Aftersales Experience Specialist

Geely Auto Uk; Coventry; On-site; GBP 40,000 - 60,000; Full time

Benefits offered by this job

25 days annual leave

Company pension scheme

Geely ECOS scheme

Enhanced Maternity and Paternity Pay

Job summary

Geely Auto UK in Coventry, England, invites applications for an Aftersales Experience Specialist. You will support the delivery of a class-leading ownership experience across the UK and liaise with dealer networks, customer contact centres, roadside partners and customers.

Reporting to the Aftersales Experience Manager, you will help implement the customer experience strategy, coach retailers, resolve issues with the UK technical team, and contribute to Geely Care+ and service pricing programmes.

Qualifications

• Degree or professional qualification in Business, Automotive Management, or related field.
• Experience in automotive Aftersales or Customer Service roles.
• Experience with retailer or dealer networks is advantageous.
• Experience handling customer enquiries and escalations.
• Knowledge of customer satisfaction programmes and journey management.
• Experience with CRM systems and feedback platforms.

Responsibilities

• Shape and deliver an exceptional UK ownership experience.
• Partner with Regional Aftersales Managers and retailers to drive satisfaction.
• Support the development and launch of Geely Care+ and other aftersales initiatives.
• Own and develop Geely UK's Service Plan programme and pricing activities.
• Collaborate with Marketing and Digital teams on owner communications.
• Support the performance of our Customer Contact Centre and Roadside Assistance partners.
• Analyse customer feedback to identify opportunities for continuous improvement.
• Collaborate across the business to build a best-in-class aftersales experience for Retail and Fleet.

Skills

Automotive industry experience

Customer experience

CRM systems

Retail/dealer network experience

Education

Degree in Business / Automotive Management

Tools

CRM systems

Customer feedback platforms

Job description

Aftersales Experience Specialist Geely Auto UK Coventry, England, United Kingdom

At Geely, our story began in 1986 with a simple but powerful idea, an idea that has driven us to become one of the world’s most forward-thinking automotive groups. For nearly three decades, we’ve been redefining mobility through our iconic global brands, including Geely Auto, Volvo Cars, Polestar, Lotus, Zeekr, Lynk & Co, the London Electric Vehicle Company, Farizon, and more. We are Geely Auto UK, the UK arm of Geely Auto Group. Having entered the market in 2025 with our first electric SUV, the Geely EX5, we’re continuing to grow rapidly as we build a nationwide dealer and service network.

Job purpose

Reporting to the Aftersales Experience Manager, the Aftersales Experience Executive plays a pivotal role in supporting the delivery of a class-leading ownership and aftersales experience for Geely customers across the UK.

This role acts as a key link between Geely Auto UK, its dealer network, customer contact centre, roadside assistance partner, and customers, ensuring that every interaction reflects Geely's commitment to customer excellence.

The successful candidate will support the development and implementation of Geely's aftersales customer experience strategy, helping retailers continuously improve performance, customer satisfaction, and loyalty. They will work closely with Regional Aftersales Managers to coach and support the dealer network, additionally have a close working relationship with the technical UK team to resolve customer issues, and ensure aftersales standards are consistently delivered.

The role will also play a leading part in the development and launch of Geely Care+, the wider Geely Aftersales Charter, service plans, national service pricing programmes, own communications, website content, and customer engagement initiatives across retail and fleet customer channels.

This is a highly visible and cross-functional position offering the opportunity to help shape the future of Geely's aftersales operation during an exciting period of rapid growth and expansion.

Main responsibilities

• Help shape and deliver an exceptional ownership experience for Geely customers across the UK.
• Partner with Regional Aftersales Managers and retailers to drive customer satisfaction, resolve issues and promote aftersales excellence.
• Support the development and launch of Geely Care+ and other customer-focused aftersales initiatives.
• Own and develop Geely UK's Service Plan programme and support National Service Pricing activities.
• Work closely with Marketing and Digital teams to enhance owner communications, website content and aftersales customer engagement.
• Support the performance of our Customer Contact Centre and Roadside Assistance partners, ensuring customers receive outstanding support when they need it most.
• Analyse customer feedback and performance data to identify opportunities for continuous improvement.
• Collaborate across the business to help build a best-in-class aftersales experience for both Retail and Fleet customers.

Education, Skills and Personal characteristics required

• Degree, diploma or professional qualification in Business, Automotive Management, Customer Experience, Marketing or a related discipline is desirable.
• Equivalent industry experience will be considered in place of formal qualifications
• Experience within the automotive industry, preferably in Aftersales, Service Operations, Customer Experience or Customer Service roles.
• Experience working with retailer or dealer networks would be advantageous.
• Experience managing customer enquiries, complaints or escalation processes.
• Understanding of customer satisfaction programmes, customer journey management and customer retention initiatives.
• Experience working with CRM systems and customer feedback platforms.
• Exposure to service plans, aftersales programmes, roadside assistance or customer contact centre operations would be beneficial.

What can we offer you beyond the salary

• 25 days annual leave + bank holidays
• Company pension scheme
• Geely ECOS scheme
• Enhanced Maternity and Paternity Pay

We are an equal opportunities employer

At Geely Auto UK, we value diversity and inclusion and welcome applications from all candidates. We are committed to fair recruitment and ensuring everyone has the opportunity to reach their full potential. If you believe you are right for this role, we warmly welcome your application.

Full-time