Customer Experience Specialist (Automotive)

Employment Details

• Working Hours: 37.5 hours per week, on a weekly rotational shift pattern. Full time - between 8am and 6pm Monday to Friday and occasional Saturdays (approx 1 in 6). Part time - Monday to Friday 9am-2pm or 9:30am-2:30pm and occasional Saturdays (approx 1 in 6).
• Training: Must be available from Monday 18th May until Friday 26th June 2026.
• Start Date: Monday 18th May 2026.

What You’ll Be Doing

In this role, you will take ownership of customer cases from first contact through to full resolution, ensuring a smooth and positive experience at every stage. You’ll work to reduce vehicle off-road time by proactively coordinating support and keeping customers fully informed throughout the repair process. You will also provide guidance when repair delays occur, including issues related to parts availability, dealer concerns, and complaint handling. In addition, you’ll review and respond to requests for financial support on vehicles outside of warranty, carefully balancing customer needs with business policies. Collaboration will be key, as you work closely with internal teams across the organisation to share information, resolve complex cases, and deliver the best possible outcomes for customers.

During a Typical Day, You’ll:

• Deliver a friendly, knowledgeable, and efficient customer experience via phone, email, and chat
• Act as a go-to expert on vehicle products, services, and support resources
• Build trust by listening, understanding, and following through on customer needs
• Liaise with dealerships, technical support, and internal teams to ensure issues are resolved
• Document cases in our CRM system and ensure updates are timely and accurate
• Use tools like service plans and goodwill options to keep customers happy
• Participate in customer-focused campaigns or service improvement projects
• Stay calm, professional, and positive even when things get tough

What You Bring To The Table

• Genuinely enjoy talking to people and making their day easier
• A natural communicator, both written and verbal, with great attention to detail
• Experience in customer service or a contact center
• Can juggle multiple tasks and priorities while staying cool under pressure
• Tech savvy, comfortable with MS Office, email, and can quickly learn new systems
• Team player who jumps in to support colleagues and solve problems together

What You Can Expect

• 22 days Annual leave to start, increases by 1 day on anniversary of start date for the first 5 years, meaning a potential maximum of 27 days annual leave plus bank holidays
• Company pension
• Life Assurance 4 x annual salary
• Contributory pension scheme
• Private Medical and Insurance and Discounted dental scheme
• Comprehensive travel insurance for you and family
• Discounts on brand new vehicles
• Employee Assistance Program (EAP)
• Cycle to work scheme

A Bit More About Your Role

Established in 2000 as a joint venture with TTEC, [Employer hidden] has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At [Employer hidden], we: Lead with humility, Service beyond self, Leave it better, Win together, Deliver remarkable.

[Employer hidden] is proud to be an equal opportunity employer.