Overview of Company

We are the Sales & Marketing Headquarters for Nissan in the UK. It is our aim to ensure that the Nissan brand and product portfolio are successfully communicated in order for us to maintain our strong presence in the UK marketplace. To do this, we ensure that we achieve excellence throughout our sales operations & distribution in the UK, and deliver on our customer promises. Our key functions are Aftersales, Marketing, Marketing, Network Development & Customer Quality and Sales; finally, our support functions are integral in enabling everyone to deliver their overall strategies. All our employees have the opportunity to gain great autonomy, experience, and international exposure in our stimulating, diverse, and dynamic environment. We look for remarkable individuals to help fuel our ongoing quest for greatness. Our continued success is driven by our ability to produce high quality vehicles, at a competitive and accessible value and we want you to join us in defining how we shape the future of innovation in mobility, connectivity and electrification.

Overview of Aftersales

The team ensures that we achieve excellence throughout our Aftersales and Customer Services operations in the UK and deliver on our customer promises. Our team of experts continually monitor activity and manage the performance of our Dealer and Authorised Repairer network to ensure that we are maximising our performance. We have over 190 Dealers and Authorised Repairers across the UK and work hand in hand with them to deliver success. Aftersales is key to both NMGB and Dealer network profitability and our collaborative success sustains the Nissan marketplace of the future. Customer Services support the customer journey ensuring that when a customer has a query or concern we provide a quick and quality resolution, retaining customer confidence in the brand.

The Support We Give You

We firmly believe that investment in our employees is integral to their growth and success. As a member of our team, you will have access to many of our benefits - because we want you to feel cared for, supported, and engaged at Nissan. Alongside comprehensive career development and learning opportunities, you will also have access to a wide range of employee benefits. This includes an attractive car ownership scheme, flexible working practices, comprehensive health & wellbeing offerings and team building days. And if that doesn’t whet your appetite, we’re also really proud of our flexible benefits scheme, every employee has the opportunity to flex their benefits to suit their lifestyle; from increasing your Private Medical Insurance cover to embracing our cycle-to-work scheme, we’ve got you covered.

Diversity and Inclusion

NMGB’s aim is for employees to be able to work in a worry-free, “best-self” manner, pursuing their careers regardless of gender, orientation, ability, heritage or any other factors and at the same time able to choose from various workstyles to suit their stage of life or background.

NMGB has a huge focus on how we can ensure we benefit from a rich diversity in our workforce and to understand the best ways to support everyone who works for us. Our partnerships with Pride 365 and Valuable 500 have helped to educate us and open our eyes to ensuring everyone is welcomed and understood.

Overall Purpose of Role

• Why – The core purpose of this role is to ensure that every customer that has a query or concern receives a quick and quality resolution following contact with Nissan.
• How – Working closely with numerous stakeholders (including the Customer Engagement Centre (CEC), other NMGB departments, other Nissan departments e.g. AMIEO, TCS (Total Customer Satisfaction) and external suppliers) to ensure processes, policies, programmes, quality and knowledge all support the CEC and, in some areas, the Dealer Network in delivering a consistent quality customer experience.
• What – Utilisation of a wide range of Nissan systems including Salesforce, GASS, N-Fit, eNEWS and Tech N-Sight

Main Tasks and Responsibilities

• Management of the NMGB relationship with the Customer Engagement Centre Front Office team including:
• The development/deployment of local Front Office processes where required
• Adaptation of Pan-European processes to improve the experience for NMGB customers
• Providing support for the maintenance of the FO knowledge base
• Providing 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 including compliance monitoring
• Responsibility for reviewing and processing Dealer claims for mobility from NMGB mobility budget
• Responsibility for escalation process whereby a Dealer does not provide the required customer mobility including Dealer chargebacks
• Responsibility for responding to CEC tasks In relation to customer mobility
• Management of Nissan Customer Services Vehicle Fleet and supplier relationship
• Management of the Nissan Navara Dealer loan fleet including evaluation of utilisation and return/defleet where applicable
• Point of contact for Roadside Assistance and Rental providers for day to day management and ensuring any complaints are resolved efficiently and to a high standard
• Working with CEC, AMIEO, TCS and external suppliers as required to optimise the customer experience
• Creation and Management of Back Office Knowledge Base:
• Working with AMIEO team to scope system, process and governance
• Working across the NMGB business to identify areas where timely and accurate information needs to be provided to the Back Office team in addition to existing information
• Developing quick reference guides for all key processes for the BO 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 where RBU support is required.
• Working with the AMIEO Customer Services team and the TCS Customer Experience Quality Team to improve case management and goodwill policies/processes
• Management of Customer Services Dealer email inbox
• Management of Customer Services Dealer communications
• General NMGB Field Force support in relation to 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 this data to propose/validate the actions required
• Critical thinking