Customer Experience Advisor - JLR (12 month fixed term contract)

• Supporting the launch of the Jaguar Land Rover OneApp (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 within 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

With over 5,000 employees based in more than 80 countries across the globe, our teams provide industry leading expertise that spans:

• Consumer Engagement
• Parts, Accessories & Service Performance
• Actionable Insights
• Repair Optimization & Compliance
• Learning Solutions
• Distribution & Sales Performance

Our proven track record means that we now partner with almost every car manufacturer on the market.

The MSX Purpose

To empower Movers and Makers to thrive in our ever-changing world

The MSX Mission

To harness our expertise in mobility, the creativity of our global teams, and the power of technology, to craft tailored, sustainable and innovative solutions.

The MSX Vision

To be the clients’ first choice, recognized for our operational excellence and commitment to driving change and innovation in the mobility industry.

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.