Customer Care Process Lead

Beyond Property, Purchasing, HR and IT, more than being part of our Finance or Marketing teams, beyond even Sales and Service, every role in every business area offers unique opportunities to make an impact on the future of mobility and the automotive industry.

WHAT TO EXPECT

The Overseas region consists of 70+ countries, 8 National Sales Companies (NSC), 2 Regional Offices (RO), & 1 UK based operations team.

The Customer Care Process Lead role within the Customer Care team will be responsible for working with markets to improve service processes supporting the Technical Manager, with a targeted outcome that benefits our clients and delivers a modern luxury ownership experience.

This is a great opportunity to be a part of the Overseas Regional Customer Care team, with opportunities to broaden experience across the wider operations of the region.

Key Accountabilities & Responsibilities:

• Support the voice of the Customer/Region (e.g. quality, technical, warranty) into the global centres of excellence to drive improvements in resolution of key issues.


• Drive completion of service campaigns across markets as a key approach to prevention of vehicle quality concerns to improve the Customer experience.


• Lead the launch planning process for Overseas Customer Care to ensure the markets are ready to support EV vehicles within the service areas and processes.


• Drive the Customer experience from a technical perspective across the region, inc. focus on Right First Time Fix and retailer process.


• Support / coach markets with regards to the local technical agenda, and share best practice across markets


• Review Goodwill & Buyback spend to ensure JLR processes are being utilised appropriately - identify opportunities to reduce costs.


• Identify prevent recurrence opportunities and drive continuous improvement - which can include market visits where appropriate.
  
  Significant experience/knowledge of Customer Care processes related to the detection, diagnosis and repair of complex vehicle concerns.


• Significant experience in data analysis and presenting conclusions/suggestions to benefit the target audience and objectives.


• Significant experience and understanding of issue prioritisation and problem solving.


• Ability to work independently and proactively, taking full ownership and responsibility for own work; fully invested in achieving a successful result.


• Strong interpersonal/communication skills, including ability to manage/lead/support relationships and communicate effectively at all levels.


• Good influencing skills.
  
  Bring all this to the home of premium innovation, and you'll find the opportunities to further your career with a world-class team, a discounted car purchase and lease scheme for you and your family, membership of a competitive pension plan and performance related bonus scheme. All this and more makes JLR the perfect place to continue your journey.


This role may offer the opportunity for hybrid working where you can split your time between working from home and in the office. At JLR, hybrid working is a voluntary, non-contractual arrangement providing employees with more choice and flexibility around how, when and where they work, if suitable for their role. Further details can be discussed with the Hiring Manager at interview stage.

JLR is committed to equal opportunity for all.