Proactive Advisor

Job Overview

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

Key Accountabilities and Responsibilities

• Offering exceptional client support for all UK Jaguar Land Rover product owners, being a critical point of contact and resolution.
• Responsible for building rapport with clients and/or retail teams, accurately understanding queries and delivering exceptional services aiming to provide a first point of resolution whenever possible.
• Manage client and retailer inbound and outbound contact via all customer communication channels to include telephone, chat, social media and email.
• Be a knowledgeable expert in the brand and products; identify and manage any complaints on the initial contact.
• Adopt a Modern Luxury mindset approach in the way you offer robust solutions with the client at the heart of everything you do; identify opportunities for process improvement.
• Maintain effective relationships across the whole business and retail network driving client experience.
• Drive data quality through effective management of client data in customer management systems and be a champion of data protection compliance.
• Provide creative client and retailer solutions where the client is at the heart of all decision making.
• Financially empowered to take appropriate decisions in support of client satisfaction.
• Act as a role model for values, principles and behaviour and a true ambassador for delivering modern luxury service delivery.
• Provide support to 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.
• The individual must be client centric, putting the client at the heart of every action they do.
• The individual must be attentive to the finest of details and show great care and passion for the brand.
• Adept at multitasking and handling diverse customer needs in a dynamic environment.
• Fully proficient in verbal and written communication to support our clients across various platforms.

Knowledge, Skills and Experience

• Experience in delivery of exceptional client experiences is preferential, from sectors such as retail, hotelier, travel, entertainment or other relevant sectors.
• An individual with a client first mindset who is easy to do business with and makes people feel special.
• An individual who is resilient, energetic and enthusiastic, able to deliver results under pressure.
• Strong decision making and problem solving skills.
• An individual who is able to challenge existing thinking in a positive way whilst building credibility and trust.
• An effective team player, actively leads, develops and supports team members.
• Technologically savvy with an ability to navigate multiple client management technologies.
• Strong communication skills, both written and verbal.
• Strong stakeholder management skills.
• Numerate with excellent attention to detail, results oriented with a determination to make things happen.
• A highly motivated, energetic and inspirational team player.
• 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 make quick and competent decisions.
• Experience of managing a high volume of queries.

Desirable: Having worked in a role which has implemented a goodwill process to clients, having reviewed and communicated these decisions to clients.

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; all retail partners; third party service providers who support the client experience.