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Job Description/Summary

Are you a natural problem-solver with a passion for delivering a premium experience? Jaguar Land Rover has an urgent requirement for an Entry-Level Customer Relations Specialist to join our prestigious team, based in the Birmingham area. This is a rare and immediate opportunity to represent two of the world’s most iconic luxury automotive brands. We are specifically seeking ambitious and empathetic individuals who are ready to build a career in customer relations; extensive prior experience is not a prerequisite. We offer a world-class, comprehensive training program that will give you deep insights into our products, brand values, and the skills needed to manage complex customer cases with confidence and poise. This is a full-time, hybrid role, blending collaborative office days with the flexibility of working from home.

As a Customer Relations Specialist, you are the voice of our brands for our discerning client base. You will go beyond standard customer service to act as a case manager and brand ambassador, ensuring every customer feels heard, valued, and understood. This role is pivotal in maintaining the loyalty and satisfaction that underpins a luxury ownership experience. You will handle a diverse range of inquiries, liaising between customers, our retailer network, and internal technical teams to orchestrate satisfactory resolutions. This is an ideal position for someone with exceptional communication skills who is looking for a challenging and rewarding career start. Due to the urgent need to expand our team, we are interviewing on a rolling basis and encourage you to apply now.

Key Responsibilities

Case Management: Take full ownership of customer cases from the initial point of contact through to final resolution, providing a consistent and single point of contact for the customer.
Multi-Channel Communication: Engage with customers via phone, email, and formal correspondence, delivering clear, concise, and empathetic communication that reflects our premium brand values.
Stakeholder Liaison: Act as a central coordinator between customers, our independent retailer network, and internal JLR departments such as technical support and legal, to gather information and facilitate resolutions.
Problem Resolution: Investigate complex customer issues related to vehicle performance, service experience, or sales, using negotiation and problem-solving skills to reach a fair and appropriate outcome for both the customer and the business.
Customer Feedback Analysis: Meticulously record all case details in our CRM system and identify trends in customer feedback to help inform product and service improvements across the business.
Uphold Brand Standards: Ensure that every interaction reinforces the luxury experience expected from Jaguar and Land Rover, turning potentially negative situations into opportunities to strengthen brand loyalty.

Desired Skills

Exceptional Communication: The ability to articulate complex information clearly, both verbally and in writing, with a professional and empathetic tone.
Conflict Resolution: Strong negotiation and de-escalation skills, with the ability to remain calm and composed when dealing with challenging situations.
Analytical Mindset: The capability to investigate issues thoroughly, analyse information from various sources, and make logical, well-reasoned decisions.
Resilience and Self-Motivation: A proactive and tenacious approach to seeing cases through to completion in a fast-paced and demanding environment.
Customer-Centric Attitude: A genuine passion for helping people and a deep-seated commitment to delivering an outstanding customer experience.

Preferred Qualification

Previous experience in a customer-facing role (e.g., retail, hospitality, contact centre) is beneficial but not essential.
A high level of computer literacy, with experience using CRM systems and the MS Office suite.
A strong interest in the automotive industry and luxury brands is a significant advantage.
Must have the unrestricted right to live and work in the UK.

Benefits

Competitive Salary & Pension: A competitive starting salary complemented by a robust company pension scheme.
Privileged Car Schemes: Access to the company’s attractive car leasing and purchase schemes for yourself and your family.
Private Healthcare: Comprehensive private medical insurance to support your health and well-being.
Hybrid Working: A modern, flexible working model that combines office-based collaboration with the convenience of working from home.
Career Progression: Excellent opportunities for professional development and career advancement within a global automotive leader.