Managed team consisting of Customer Service Coordinators and a Team Leader.Responsibilities included:Ensuring telephone, email and customer portal service levels meet requirements and quality standards across all hours of deliveryResource planning is complete to meet customer demand Allocation of reported vehicle defects to an extensive network of repairersEnsure vehicle uptime, slippage & Compliance is managed in line with Customers SLA’s / Internal KPI’sCost control is managed in line with Budget RequirementsRecharges are processed in a timely manner ensuring quality informationManagement of substitute vehicles, including allocation and logistical provision to meet the customer service requirementsTaking ownership of recruitment, development, training, induction and performance management of teamDevise and implement improved processes and ensure adherence to processes to deliver performance targets and contractual KPIs Working with KAM’s & REM’s to build customer relationships and development of customers Ensure Tableau Dashboards is used to drive Team Performance and Customer Service LevelsImplemented a number of improvements to processes to increase efficiency. Identified problems, explored various solutions and through strategic planning and problem solving, was able to create solutions to enable continuous improvement. Worked closely with key stakeholders to ensure alignment of current challenges, targets and future ambitions.

-Customer Service Executive-Social Media Executive-Deputy Team Manager-Customer Solutions Team Manager-Knowledge Expert & Process CoordinatorVarious roles and progression within Jaguar Land Rover. Full understanding of the customer journey and life cycle with the brand. Identifying and solving complex concerns. Social Media brand management. Implemented GDPR legislation and ensured full compliance across the company. Managed development of high functioning and efficient teams. Cost management practices to ensure projects are on time, within budgets and strictly following original design and refinement briefs.