POSTING START DATE - 06/01/2025
POSTING END DATE: 20/01/2025
LOCATION: Coventry
In a commercial role at JLR, you can reimagine the future of modern luxury. In teams focused on extraordinary customer experience, sustainability, and forward-thinking, you’ll work alongside strategically-minded problem-solvers supporting the transformation of our iconic house of brands – Range Rover, Defender, Discovery, and Jaguar – and our heritage-rich JLR Classic range. Becoming a proud creator of the exceptional starts here.
WHAT TO EXPECT
The UK Client Relationship Centre is 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 Client Experience Advisor, you will be a knowledgeable expert in our brands 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 proactive contacts to and from clients, retailers, and third parties daily. We recruit for attitude and train for skills, so we are looking for candidates with an aptitude for delivering exceptional client experiences, and candidates are welcome from all industries.
Key Accountabilities and Responsibilities
In this role, you will be responsible for managing client and retailer inbound and outbound calls via the customer communication channels (including chat, social media, and email) and building rapport with the clients and retail teams. You will be responsible for accurately understanding queries and delivering exceptional services aiming to provide a first point of resolution whenever possible. Other responsibilities include but are not limited to:
1. Identify and manage any complaints on the initial contact.
2. Identify opportunities for process improvement, both in the Client Relationship Centre, retailer network, and wider business, taking action to continuously improve the operation for the benefit of the client and/or the retailer.
3. Maintain effective relationships across the whole JLR business and retail network driving client experience.
4. Provide creative client and retailer solutions where the client is at the heart of all decision-making.
5. Work across all JLR functions, UK national sales centre, retail network, and third parties to drive client experience.
WHAT YOU'LL NEED
1. Experience in the delivery of exceptional client experiences.
2. An individual with a technologically savvy and client-first mindset.
3. Strong decision-making and problem-solving skills, able to deliver results under pressure.
4. An effective and highly motivated team player, actively leading, developing, and supporting team members.
Creating Modern Luxury requires a modern approach to work. At JLR, hybrid working is a voluntary, non-contractual arrangement providing employees more choice and flexibility around how, when, and where they work. Some roles require more on-site work, but details of this can be discussed with the hiring manager during the interview stage.
We work hard to nurture a culture that is inclusive and welcoming to all. We understand candidates may require reasonable adjustments during the recruitment process. Please discuss these with your recruiter so we can accommodate your needs.
Applicants from all backgrounds are welcome. If you’re unsure that you meet the full criteria of a role – but you're interested in where it could take you – we still encourage you to apply. We believe in people's ability to grow and develop within their role – it’s what makes living the exceptional with soul possible.
JLR is committed to equal opportunity for all.
#WEAREJLR
At JLR, we are passionate about our people. They are at the heart of our business. We are committed to fostering a diverse, inclusive culture that is representative of our global customers and the society in which we live; a culture in which every one of our employees can bring their authentic self to work and reach their full potential.
Find out what to expect at each stage of the process along with some hints and tips.
Find out more about working here in our JLR Life Blog:
We look after our employees by offering a host of benefits and investing in their talent through award-winning training.
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