Salary: Competitive Salary Contract Type: Full Time Working Pattern: Permanent An opportunity to join our team has arrived. JCB is a truly world class, family owned business. We are proud of our achievements and recognise that future growth and success is shaped by the ambition of the JCB team. If you are looking for a career with a business where people really count, look no further than JCB. Overview of the role: We are looking to recruit a Customer Uptime Specialist (CUS) to work within our dealer facing Customer Uptime Team to deliver JCB’s Finest Customer Experience. The successful candidate will report directly to the Customer Service Manager and will be focusing on resolving aftermarket parts enquiries raised by the dealer network on the wide range of current JCB products. The role requires candidates with experience of successfully delivering problem solutions within a large corporate environment, with a focus on exceeding service targets and supporting continual service improvements. The CUS will work with our Purchasing, Inventory, and Operations teams, as well as our 3rd Party Logistics Providers to ensure that parts supply, warehousing, and distribution performance exceeds the expectations of our customers. The role will also involve directing and acting as a point of contact for dealers to ensure that parts support is available for all technical and logistical concerns. Further to this, the role will require the individual to be able to manage and deliver projects alongside the day to day workload that drive improvements, both internally and externally, in our customer’s experience with JCB. Your Responsibilities as a Customer Uptime Specialist: The successful candidate will be responsible for delivering the Industry’s Finest Customer Experience through our dealer network. To do this the Customer Uptime Specialist will: Ensure fast and accurate responses to all dealer concerns Be an effective communicator Deliver against performance reports and KPIs to drive service delivery improvements Bring forward new innovative and efficient ways of working and streamlining processes to gain overall service improvements Engage with operational teams and the dealer network to identify opportunities to reduce case volume Manage all parts related calls through the JCB TechWeb system from the dealer network Deliver training content to the JCB dealer network Manage and deliver individual projects to drive improvements in JCB customer service About you: To be successful you will need to have experience and skills including: A sense of urgency to deliver fast and accurate responses to dealer concerns A proactive approach and adaptable mindset Passionate to find first time solutions Confidence to work both collaboratively and independently Excellent verbal and written communication skills with the ability to communicate effectively with customers and team members at all levels in the organisations Customer Support experience (ideally >2 Years) Computer literate – Strong IT skills, Experience with SAP preferable. Experience in warehouse operations, logistics, and parts supply preferable. Rewards you deserve: This is your chance to join a company that values expertise not only in rewards but also in real employee care. At JCB you don’t just get a competitive salary, 33 days’ holiday and access to our company pension—you can also use our onsite gym, in-house doctor, dentist and visiting optician. We have an ULEV car scheme available for our employees too. Then there’s the JCB Rewards Hub, which gives you discounts with high street retailers. Feel like biking to work? There’s our Cycle to Work Scheme. JCB: Building a Brighter Future We value diversity and welcome applications from candidates from all backgrounds. We’re committed to ensuring our recruitment process is fair and inclusive. If you face any accessibility challenges with your online application and require additional support, you have the option of speaking to a member of our recruitment team who can support you to complete an application in an alternative format. If you would benefit from this support, please email recruitmentjcb.com, and a member of the team will be in touch. Recruitment Agencies: JCB does not accept any speculative approaches to present candidates for advertised vacancies.