At a Glance
- Tasks: Manage customer retention products and ensure excellent service for dealers and customers.
- Company: Join the dynamic team at JCB World Parts Centre.
- Benefits: Enjoy a competitive salary, 33 days’ holiday, and great perks like an onsite gym.
- Other info: Collaborative environment with opportunities for personal and professional growth.
- Why this job: Make a real impact by enhancing customer experience and supporting innovative programmes.
- Qualifications: Strong customer service skills and experience with data analysis and SAP.
The predicted salary is between 25185 - 28500 £ per year.
Salary and Contract
Competitive Salary. Full Time. Permanent.
About the Role
An exciting opportunity has arisen for a Customer & Product Retention Specialist to join the team at JCB World Parts Centre.
This role is responsible for supporting JCB's customer retention products, including Machine Care Extended Warranty and Service Contracts, ensuring excellent service is delivered to both dealers and customers.
As a key member of the team, you will manage the day‑to‑day administration of Machine Care warranty and service contract products, maintain contract pricing and data within SAP, support invoicing activities and provide analytical insights to support business decision‑making.
You’ll also play an important role in supporting new programme launches and the implementation of tools and processes that enhance the customer experience.
This role would suit an organised and customer‑focused individual who enjoys working with systems, data and stakeholders in a fast‑paced environment.
Responsibilities
- Managing the day‑to‑day administration of Machine Care Extended Warranty and JCB Service Contract programmes.
- Monitoring and responding to dealer enquiries received through the TCO inbox, ensuring timely and accurate communication.
- Maintaining Extended Warranty pricing within SAP, ensuring data integrity and alignment with current programmes.
- Investigating and resolving pricing, invoicing and contract‑related issues, working with relevant departments where required.
- Supporting the implementation of new Extended Warranty programmes and campaigns within SAP.
- Assisting with the rollout, adoption and ongoing support of the Service Contract Management Tool.
- Managing the software and online systems used to calculate and administer service contracts.
- Processing service contract orders and claims through the Service Contract Management Tool, ensuring compliance and accuracy.
- Producing reports and analysing service contract, warranty and pricing data using Excel and Power BI.
- Supporting invoicing activities and ensuring contract‑related transactions are processed accurately.
- Handling day‑to‑day customer and dealer queries relating to Machine Care, service contracts and warranty products.
- Maintaining accurate records and ensuring data quality across systems.
- Identifying opportunities to improve processes, systems and customer experience.
- Working collaboratively with colleagues across Customer Support, Finance, IT and other business functions.
Qualifications & Skills
- Excellent customer service skills and ability to build strong relationships with customers, dealers and colleagues.
- Strong organisational and administrative skills, with the ability to manage multiple priorities effectively.
- Exceptional attention to detail and pride in producing accurate work.
- Confident problem solver who can investigate issues and identify effective solutions.
- Comfortable working with data and able to analyse and interpret information to support decision‑making.
- Strong written and verbal communication skills.
- Proficient in Microsoft Office applications, particularly Excel and Power BI.
- Experience working with SAP or similar business systems.
- Previous experience within pricing, warranty administration or service contract management.
- Familiarity with dealer support, customer service or operational support environments.
- Enjoys working as part of a team and supporting shared business objectives.
- Proactive and enthusiastic about improving processes and systems.
Benefits
Competitive salary, 33 days’ holiday, company pension scheme, onsite gym, in‑house doctor and dentist, ULEV car scheme, JCB Rewards Hub discounts, Cycle to Work Scheme.
Next Steps
Ordinarily, our Resourcing Team reviews and shortlists CVs.
If shortlisted, you’ll speak to one of our Recruiters to discuss the role further.
Our interview process usually consists of an initial team interview followed by an in‑person interview.
We’ll keep in touch throughout the process but if you have any questions, please get in touch at
EEO Statement
We value diversity and welcome applications from candidates from all backgrounds.
Recruitment Agencies
JCB does not accept any speculative approaches to present candidates for advertised vacancies.
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Customer & Product Retention Specialist employer: JCB
At JCB, we pride ourselves on being a world-class, family-owned business that truly values its employees. As a Telematics Product Owner, you will thrive in a collaborative environment that fosters innovation and personal growth, supported by competitive salaries, generous holiday allowances, and unique benefits like an onsite gym and ULEV car scheme. Join us in our commitment to excellence and be part of a team that is shaping the future of connected technology in a dynamic and inclusive workplace.
StudySmarter Expert Advice🤫
We think this is how you could land Customer & Product Retention Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at JCB. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like JCB before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer & Product Retention Specialist
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to JCB:Your cover letter is your chance to shine! Tell us why you want to work at JCB specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at JCB!
How to prepare for a job interview at JCB
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
