Customer Experience Advisor

​Position Description:

• 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:

• Managing customer and Retailer inbound and proactive outbound contacts via telephone, e-mail, socialand digital platforms

• 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 to be 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

Skills Required:

• Customer Service

• Computer-literate

• Timekeeping

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