Corporate Executive Support in Jaguar Land Rover Coventry,England,UnitedKingdom

Website Jaguar Land Rover

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About the job

REQ ID: 100641

JOB TITLE: Corporate Executive Support

SALARY: £22,371 – £23,000

POSTING END DATE: 04/08/2022

LOCATION: Coventry

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.

The UK Customer Experience Centre is part of our Customer Service function. Its core responsibility is to deliver an industry ownership experience, alongside the Jaguar Land Rover UK Retailer network, that supports the long term sustainable business growth of both the Jaguar and Land Rover brands. The Corporate Office is responsible for dealing all UK lease companies and businesses that Jaguar Land Rover has relationships with. As a member of the Corporate Executive Support you will provide high quality service to Jaguar Land Rover customers and exemplary support to the Retailer network upon their each and every contact with us. You will be responsible for managing your own case workload on a day to day basis, meeting tight deadlines, with minimal supervision from your Team Leader.

You are also responsible for identifying trends and informing management of upcoming possible issues. Reporting on cases is essential as weekly reports are fed back through to senior members of the business; you must ensure notes are relevant and up to date and provide the company a clear overview of how customers concerns are dealt with. You must also work with Corporate JLR Clients and act as a point of escalation for internal departments such as Corporate Operations, Jaguar Land Rover Financial Services, Contract Hire and Leasing team and the Customer Experience team in the Customer Contact Centre.

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 customers, Retailers and third parties on a daily basis.

What To Expect

  • Manage customer, Retailer and third party contact (telephone/e-mail/digital/letter) taking ownership through to final closure
  • Be an expert Case Manager and offer robust solutions, whilst adopting a Customer First approach at all times which subsequently achieves fast case resolution
  • Where required, quickly implement the required escalation process and ensure they are adhered to on each occasion
  • Identify poor performance and ensure this is raised through the relevant reporting platform
  • Ensure all contacts are captured in the Customer Experience Centre Case Management Systems to enable the CEC to be a valuable data source to the wider business
  • Act as a role model for JLR Values, Customer First Behaviours and concern resolution
  • Promote positive relationship between customers and Retailers to ensure our integration with the Retailer network is seamless
  • Provide support to the Retailer network to assist them in achieving a ‘best in class’ service, driving customer loyalty and retention
  • Ensure the Retailer network follows all correct processes and procedures to address any technical/quality issue
  • Achieve great results in respect to Customer Satisfaction and Concern Resolution
  • Attend off site visits to inspect vehicles with Engineering, representing Jaguar Land Rover and being the point of contact to any third party/customer throughout these visits
  • Handle third party contact relating to UK customers – Motor Codes Ltd, Trading Standards, Police, Court, Solicitors, Independent Arbitration, Press Office and insurance Companies.
  • Liaise between varying departments within Jaguar Land Rover, including Technical Services, Engineering, Order Control, Financial Services, Corporate and TDMS and the Warranty teams
  • To provide up to date case management statistics and detail within the required reporting platform
  • Draft letters in response to customer contact, and present to Directors for signature, if necessary.
  • To provide case synopsis’ where required to senior members of staff to facilitate decision making.

What You’ll Need

  • 3+ years customer service experience
  • 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


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 and membership of a competitive pension plan. All this and more makes Jaguar Land Rover 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 Jaguar Land Rover, 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.

Please be aware that we may close this vacancy for applications before the stated deadline if we receive a high volume of interest. We strongly advise you to submit your application as early as possible.

Jaguar Land Rover is committed to equal opportunity for all.

Company: Jaguar Land Rover

Vacancy Type: Full Time 

Job Location: Coventry,England,UnitedKingdom

Application Deadline: N/A

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