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14 days ago
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Customer Solutions Manager


MSX International
Salary: £36,000
Location: Coventry
Job type: Permanent
Contact: Emily Stevenson
Category: Aftersales
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MSX International is the leading global provider of outsourced business solutions for the automotive industry. We have the hands-on experience of automotive best practices, the state-of-the-art technology and the in-depth information to boost company efficiency and profitability

Currently we are looking to fill the position of

 

Customer Solutions manager

 

Based in Whitley, coventry

 

 

Objectives

To ensure that the Customer Relations Case Management Teams provide a high quality service to Jaguar Land Rover customers and exemplary support to the Retailer network upon their each and every contact with us. You and your team will be responsible for resolving customer concerns / issues, and to ensure that we provide ‘a proactive, ‘best in class’ leading service to customers throughout their entire lifecycle with the Jaguar and / or Land Rover’ brand. You will be a key driver of the Customer First Principles Strategy throughout the department, driving high customer satisfaction and fast case resolution

 

Candidate Responsibilities

·       Provide leadership and clear direction to the department that drives strong performance, ensuring all KPIs are met and customer and Retailer satisfaction is achieved

·       Drive efficient and fast case resolution throughout the department and ensure a high level of case management is delivered

·       Lead the team to achieve a collaborative partnership with the Retailer network that delivers results

·       Support the department with identifying robust solutions to complaints, working closely with internal and external stakeholders

·       Ensure escalation processes are followed where and when appropriate both internally and externally

·       Identify emerging issues, utilising data intelligence and escalate to Senior Management as required

·       Identify opportunities for continuous improvement and create a culture of innovation through effective leadership

·       Communicate information effectively that delivers alignment and understanding within the department

·       Work closely with the Learning and Development team to develop and maintain the required level of knowledge and performance in the department

·       Support new system projects from launch to delivery, ensuring they are successful and provide opportunities for growth

·       Design and deliver solutions to complex operational problems

·       Conduct regular 1-1s and Team Meetings with direct reports to support in driving strong performance through objectives and competencies

·       Manage appraisals, corrective actions and personal development of direct reports.

·       Oversee the delivery of reward, recognition and employee communication strategies, driving high levels of employee satisfaction

·       Act as a role model for JLR Values, Customer First Strategy and concern resolution.

·       Manage relationships effectively with all stakeholders internally and externally, leading by example

 

Candidate Specifications

·       3-5 years experience in a Management role

·       Results oriented with a determination to make things happen. A highly motivated, energetic and inspirational leader.

·       Empathetic able to create, develop and manage a high performing team.

·       Ability to influence effectively across a network, balancing a broad range of priorities, with minimal supervision and under great pressure.

·       Clear demonstration of a Customer First mind-set in everything that they do

·       Confident and out-going with exceptional networking, inter-personal and influencing skills, possessing advanced communication and presentational skills.

·       Analytical with the ability to interpret quantitative and qualitative data and relate it to operational activity.

·       Process orientated with great attention to detail

·       Excellent communication, presentation & influencing abilities

·       Ability to identify opportunities for improvements and implement change

·       Excellent time management skills, able to work to deadlines on multiple projects and deliver results to agreed schedules

·       Ability to understand, interpret and action improvements

·       Strong decision making and problem solving skills

·       Ability to make quick and competent decisions

·       Results oriented with a determination to make things happen.

·       A highly motivated, energetic and inspirational team player

·       Ability to influence effectively across the network, balancing a broad range of priorities, with minimal supervision and under great pressure.

·       Clear demonstration of a Customer First mind-set in everything that they do

·       Confident and out-going with exceptional networking, inter-personal and influencing skills, possessing advanced communication skills.

·       Process orientated with great attention to detail

·       Ability to identify opportunities for improvements and implement change

·       Excellent time management skills, able to work to deadlines on multiple tasks and deliver results to agreed schedules

·       Ability to understand, interpret and action improvements

·       Strong decision making and problem solving skills

·       Ability to make quick and competent decisions

 

Working hours

·       Full time (40hrs per week)

 

What we can offer you

·       Salary of £36,000 per annum

·       Other company benefits:

o   25 days annual leave

o   Company contributory pension plan

o   Cash back health care scheme

o   Life assurance

o   Company sickness policy

o   Salary exchange childcare vouchers

o   Car salary exchange scheme

 

Application

MSXI is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy or maternity


 

 

MSX International is the leading global provider of outsourced business solutions for the automotive industry. We have the hands-on experience of automotive best practices, the state-of-the-art technology and the in-depth information to boost company efficiency and profitability

Currently we are looking to fill the position of

 

Customer Solutions manager

 

Based in Whitley, coventry

 

 

Objectives

To ensure that the Customer Relations Case Management Teams provide a high quality service to Jaguar Land Rover customers and exemplary support to the Retailer network upon their each and every contact with us. You and your team will be responsible for resolving customer concerns / issues, and to ensure that we provide ‘a proactive, ‘best in class’ leading service to customers throughout their entire lifecycle with the Jaguar and / or Land Rover’ brand. You will be a key driver of the Customer First Principles Strategy throughout the department, driving high customer satisfaction and fast case resolution

 

Candidate Responsibilities

·       Provide leadership and clear direction to the department that drives strong performance, ensuring all KPIs are met and customer and Retailer satisfaction is achieved

·       Drive efficient and fast case resolution throughout the department and ensure a high level of case management is delivered

·       Lead the team to achieve a collaborative partnership with the Retailer network that delivers results

·       Support the department with identifying robust solutions to complaints, working closely with internal and external stakeholders

·       Ensure escalation processes are followed where and when appropriate both internally and externally

·       Identify emerging issues, utilising data intelligence and escalate to Senior Management as required

·       Identify opportunities for continuous improvement and create a culture of innovation through effective leadership

·       Communicate information effectively that delivers alignment and understanding within the department

·       Work closely with the Learning and Development team to develop and maintain the required level of knowledge and performance in the department

·       Support new system projects from launch to delivery, ensuring they are successful and provide opportunities for growth

·       Design and deliver solutions to complex operational problems

·       Conduct regular 1-1s and Team Meetings with direct reports to support in driving strong performance through objectives and competencies

·       Manage appraisals, corrective actions and personal development of direct reports.

·       Oversee the delivery of reward, recognition and employee communication strategies, driving high levels of employee satisfaction

·       Act as a role model for JLR Values, Customer First Strategy and concern resolution.

·       Manage relationships effectively with all stakeholders internally and externally, leading by example

 

Candidate Specifications

·       3-5 years experience in a Management role

·       Results oriented with a determination to make things happen. A highly motivated, energetic and inspirational leader.

·       Empathetic able to create, develop and manage a high performing team.

·       Ability to influence effectively across a network, balancing a broad range of priorities, with minimal supervision and under great pressure.

·       Clear demonstration of a Customer First mind-set in everything that they do

·       Confident and out-going with exceptional networking, inter-personal and influencing skills, possessing advanced communication and presentational skills.

·       Analytical with the ability to interpret quantitative and qualitative data and relate it to operational activity.

·       Process orientated with great attention to detail

·       Excellent communication, presentation & influencing abilities

·       Ability to identify opportunities for improvements and implement change

·       Excellent time management skills, able to work to deadlines on multiple projects and deliver results to agreed schedules

·       Ability to understand, interpret and action improvements

·       Strong decision making and problem solving skills

·       Ability to make quick and competent decisions

·       Results oriented with a determination to make things happen.

·       A highly motivated, energetic and inspirational team player

·       Ability to influence effectively across the network, balancing a broad range of priorities, with minimal supervision and under great pressure.

·       Clear demonstration of a Customer First mind-set in everything that they do

·       Confident and out-going with exceptional networking, inter-personal and influencing skills, possessing advanced communication skills.

·       Process orientated with great attention to detail

·       Ability to identify opportunities for improvements and implement change

·       Excellent time management skills, able to work to deadlines on multiple tasks and deliver results to agreed schedules

·       Ability to understand, interpret and action improvements

·       Strong decision making and problem solving skills

·       Ability to make quick and competent decisions

 

Working hours

·       Full time (40hrs per week)

 

What we can offer you

·       Salary of £36,000 per annum

·       Other company benefits:

o   25 days annual leave

o   Company contributory pension plan

o   Cash back health care scheme

o   Life assurance

o   Company sickness policy

o   Salary exchange childcare vouchers

o   Car salary exchange scheme

 

Application

MSXI is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy or maternity


 

 

Apply

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