Customer Experience Support Team Manager

MSXI recruitment
£27,000 + company benefits
10 Aug 2017
22 Aug 2017
Contract Type
Full Time
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:

Customer Experience Support Team Manager

Based in Midlands: Coventry, CV3 4LF

Main purpose of the role

To ensure that the Customer Experience Support team provide a high quality service to Jaguar Land Rover customers and exemplary support to the Retailer network upon their each and every contact with us. They are the face of Jaguar Land Rover UK and it is vitally important that a high level of quality is provided to each and every contact, demonstrating that they are knowledgeable experts in the JLR brands and products. You will be leading them to deliver the overall JLR UK CRC Objective which is 'To provide a proactive, 'best in class' leading service to customers throughout their entire lifecycle with the Jaguar and / or Land Rover' brand.

Candidate Responsibilities

- Provide leadership and clear direction to the Customer Experience Support Co-ordinator's to ensure all KPI's are met and good relationships with retailer's are maintained
- Drive proactive contact / follow up from numerous channels (social channel / surveys / roadside assistance) with the Retailer network and customers as required to deliver the JLR strategy of a 'proactive' contact centre
- Oversee and manage inbound (e-mail / phone) General Enquiry contacts, ensuring capture of every contact in the SV-CRM system
- Ensure that prospects / leads are identified and work with your teams to drive these through to the Retailer network to support customer loyalty
- Ensure that a high level of product knowledge is maintained within the team, utilising all available resources
- Work collaboratively with the Customer Solutions Teams to ensure a seamless customer and Retailer experience in respect to customer concern management
- Ensure that goodwill empowerment is managed in accordance with polices and guidelines
- Identify opportunities for continuous improvement and create a culture of innovation through effective leadership
- Communicate information effectively to internal and external parties to ensure alignment and understanding
- Work closely with the Workforce Management team, to ensure adherence is met and any periods of low resource are managed effectively
- Conduct regular 1-1s and Team Meetings with direct reports to support in driving strong performance through objectives and competencies
- Manage appraisals, corrective actions and personal development of direct reports.
- Oversee the delivery of reward, recognition and employee communication strategies
- Act as a role model for JLR values and Customer First Strategy

Candidate Specification

- 1-3 years experience in a Management role
- Results oriented with a determination to make things happen. A highly motivated, energetic and inspirational leader.
- Empathetic and able to develop and manage a high performing team.
- Clear demonstration of a Customer First mind-set in everything that they do
- Ability to identify opportunities for improvements and implement change
- Excellent time management skills
- Strong decision making and problem solving skills
- Ability to make quick and competent decisions
- Results oriented with a determination to make things happen.
- Ability to influence effectively across the network, balancing a broad range of priorities, with minimal supervision and under great pressure.
- Confident and out-going with exceptional networking, inter-personal and influencing skills, possessing advanced communication skills.

Reporting to

- Customer Experience Support Manager

Working hours

- Full time (40 hours per week)

What we offer

- Competitive Salary (£27,000 annual)
- Laptop
- Other company benefits:

o 25 days annual leave (pro rata)

o Company contributory pension plan

o Cash back health care scheme (benefit value approx. £675)

o Life assurance

o Permanent Health Insurance

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

o Salary exchange childcare vouchers

o Car salary exchange scheme


Email your CV to Emily Stevenson on *********************