Client Experience Advisor- J37168100 in Coventry

Location: Whitley, Coventry

Rate: £23.79ph via an Umbrella Company (Inside IR35) or £17.83ph on a PAYE basis

Employment Type: Contract (12 months)

Hours: Standard 40 Hours Per Week

Reference: J37168100 / J37168163 /37168308

Position Description

The UK Client Relationship Centre is a part of our Customer Experience function. Its core responsibility is to become the proud creator of the world’s most desirable, modern luxury brands for the most discerning of clients through delivering exceptional client experiences and support. These services are delivered by our exceptional client experience team.

As a Customer Experience Advisor you will be a knowledgeable expert in our brands in order to achieve effective solutions and deliver the highest level of client experience. You will be part of a large team, working in a fast-paced and energetic environment, whilst managing inbound and predominantly proactive customer contacts at key intervals across the client journey. The role focuses on checking in with clients to ensure they are enjoying their vehicles and coordinating communication between clients and retailers on a daily basis.

We recruit for individuals who are customer-focused, proactive and confident in managing multiple touchpoints across the customer journey. We recruit for attitude and train for skills, seeking candidates who demonstrate a natural aptitude for delivering exceptional client experiences. Applications are welcomed from all industries, as we value transferable skills, strong interpersonal ability, and a genuine passion for customer service.

Key Performance Indicators:

• High client satisfaction returns via both phone and online chat facilities;
• Responsibly reviewing goodwill.

Key Interactions

Working across all business functions to support client queries and problems to include engineering, manufacturing, legal and commercial teams, all retail partners, third-party service providers such as the AA, energy providers, insurers.

We are committed to equal opportunity for all.

Knowledge, Skills and Experience

Essential

• Experience in delivery of exceptional client experiences is preferential, from retail, hotelier, travel, entertainment or automotive brands.
• An individual with a client-first mindset who is easy to do business with and makes people feel special, driven to deliver personalised, seamless and dependable experiences.
• Resilient, energetic and enthusiastic, able to deliver results under pressure and respond constructively to new ideas.
• Strong decision-making and problem-solving skills.
• Ability to challenge existing thinking positively while building credibility and trust through experience and personal style.
• Effective team player, actively leads, develops and supports team members.
• Enables speed in decision making through establishing alignment, clarity, appropriate resources and sense of urgency whilst involving others.
• Technologically savvy with ability to navigate multiple client-management technologies.
• Strong communication skills, written and verbal.
• Strong stakeholder management skills.
• Numerate with excellent attention to detail and ability to outline information straightforwardly.
• Results-orientated with determination to make things happen.
• Highly motivated, energetic and inspirational team player.
• Ability to identify opportunities for improvement and implement change.
• Excellent time-management skills, able to work on multiple tasks and deliver results to agreed schedules.
• Ability to make quick and competent decisions.
• Experience managing a high volume of queries.

Desirable: experience in a role that implemented a goodwill process for clients, including reviewing and communicating these decisions.

Key Accountabilities and Responsibilities

• Offer exceptional client support for all UK Jaguar Land Rover product owners, being a critical point of contact and resolution.
• Build rapport with clients and retail teams, accurately understand queries and deliver exceptional service to provide a first point of resolution whenever possible.
• Manage client and retailer inbound and outbound contact via all customer communication channels including telephone, chat, social media and email.
• Be a knowledgeable expert in the brand and products; identify and manage any complaints on initial contact.
• Adopt a Modern Luxury mindset, offer robust solutions with the client at the heart; identify opportunities for process improvement across the centre, retailer network and wider business, taking action to continuously improve the operation.
• Drive data quality through effective management of client data in customer management systems and champion data protection compliance.
• Provide creative client and retail solutions with the client at the heart of all decision making; work across all functions, UK national sales centre, retailer network and third parties to drive client experience.
• Financially empowered to take appropriate decisions in support of client satisfaction.
• Act as a role model for values, principles and behaviours and a true ambassador for delivering modern luxury service delivery.
• Support the retailer network to assist them in achieving truly modern luxury service delivery, driving client loyalty and retention.
• Achieve positive results that generate high customer satisfaction.
• Be client-centric, putting the client at the heart of every action.
• Attend to finest details, show great care and passion for the brand.
• Adapt at multitasking and handling diverse customer needs in a dynamic environment.
• Fully proficient in verbal and written communication to support clients across various platforms.

Additional Information

This position is confirmed inside IR35.

Equality and Diversity

No terminology within this advert is intended to unlawfully discriminate on the grounds of age, sex, race or disability and we welcome all applications.