Job

Customer Service Manager

Apply now Pembrook Resourcing LTD

Salary:

Customer Experience Manager

Pembrook Resourcing currently have an exciting opportunity for a Customer Experience Manager to join a well-known dealership in the area. 

Main Duties: 

 

The role of the Customer Experience Manager is to:

  • Proactively manage escalated customer complaints to resolution to the satisfaction of both the customer and the client. Reporting to the Operations Director and working closely with Retailer HOBs and Line Managers, The Customer Experience Manager will liaise with all key stakeholders to enhance client’s reputation with our customer base whilst protecting the financial and legal standing of the company.

The individual:

 

  • Full UK driving licence.
  • Smart appearance.
  • Competency in numeracy, literacy, and IT.

  Additional Requirements:

 

  • Deals promptly and directly with all escalated customer complaints and SQD cases from JLRFS within the clients division.

  • Maintains line of communication with customer throughout the resolution process within agreed timescales/method of contact.

  • Coordinates and communicates with HOB and line managers within the retailer team to ensure resolution of customer issues. A priority is to avoid AVC (Assisted Vehicle Change) scenarios.

  • Builds relationships and liaises with head off customer service facilities (CRC, Executive office). Maintains lines of communication throughout the resolution process.

  • Initiates feedback on customer process improvements to retailer HOB. Monitors the implementation and success of these process improvements.

  • Personally demonstrates & encourages the JLR retailer teams to demonstrate the JLR Customer First Principles in their daily activities & in all interactions with customers.

  • Liaises with clients legal counsel over matters concerning consumer law to ensure the legal and financial position of the company is not jeopardised.

  • Updates Harwoods internal complaints log (Pinnacle).

  • Updates Operations Director on a weekly basis with case load status.

 

IT IS VERY IMPORTANT TO INCLUDE CORRECT CONTACT DETAILS, SO WE CAN CONTACT YOU REGARDING THE APPLICATION MADE! We wish you the best of luck! 

Apply now Pembrook Resourcing LTD

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