Overview
Join to apply for the Customer Relationship Controller role at Nissan Motor Corporation.
We are the Sales & Marketing Headquarters for Nissan in the UK. Our aim is to ensure the Nissan brand and product portfolio are successfully communicated to maintain a strong presence in the UK marketplace. We strive for excellence in our sales operations & distribution in the UK and to deliver on our customer promises. Our key functions are Aftersales, Marketing, Network Development & Customer Quality and Sales; our support functions enable everyone to deliver their strategies. We seek remarkable individuals to fuel our ongoing quest for greatness and shape the future of innovation in mobility, connectivity and electrification.
Main Tasks and Responsibilities
* Management of the NMGB relationship with the Customer Engagement Centre Front Office team including: development/deployment of local Front Office processes where required; adaptation of Pan-European processes to improve NMGB customer experience; support for the maintenance of the FO knowledge base; support with customer queries that cannot be resolved using existing resources; front office quality monitoring and feedback.
* Management of the Customer Services mobility related processes and suppliers: responsibility for NMGB Customer Services mobility process including CEC and Dealer processes with compliance monitoring; reviewing and processing Dealer claims for mobility from the NMGB mobility budget; escalation process for when a Dealer does not provide the required customer mobility including Dealer chargebacks; responding to CEC tasks related to customer mobility; management of Nissan Customer Services Vehicle Fleet and supplier relationship; management of the Nissan Navara Dealer loan fleet including utilization evaluation and defleet where applicable; point of contact for Roadside Assistance and Rental providers for day-to-day management and resolution of complaints; collaboration with CEC, AMIEO, TCS and external suppliers to optimise the customer experience.
* Creation and Management of Back Office Knowledge Base: scope systems/process/governance with AMIEO; identify information needs across NMGB to support Back Office; develop quick reference guides for key processes for the Back Office CEC team to support quality and efficient case management.
* General case management support for the Customer Engagement Centre Back Office team including attending meetings to discuss cases requiring RBU support.
* Collaborate with the AMIEO Customer Services team and the TCS Customer Experience Quality Team to improve case management and goodwill policies/processes.
* Management of the Customer Services Dealer email inbox and communications.
* General NMGB Field Force support regarding escalated Customer/Dealer queries and concerns.
Technical Skills
* Microsoft Office skills, particularly Excel and PowerPoint
* Comfortable with using multiple systems to understand a customer situation and using data to propose/validate actions required
* Critical thinking
Maple Cross, Hertfordshire, United Kingdom
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Accounting/Auditing and Finance
Industries
* Motor Vehicle Manufacturing
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