Background
No restraints. No limitations. We don’t simply push boundaries. We completely rethink them. McLaren Automotive exists to create breath-taking performance road cars.
With innovation at the core of all we do, every challenge starts with the same question. How can we do it better? This restless spirit runs right through McLaren Automotive. And the search for perfection is evident in everything we do.
Purpose of Role
- This is an excellent opportunity to play a pivotal role in the future of McLaren Aftersales during a period of rapid and exciting business growth. Reporting to the Client Services Manager.
- You will be responsible for dealing directly with McLaren customers from all regions with both professionalism and speed. You will play a pivotal role in understanding and addressing any issues they may have surrounding their ownership experience, while supporting in providing the wider business with insight into the root-cause of their contact.
- You will be responsible for assisting the Client Services team in the day to day distribution of inbound customer contact as well as personally resolving customer issues as equitably as possible. You will also be responsible for ensuring that key deadlines for reporting and internal communications are adhered to.
- You will be responsible for evaluating claims against consumer protection statues. You will take ownership of claims and when necessary represent McLaren in arbitrations and other legal settings.
- Lastly, this role will be pivotal in supporting the provision of Client Services insight to the regional teams, highlighting the performance of their specific regions and enabling them to drive improvements where required.
Principal Accountabilities
- Customer Experience – To ensure that the McLaren customer experience is considered to be the benchmark, even in the event of a complaint or expression of dissatisfaction.
- Customer Communication – To ensure that complaints received are acknowledged within defined time-frame targets and that customers receive professional and regular communication throughout their case.
- Customer Records – To maintain accurate and factual records of all customer complaints and correspondence for future reference.
- McLaren Insight Feedback – Review negative feedback from the global McLaren Insight programme. Ensure that customer issues are picked up proactively and are dealt with as a customer complaint.
- Case Management – Ensure that actions agreed with Regional Colleagues and/or Retailers are delivered on time.
- Case Escalation – Identify any significant cases which require escalation and address immediately with the Client Services Manager
- Gathering all supporting information to evaluate claims and investigate events as required.
- Establish detailed chronology of customer events and evaluate vehicle service history against consumer protection statutes.
- Negotiate timely settlements with customers, attorneys and retailers.
- Initiate settlement process and coordinate related transactions.
- Represent McLaren at arbitrations or in legal settings as required.
- Reporting – To maintain Client Services reporting requirements, ensuring all deadlines are met and that work is completed to a high standard of quality and attention to detail.
- Customer Conscience – To consider where improvements need to be made within the wider business by considering things from a customer perspective.
Knowledge, Skills and Experience
- Customer relations / complaint handling experience
- Proven ability to act under pressure with calmness, clarity of thought
- Excellent communication skills (written and verbal)
- Negotiation skills
- Highly IT literate (Microsoft applications, SAP etc)
Personal Attributes
- Thrives in a fast paced, challenging and dynamic environment
- Proactive approach to influencing others
- Passion for dealing with people
- Exceptionally organized with high levels of self-motivation
- Meticulous attention to detail even when under pressure
- Flexible approach to working hours and practice
- Professional at all times
- Able to multi-task
- Dynamic, with the ability to respond to challenging situations in an innovative manner
Organisation:
McLaren Automotive