REQ ID: 113758
JOB TITLE: Executive Office Consultant
SALARY: £33,400
POSTING END DATE: 10/03/2023
LOCATION: Whitley
Beyond Property, Purchasing, HR and IT, more than being part of our Finance or Marketing teams, beyond even Sales and Service, every role in every business area offers unique opportunities to make an impact on the future of mobility and the automotive industry.
The UK Customer Relationship Centre is part of our Customer Service function. Its core responsibility is to deliver an industry ownership experience, alongside the Jaguar Land Rover UK Retailer network, that supports the long-term sustainable business growth of both the Jaguar and Land Rover brands.
The Executive Office is responsible for dealing with all UK customer contact into the Jaguar Land Rover CEO, Board of Directors and other senior members of the organisation, plus contact from third parties/professional bodies. Members of this team will also be responsible for delivering the end-to-end process for completing Data Subject Access Requests (DSAR), General Data Protection Regulation (GDPR) and other information requests from customers as well as third parties (e.g. solicitors, Insurance organisations, Police).
As a member of the Executive Office team, the incumbent will provide high quality service to Jaguar Land Rover customers and exemplary support to the Retailer network upon their each and every contact with us. The individual will be responsible for managing their own case workload on a day to day basis, meeting tight deadlines, with minimal supervision from their Team Leader.
The successful candidates main responsibility will be the processing and handling of GDPR concerns raised to Jaguar Land Rover. Whilst looking at areas for process improvement within the GDPR world.
Given the nature of the contact into the Executive Office, each member of the team is to have a primary area of specialism, but will also be required to offer secondary support to all other areas managed within the team: These areas include;
UK customer contact to our CEO-
UK customer contact to any Director within the organisation
-
Insurance Company/Solicitor/Court contact in respect to UK customers
-
Handling of GDPR/DSAR requests
-
Handling of contact into the Press Office
-
Handling of contact linked to Product Litigation
The team is also responsible for identifying trends and informing management of upcoming possible issues. Reporting on cases is essential as weekly reports are fed back through to senior members of the business; you must ensure notes are relevant and up to date and provide the company a clear overview of how customers concerns are dealt with. You must also work with and act as a point of escalation for internal departments such as Global Critical Concern, Jaguar Land Rover Financial Services, Product Litigation, Data Protection Office and the rest of the Customer Relationship team in the Customer Contact Centre.
What you'll need
Have an understanding of what Data Subject Access Requests (DSARs) and General Data Protection Regulations (GDPR) are-
Have experience is handling GDPR complaints
-
Have experience in processing DSAR requests
-
To have experience in customer services, speaking to customers and help to resolve their concerns
-
Good attention to detail
-
To have the ability to work independently
-
The ability to communicate effectively
SO WHY US?
Bring all this to the home of premium innovation, and you’ll find the opportunities to further your career with a world-class team, a discounted car purchase and lease scheme for you and your family, membership of a competitive pension plan and performance related bonus scheme. All this and more makes Jaguar Land Rover the perfect place to continue your journey.
This role may offer the opportunity for hybrid working where you can split your time between working from home and in the office. At Jaguar Land Rover, hybrid working is a voluntary, non-contractual arrangement providing employees with more choice and flexibility around how, when and where they work, if suitable for their role. Further details can be discussed with the Hiring Manager at interview stage.
Please be aware that we may close this vacancy for applications before the stated deadline if we receive a high volume of interest. We strongly advise you to submit your application as early as possible.
Jaguar Land Rover is committed to equal opportunity for all.