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

MSX has been a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally for more than 30 years. Our unwavering commitment is to help our clients transform their businesses and effectively manage operations in the areas of: Sales Performance; Repair Optimization and Compliance; Parts and Accessories Sales Performance; and Consumer Engagement. With our global teams, industry expertise, and the power of technology, we design and deliver tailored, sustainable, and innovative solutions and services that help our clients optimize their operations and captivate their customers. 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.