• Day to day operational responsibility of the Customer Experience Support Team and the Learning & Development team; a diverse team of circa 50 people.• Creation and deployment of brand new Customer Experience Centre projects and technologies, including Digitalisation of the department, new telephony systems, new social Media platform launches and new A.I Infrastructure.• Creation and deployment of robust processes that deliver a seamless customer journey from initial contact through to successful resolution.• Management of core daily performance activities within the team such as telephony abandonment, email response rates and management of all UK Social Media platforms.• Analysis of contact rates, helping to identify customer pain points and then support in project creation to ensure the rest of the business are fixing the issues for future customers.• Creation and deployment of an employee engagement strategy that will deliver a ‘best in class’ employee experience within the centre.• Identification of opportunities for an enhanced Customer Experience through continuous process improvement and implementation.• Achievement of monthly and annual key performance indicators to underpin the above strategy.

I currently manage the overall day to day operation and workflow of the UK Executive Office that handles UK escalated customer matters from the ECM (Global Board of Directors and CEO), the UK Customer Experience Centre (CEC) and the Retailer Network. I oversee the safety and legal cases, which will include representing the company in the UK Courts of law where required. I have a close working relationship with our preferred external Solicitors/Council that manage each litigated case. I am also be responsible for managing new Data Requests that come in following the changes announced via GDPR.I am the the point of contact for customer based Police enquiries, including Data Requests, technical support during RTAs and also being the supporting conduit to arrange any support from the rest of the business required to resolve matters accordinglyI manage and oversee the running of the Corporate Customer Relations Department. Ensure full end to end operational performance including SLAs for telephony/email are met. I ensure a continued positive relationship with our large Fleet customers, including visits to their sites alongside the JLR Fleet & Business Sales Managers to evidence end to end customer experience. Managing the contracts and providing them with a dedicated and committed Customer Service experience.

In my role of Service Level Agreements Analyst I work with suppliers such as telematics service providers, mobile network operators and stolen vehicle recovery and roadside assistance providers. My responsibilities are wide-ranging, and include ensuring service level reporting is correctly structured and assessed for effectiveness. I am responsible for keeping my colleagues up-to-speed on emerging service level management techniques, and providing administration and reporting support.

My role as Telematics Service Desk (TSD) Shift Leader involves leading a team of growing Telematics Service Desk (TSD) case managers, and TSD seniors on a day to day basis, setting an example in everything I do – being proactive, positive, demonstrating Customer First behaviors, communicating openly with my colleagues, and demonstrating initiative by implementing long term and/or short term action plans to resolve any issues that I am presented with. Creating and documenting processes to ensure efficient operation and delivery.Main Responsibilities:• Be a strong leader that empowers my team to make decisions within the Telematics Service Desk framework• Work closely with my Team, and my Operations Manager, communicating openly to ensure consistency is achieved across the department• Meet department KPIs and Objectives • Be an expert in robust solutions, and escalations whilst adopting a Customer First approach at all times which subsequently achieves fast case resolution• Where required, quickly implement the required escalation processes and ensure they are adhered to on each individual incident populating reports to show successful resolution• Deliver coaching to my team and implement performance development plans, as appropriate• Coach my TSD Seniors in leadership and empowerment• Identify performance opportunities with my team and ensure thatdevelopment plans are put in place to assist in progressing their career within thebusiness• Conduct 1-1’s and team meetings on a monthly basis or as often as required• Ensure that knowledge is proactively shared across the department, and that theTSD team are up to date with individual incidents and escalations• Act as a role model for JLR Values• Drive quality performance within my team to achieve great results

• Personally oversee and manage all customer service contact Jaguar Land Rover have over digital platforms (Facebook, Twitter, forums, emails)• Manage all customer service Social Media content on Facebook, Twitter and various forums• I successfully implemented a new customer service Social Media strategy for Jaguar Land Rover • Manage all customer contact received via Email into the Customer Relationship Centre• Oversee all Land Rover Experience (off road days) bookings• Aim to reach our target of 19000 bookings per year • I successfully implemented a new booking system into the Land Rover Experience Team• Go out to our Land Rover Experience centers to train them on any new projects • Oversee the homologation certification department • Always looking to develop new ways to work to make my department as efficient, productive and as successful as possible• Complete HR related work • Complete productivity reports on all members of the team• Liaise with other managers of all levels including Directors• Take responsibility for the work completed by the team• Make sure the team meet with deadlines given to them• Train new members of the team so that they feel comfortable within the role• Manage performance in a way to extract the best of the teams abilities

• Managing a team of 15 people to ensure all work is completed on time• Oversee the running of different projects:o NPS – Contacting customer who have completed a brand survey about Jaguar Land Rovero Land Rover Experience – Booking customers in on one of our Land Rover off road dayso InControl – A new in car technology to improve driver and vehicle connectivityo Social Media – Monitoring customer service via the platform of Social Media• Complete HR related work (sickness, absence management, probation reviews)• Complete productivity reports on all members of the team• Liaise with other managers of all levels including Directors• Take responsibility for the work completed by the team• Make sure the team meet with deadlines given to them• Train new members of the team so that they feel comfortable within the role• Manage performance in a way to extract the best of the teams abilities

• Providing best in class customer service • Monitoring Social Media for Jaguar Land Rover• Responsible for customer interaction across Facebook, Twitter and multiple public forums• Produce monthly power point presentations outlining the months customer contacts• Create excel spreadsheets to log down customer interaction• Regular meetings with Jaguar Land Rover Directors to report on Social Media• Get together with forum users, some Jaguar Land Rover owners and some prospective owners• Constantly being aware of what I publish online and the effect my comments have on the company• “search and rescue” proactively searching forums to find customers/prospective customers who may need assistance• Changing my tone, method of contact and manner depending on the customer and platform in which I am communicating

• Handling customer enquiries first hand• Answering/making phone calls to customers and Land Rover dealerships• Case handling on a personal customer liaison • Making decisions on an individual basis for customers• Offering goodwill (monetary value) dependent upon situation • Liaising with technical and engineering teams• Problem solving• Respond to customers letters and emails• Represent a global brand

• Customer service, inbound/outbound phone calls, letters and emails• Dealing with council tax and housing benefit enquires• Moving people in and out of properties• Processing benefit claims• Data input• Taking payments• General office and administrative work

• Face to face customer service• Running shifts• Cooking meals• Running functions• Bar and cellar work• Money handling• General hospitality tasks

• Face to face customer service• Making food and drinks• Money handling• General hospitality tasks