Salary
Competitive salary dependent on experience.
Contractual hours
42.5
Basis
Full Time
Region
Dorset
Job category/type
Sales
Date posted
04/09/2024
Job reference
HG012298V0
*This fantastic opportunity is maternity cover on a fixed term contract for 12 months*
At Hendy Christchurch JLR, we are looking for a driven and passionate Customer Experience Manager who will be responsible for influencing the overall customer experience across all 3 of our JLR sites.
You will own the Hendy and JLR ethos of a customer focused business and drive this through all departments, whilst championing customer obsession and building loyalty.
The Opportunity:
In the Customer Experience Manager role, you will:
Manage a small team in each showroom, who will bring local knowledge and administrative support to the role;
Support ownership of complaints into the dealerships, ensuring they are immediately addressed and any customer concerns or dissatisfaction are rectified;
Weekly discussion of 'aged cases' with JLR to ensure a swift solution;
Weekly review of all customer complaint cases that have occurred at the retailer and share root cause analysis with Heads of Departments and Head of Brand performance;
Manage the JLR Customer Voice Programme and its processes to identify continuous improvement opportunities;
Drive improvement in NPS scores as measured through Customer Voice sales and service surveys through introducing preventative measures alongside the site management teams.
Responsible for single point of contact for JLR Customer Relations Centre to address customer dissatisfaction and to rectify these in a timely fashion;
Divisional champion for the Retail Empowerment programme, confirming the dealerships are utilising this brand tool and achieving quick and consistent decisions regarding goodwill.
The Rewards:
As well as a competitive salary and performance related bonus, we offer a structured career with the opportunity for personal development and training within our rewarding environment. In addition, you can expect the following benefits:
Bespoke induction and learning programme and comprehensive ongoing training throughout your career;
Access to car benefit scheme from day one;
Enhanced family leave benefit;
Life Insurance;
Bupa Healthcare Cash Plan for you and your family;
Opportunity to join the company pension scheme;
23 days holiday (plus bank holidays), increasing with length of service;
Discounts on new vehicle, used vehicle, service and parts purchases;
Various perks and discounts with high street and online retailers and services.
About You:
Demonstrable experience working in a similar leadership role, successfully managing and motivating a small team of colleagues to achieve business objectives and ensuring customer/colleague satisfaction.
Creative and curious, with the courage to challenge the status quo.
Strategic thinker, with the ability to analyse and interpret information to support the delivery of wider goals.
Confident and personally credible, with the ability to relate to stakeholders at all levels.
A full UK driving licence.
The Company:
Hendy Group is a family-run business with over 80 sites along the South Coast, from Eastbourne to Exeter. At Hendy, we aim to deliver a premium experience as we have done for more than 160 years, all in an effort to achieve our vision of delivering 100% customer and colleague satisfaction; our forward-thinking, progressive outlook perfectly complements our values, with honesty, quality, care and customer service at the heart of the company, as they have been since 1859.
If you possess the necessary experience and skills and would like to be part of Hendy Group's success, select Apply Now .
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