Corporate Case Manager

MSXI recruitment
21000.00 - 23000.00 GBP Annual
08 Aug 2017
23 Aug 2017
Job Type
Contract Type
MSX International is the leading global provider of outsourced business solutions for the automotive industry. We have the hands-on experience of automotive best practices, the state-of-the-art technology and the in-depth information to boost company efficiency and profitability.

Currently we are looking to fill the position of



The UK Customer Contact Centre is a part of the UK NSC Customer Service function. This function is the owner of the operational relationship with the UK Retailer Network on all matters relating to Customer Satisfaction and Aftersales Revenue & Profitability. The function is a dual brand role and its core responsibility is to deliver an Industry Leading Ownership Experience that supports the long term sustainable business growth of both the Jaguar & Land Rover Brands.

The Executive Office is responsible for dealing with all UK customer contact into the Jaguar Land Rover CEO, Board of Directors and other senior members of the organisation, plus contact from third parties/professional bodies. The team is also responsible for handling contact on behalf of our major Fleet and Leasing companies, who amass nearly 40% of our all-round vehicle parc volume. As their fleets continue to go, our after sales service provision also needs to do the same.

Main purpose of the role:

To provide high quality service to Jaguar Land Rover drivers, end users, Fleet Managers and Customer Service representatives at the contact Centres for each of the leasing companies. 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 Manager.

Your primary role within the team will be to manage Corporate cases on behalf of the business. You will assist our Retailer Network in delivery a premium customer service experience that is comparable of our larger automotive rivals. Given the nature of the contact other contact into the UK Executive Office, some support may be needed in assisting your colleagues with customer cases that have reached Board level within JLR so an all-round professional approach to all of our customers is a necessity.

You will also be responsible for meeting our Clients and customers on a face to face basis and facilitating any actions required to meet with their fleet administration needs.

Executives are also responsible for identifying trends and informing management of upcoming possible issues. Reporting on cases is essential as weekly reports are fed back through to senior members of the business; Case Managers must ensure their notes are relevant and up to date and provide the company a clear overview of how customers concerns are dealt with.

Candidate Responsibilities:

- Manage customer, 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 Customer First 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 within our network and ensure this is raised through the relevant reporting platform
- Ensure all contacts are captured in the CRC 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, Customer First Behaviours and concern resolution
- Manage face to face meetings with customers and clients, and balance meeting their needs with the abilities of our company
- Identify opportunities for growth and process improvement, and report in to the Executive Office Manager to implement these opportunities
- Promote positive relationship between customers, drivers, Fleet Managers 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 customer 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 Customer Satisfaction and Concern Resolution
- Attend off site visits to inspect vehicles with Engineering, representing Jaguar Land Rover and being the point of contact to any third party/customer throughout these visits
- Handle third party contact relating to UK customers - Motor Codes Ltd, Trading Standards, Police, Court, Solicitors, Independent Arbitration, Press Office and insurance Companies if required
- Liaise between varying departments within Jaguar Land Rover, 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 customer contact, and present to Directors for signature, if necessary.
- To provide case synopsis' where required to senior members of staff to facilitate decision making.

Candidate Specification:

- 3+ years 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 minimal supervision and under great pressure.
- Clear demonstration of a Customer First mind-set in everything that they do
- Confident and out-going with exceptional networking, inter-personal 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, able to work to deadlines 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

Reporting to

- Executive Office Team Manager

Working hours

- Monday to Friday (40 hours per week)

What we offer

- Competitive salary (starting at GBP21,000 per annum, increasing to GBP23,000 based on an 18 month performance-based merit scheme)
- Free parking
- Other company benefits:
- 25 days annual leave (pro rata)
- Company contributory pension plan
- Cash back health care scheme (benefit value approx. GBP675)
- Life assurance

- 20 days full pay sick days (after three months service)

- Salary exchange childcare vouchers

- Car salary exchange scheme

MSXI is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity