns (approval, deployment and launch)
  • Lead the effective communication, teamwork and reporting between all stakeholders in the FSA process.
  • Manage the communication process, ensuring provision of critical repair information to retail operations, market importers and National Sales Companies (NSCs)
  • Ensure process adherence during all phases (planning, launch, execution, maintenance, closure) of Service and Recall actions.
  • Manage financial control of approvals, monitor and control spend, identify financial risk and take appropriate action to remedy
  • Work with the Over the Air (OTA) and Vehicle Analytics (VA) business lead in CCQ and manage the deployment of required changes to operations across our global organisation and markets.
  • Maintain SOTA Commercial roadmap and oversee operational governance for software releases.
  • This role is directly accountable for the endtoend delivery of the above solution the success of which is driven by close collaboration with teams across JLR, both upstream (Engineering Chapters) and downstream (Commercial).

WHAT YOU'LL NEED

  • Passionate about customers and 'standard bearer' for driving the customer and retailer agenda within the quality and product development/engineering functions of JLR
  • Strong analytics capability proven ability to analyse and interpret diverse data sources, providing direction to service and engineering teams
  • Clear understanding of product delivery processes using Agile methodologies.
  • Deep understanding of the strategic, macroeconomic and commercial drivers of business
  • Engineering competence and credibility, qualified to degree level in a technical discipline (Engineering degree preferred) or relevant experience
  • Capability to operate at senior levels within the Commercial function and cross functionally within the broader enterprise with personal impact and influencing skills
  • Unquestionable integrity and values driven earns unwavering trust, meets commitments, and has courageous conversations.
  • Ability to manage multiple projects simultaneously.
  • Experience of working close to a customer care team
  • Understanding of automotive retail landscape i.e., how national sales companies, importers and retailers operate.
  • Familiar with Agile leadership and capable of instilling trust in teams and creating transparency in the organisation.

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, membership of a competitive pension plan, private medical cover and performance related bonus scheme.

As a manager, you'll also be able to select one of our luxury premium vehicles to lease at a fraction of
More jobs from Jaguar Land Rover
See all jobs of Jaguar Land Rover