• 3 year FTC
  • Near Epsom, Surrey (location is most easily reached by own transport)
  • Hybrid working (3 days a week in the office)
  • ASAP start
  • Generous benefits package (Performance related bonus, Pension, access to their car scheme, Birthday voucher, Cycle Scheme, holiday purchase scheme, discounted onsite gym membership, subsidised Café and Canteen, 25 days holiday + all bank holidays)

Role in a nutshell: In this role, you will support customer experience and manage complaints & queries in relation to the HF24 – Hilux Inspection Campaign.  This will include working closely with the TGB HF24 Project Lead & stakeholders in order to effectively respond to customer issues relating to this Campaign.  You will also specialise in managing cases received via Compass, share knowledge & common issues with the wider CSC team.

Please note that all candidates are welcome to apply for both Hilux positions (Transport & Customer Coordinator).

What you’ll be doing:

HF24 – Hilux Customer Coordinator

In support of the HF24 Hilux Frame Inspection Campaign, take a ‘champion’ role within the Campaign project team focusing on responding to customer issues and offering customer handling advice to the Network.

  • Take a lead on managing incoming customer cases received via Compass in relation to this Frame Inspection Campaign, covering all aspects of customer experience.
  • Manage a diary of your own cases within usual Customer Support/Compass SLAs & KPIs.
  • Management and updating of the FAQs shared with the wider CSC team to ensure knowledge is shared with all customer-facing colleagues.
  • Close, daily liaison with HF24 key stakeholders across TME, TMUK & TGB. Primarily you will be in regular contact with the on-site TGB contact (at TMUK) Technical Manager: Hilux.
  • Utilisation of daily reports from all key stakeholders and use of Capture process reports.
  • Creation & management of regular communications with the Network through dedicated SOURCE page for this campaign, including current ETA and related customer handling advice. 

Case Management

  • Respond to & resolve Network & related customer enquiries quickly and efficiently.
  • Supporting Network partners through Compass cases within usual Customer Support SLAs.
  • Maintaining TGB priority for Customer First, taking ownership & responsibility for customer issues.

Network Management

  • Review contacts & requests for support into C&NS CS for HF24, identify and validate trends and VOC reporting created by C&NS RPI team.
  • Identify innovative ways to improve systems and communications to support Network partners and enable self-serve.
  • Escalate process failures with the HF24 Project Team for earliest resolution. 

Skills, Behaviours and Experience:

Essential

  • Excellent communication skills
  • PC literate inc. Compass & SOURCE.
  • Aptitude to learn new systems and identify customer impact concerns.
  • Ability to work & react quickly in a pressurised environment
  • Flexible attitude to work
  • Ability to make balanced and consistent decisions
  • Able to prioritise own workload and work to deadlines
  • Integrity and resilience
  • Team focused
  • Common sense and open-minded approach to dealing with queries
  • Confident with a customer centric approach 

Desirable

  • Interest in the automotive sector
  • Experience of customer relations strategies
  • Experience of liaising with dealer network

To apply for this job email your details to tlpresourcing@tlpco.com.