Sytner JLRS Division
No photo available - had to add a file to proceed (right), Divisional Aftersales Director, congratulating David Morgan.
Award Nominee, September 2024
Dave has been my rock during the redundancy process within JLR.
Despite having to work closely with all retailers during the transition period he found the time to check in to ensure myself and my team were ok.
He listened to me cry, offload and express all sorts of emotions and without him I am not sure what I would have done.
So I just want to say a huge thank you, I am forever grateful for his support.
n/a (left), n/a, congratulating Sophie Payne.
Award Winner, December 2023
As a Team Leader Sophie’s core responsibilities are to coach, motivate and review eight team members, set incentives and manage RTW and any other formalities.
Since October she has been covering several other duties, some listed below:
Payroll
Bonuses
Bonus bandings
Targets
High level stats
Attending Paul Godbehere meetings
Side by side meetings
Management Wellbeing and Leading management weekly meetings
Supporting other management with anything required
Salary increases
Pay plans for productive
Capacity average hours and average bookings set up
Daily digital report to Paul Godbehere for our American colleagues
Taking absence calls
Terms and conditions amended for 2024
Rota and holiday requests created for 2024
Communicating Leavers for RAF System
Overseeing leavers calculations
Managing adhoc queries through email that would normally be dealt with by the Contact Centre Manager
Creation of high level spreadsheets for 2024
Sophie has also been a huge support to me following my commencement to role on 2nd January. I feel given the additional responsibilities she has taken on often proactively, she has gone above and beyond for the division and indeed the business to ensure the Contact Centre has continued to function with the high level of service our customers should expect.
Hassan Karim (left), Inbound Supervisor, congratulating Sonia Sandhu.
Award Nominee, June 2022
Sonia booked in a customer that was going through cancer treatment and it just so happened that the date of the customer being booked in clashed with the customer’s cancer treatment appointment. The customer had requested for the car to be collected and delivered back to her address.
Sonia decided to order flowers and to be placed in the car so that when it was delivered back to the customer, she would open the doors to a delightful sight of flowers, to bring a little smile on her face despite going through a serious illness.
Sophie Payne (right), Contact Centre Supervisor, congratulating Ellee Gutteridge.
Award Nominee, March 2021
Ellee is nominated for March’s Making It Special as when she spoke to Mr Wigglesworth to book his car in for work that was required he shared that recently he had lost his beloved dog Carly. Ellee could relate to this as her own dog was poorly, not only did she display an immense amount of empathy towards Mr Wigglesworth’s situation but Ellee also decided to go one step further and ordered Mr Wigglesworth something meaningful to keep in memory of Carly. Ellee ordered Mr Wigglesworth a key ring with the initial “C” on it and sent this to him in the post. Mr Wigglesworth was delighted on receiving this and personally thanked Ellee for the gesture. He advised that he had already placed the key ring in his office and that the gift would be a constant reminder of Carly’s memory.
Laura Boyle (left), Contact Centre Manager, congratulating Michael Lofthouse.
Award Nominee, November 2019
Michael is always determined to deliver the best experience for customers on his calls and for this reason he has been nominated for our November Making it Special.
Here are some key examples of when Michael has gone the extra mile:
A Coventry customer asked Michael for advice on what to get his wife for Christmas. The customer joked and said he would love to get her a used Freelander. Michael then purchased a model Freelander and sent it out in the post.
Michael also spoke to a customer from Stratford who wanted to book her vehicle in. She talked about how she was moving to Dubai. Michael sent her a good luck card to wish her all the best.
Michael is an inspiration to us all. He has shown thoughtfulness on more than one occasion despite there being a very small window of time to make a difference…
