Customer Experience Support Coordinator

MSXI recruitment
£18,000 - £20,000
10 Aug 2017
26 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

CRC Customer Experience Support Coordinator

Based in Coventry cv3 4lf

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.

Main purpose of the role:

To provide high quality service to Jaguar Land Rover customers and exemplary support to the Retailer network upon their each and every contact with us. You will be the face of Jaguar Land Rover UK managing inbound and proactive contacts to and from customers, Retailers and third parties. You will be a knowledgeable expert in our brands and products in order to achieve a right first time response and the highest level of customer service. The overall JLR UK CRC Objective ' provide a proactive, 'best in class' leading service to customers throughout their entire lifecycle with the Jaguar and / or Land Rover' brand and your role is pivotal to this being delivered successfully.

Candidate Responsibilities:

- Manage all inbound / proactive contacts (telephone/e-mail/digital/letter) and handle and/or respond in a first class manner
- Be a knowledgeable expert in JLR brands and products
- Identify prospect customers and generate 'hot' leads to the Retailer network via the SV-CRM system
- Manage any complaints on initial contact and handover seamlessly to the Customer Relations teams
- Verify all contacts and update the SV-CRM system to ensure complete Data Protection compliance
- Ensure all contacts are captured in the SV-CRM systems to enable the Jaguar Land Rover UK contact centre to be a valuable data source to the wider business
- Where required, quickly implement the required escalation processes and ensure they are adhered to on each occasion
- Act as a role model for JLR Values, Customer First Principles and Behaviours
- Promote positive relationships between customers and Retailers to ensure a collaborative partnership with the Retailer network is achieved
- 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
- Achieve positive results that generates high Customer Satisfaction

Candidate Specification:

- 2+ years customer service experience
- A good sense of humour
- Ability to manage all types of contacts with a positive 'can do' attitude
- Ability to 'sell' brands through customer service
- Results oriented with a determination to make things happen.
- A highly motivated, energetic and inspirational team player
- Ability to influence effectively across their 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

- CRC Team Manager

Working hours

- Full time (40 hours per week - rotational shifts between the hours of 8am-6pm, to include 2 in 5 Saturdays)

What we offer

- Competitive Salary (£18,000 - £20,000 per annum based on an 18 month performance-based merit scheme)
- Free parking
- 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 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 at *********************

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