Service Operations Support

A Service Operation Manager is a specialist resource, to be called upon to provide aftersales process expertise to individual Retailers over a (potentially) prolonged period. Your purpose is to improve performance issues identified by the NSC teams and associated Customer Service KPIs and technical, warranty and campaign performance metrics.

You will respond to briefs raised by the UK Technical Support Manager. These are centred on improving Customer Service processes within a Retailer to drive performance. For example, driving customer satisfaction and improving workshop and front of house service processes. This includes driving new ways of working and the ability for Retailers to adapt and change to an ever-evolving industry.

Key Accountabilities and Responsibilities

• Based on requests from the NSC teams or direct request from retailer for support the Service Operations Manager will engage with the network and starting with a problem brief, describing in detail which area(s) a retailer requires specialist support, along with the reasons why.


• The retailers requiring support will be prioritised accordingly to meet needs/benefits of both JLR, the retailer and clients.


• The Service Operations Manager will conduct a retailer contact call/visit in order to scope the concern and level of support required and formulate an onward plan.


• The Service Operations Manager will work with the retailer (on site/remotely depending on needs) over a potentially prolonged period of time to understand their business fundamental issues and opportunities, develop actions using a variety of tools. These will then be embedded through sustained focus and support with the retailer.


• The retailer engagement activities, action plan and visit reports will be recorded to support the view of network needs.
  
  Proven track record of successfully implementing customer service processes at Retailer level e.g. previous role as a Regional Aftersales Manager, Regional Technical Manager or experience gained in a Retailer focussed Customer Service function.


• Understanding of Retailer aftersales processes (e.g workshop loading, 6 Step Diag & booking) and the ability to use data (e.g tableau & composite) to identify key opportunities for improvement.


• Facilitation and coaching experience to engage and support the retailer.


• Detailed understanding of/ability to learn all JLR programmes and processes: SEF, warranty, campaigns (field service actions), retailer training, commercial programmes (e.g. EVHC), workshop processes and metrics, parts processes, PMP (Performance Management Process).


• Experience in implementing and embedding change at Retailers - managing multiple stakeholders' interests to ensure multiple benefits.
  
  Creating Modern Luxury requires a modern approach to work. At JLR, hybrid working is a voluntary, non-contractual arrangement providing employees more choice and flexibility around how, when and where they work. Some roles require more on-site work, but details of this can be discussed with the hiring manager during the interview stage.


We work hard to nurture a culture that is inclusive and welcoming to all. We understand candidates may require reasonable adjustments during the recruitment process. Please discuss these with your recruiter so we can accommodate your needs.

Applicants from all backgrounds are welcome. If you're unsure that you meet the full criteria of a role - but you're interested in where it could take you - we still encourage you to apply. We believe in people's ability to grow and develop within their role - it's what makes living the exceptional with soul possible.

JLR is committed to equal opportunity for all.