Address
Form of work
SalaryCustomer Service Advisor (FTC)
Appleby Magna (DE12 8AA)
up to £25,000 per annum, plus 30 days holiday, pension, life assurance, employee assistance programme, wellbeing support, and flexible benefits scheme
About the Job
Relationships mean everything to us, and this one is particularly special. You’ll have an important part to play in automotive success that spans nearly 50 years. We don’t just have a way of working, we have The Unipart Way. It allows everyone in our team to pursue their own personal and professional goals to a world class level, through Unipart's ‘From Gate to Great’ training and development program.
As a forward thinking and people focused company, this is a fantastic opportunity to work as part of Unipart’s Customer Support Team to deliver great Customer Service to Jaguar Land Rover (JLR), their retailers, our global importer network, and our global customer support teams.
As part of your key responsibilities you’ll:
- Be an integral part of one of our customer support teams (Backorder team or UK Team delivering amazing customer support to the JLR retailer network
- Be really well organised, and able to respond in a timely manner to meet KPIs (key performance indicators) and other standard processes with great accuracy and quality every time
- Help us to develop a culture of customer satisfaction by handling and taking responsibility for inbound queries to market leading KPI requirements - it’s a fast paced environment, so you’ll be resolving customer and client issues through a number of channels, whilst still meeting our best in class targets of 98% resolution within 2 hours, 2% within 2-6 hours
- Coach JLR Retailers on all aspects of JLR policy, procedures and systems
- Maintain internal databases and look for opportunities to ensure quality and speed are always improving
- As part of your team, you’ll be able to take an active part in daily team meetings, escalations, KPI reporting and service enhancements
- Take the lead in spotting and owning repeated customer issues and look for the best ways to prevent reoccurrence
- Regularly review customer feedback to spot trends and opportunities to make things even better for our clients and the Retailer Experience Programme
About You
We’d love you to have the following skills and experience, but please apply if you think you’d be able to perform well in this role!
- Because this is a very analytical and KPI driven role, we’d like you to have an A level or equivalent level of education including Maths and English at GCSE
- You’ll enjoy working in a fast paced environment dealing with multiple queries and processes at the same time, and thrive on the pressure this can sometimes bring
- Excellent communicator - including effective listening and professional spoken and written skills
- Good IT skills in Microsoft Office and / or Google Suite – SAP experience would be a real advantage
- Significant experience of delivering excellent Customer Service
We do not discriminate on the grounds of race, colour, or nationality, ethnic or national origins, sex, gender reassignment, sexual orientation, marital or civil partnership status, pregnancy or maternity, disability, religion or belief, age or any other current or future protected characteristic as defined in the current Equality Act of England and Wales.
