Corporate Executive Support

​Position Description:

• The UK Client Relationship Centre supports JLR clients prior to or following the purchase of one of our vehicles. Its main goal is to support our clients through any queries or disputes that they may have with the retailer network or the product.

• The CRM@Retail Team is responsible for supporting the UK retailer network with any queries or client requirements they may have.

• As a Corporate Executive Support, you will provide high quality service to JLR clients and exemplary support to the retailer network upon each and every contact with us.

• You will be responsible for managing your own case workload on a day-to-day basis, meeting tight deadlines, with minimal supervision from your Team Leader.

• You will 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 will 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.

  Skills Required:

• Customer Service

• Computer-literate

• Timekeeping

  Skills Preferred:

• THE ROLE Manage client, retailer and third-party contact (telephone/e-mail/digital/letter) taking ownership through to final closure.

• 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, and 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

  Experience Required:

• 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 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

  Experience Preferred:

• Call Centre experience