Customer Experience Advisor

Job Description

• Supporting the launch of the Jaguar Land Rover One App (Telematics app) within the Jaguar Land Rover Customer Relationship Centre
• Handle customer enquiries, complaints, and escalations professionally and efficiently.
• Providing answers to clients by identifying problems, researching answers, and guiding clients through corrective steps.
• Record events and problems and their resolutions in a ticketing system.
• Liaise with Client; work hand in hand with JLR individuals and teams.
• Ensure all correct processes and procedures are followed.
• Build strong relationships with customers to promote loyalty and retention.

Must:

• Experience in customer experience roles.
• Strong communication and interpersonal skills.
• Excellent problem-solving and conflict-resolution abilities.
• Experience using CRM and customer feedback management systems.
• Experience in troubleshooting issues.
• Good problem-solving skills and communication skills.

Desirable:

• Experience with in the automotive industry or luxury retail environment.
• Knowledge of customer journey mapping and customer experience methodologies.
• Understanding of NPS, CSI, and customer insight tools.

Working hours and location

12 month fixed contract

Coventry

Monday-Friday

08:00 - 17:00 hours (week on, week off)

4 week induction in office
- Jaguar Land Rover Whitley, Coventry

2 week Grad Bay
- Jaguar Land Rover Whitley

2 days in office Tuesday and Wednesday (after 6 weeks)

Package

• Up to £38,000 per year
• 25 day annual leave entitlement (plus bank holidays)
• Company contributory pension plan
• Cashback healthcare scheme
• Life Assurance
• Car Salary Exchange Scheme

MSX is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, neurodiversity or other personal characteristics and backgrounds, age, sexual orientation, gender reassignment, religion or belief, or marital and parental status. As users of the Disability Confident scheme, we interview all disabled applicants who meet the minimum criteria for the vacancy.