Automotive Customer Experience Champion

City West Country Ltd; Exeter; On-site; GBP 18,000 - 30,000; Full time

Benefits offered by this job

Achievable bonus scheme

Industry expert training

Employee Car Scheme

25 days' holiday + bank holidays

Pension scheme

Benefits Hub access

Employee Assistance Programme

Cycle to work scheme

Eye care vouchers

Life assurance

Long Service Awards

Job summary

City West Country Ltd in Exeter is seeking a Customer Experience Specialist to join the Fleet team. You will prioritise customer focus and manage queries, complaints and feedback, working with brands such as Mercedes-Benz and BYD. Join a growing automotive group with strong training and employee benefits.

Salary is up to £30,000 per annum with an achievable bonus, 25 days holiday, pension and other perks. This is a full-time on-site role based in Exeter.

Qualifications

• Excellent customer service experience.
• Strong administration and IT skills.
• Car industry knowledge is a benefit but not essential.
• Strong focus on problem solving and finding efficiencies.
• Calm and patient under stress.

Responsibilities

• Ensure customer focus is the main priority.
• Follow the business SLA's for responses to customer queries.
• Be the first port of call for disputes from initial response to resolution.
• Documentation of customer issues/resolutions up to date.
• Provide support to operations.
• Escalate all formal complaints to the appropriate management team.
• Respond to customer queries via email/text/OEM portals.
• Maximise opportunity for customer feedback.
• Identify root cause analyses for recurring issues.
• Liaise with fleet sales, operations and logistics teams.
• Review customer feedback and implement improvements.

Skills

Excellent customer service

Admin & IT skills

Car industry knowledge

Problem solving

Calm under stress

Tools

MS Office

Job description

City West Country Ltd in Exeter is seeking a Customer Experience Specialist to join the Fleet team. You will prioritise customer focus and manage queries, complaints and feedback, working with brands such as Mercedes-Benz and BYD. Join a growing automotive group with strong training and employee benefits.

Salary is up to £30,000 per annum with an achievable bonus, 25 days holiday, pension and other perks. This is a full-time on-site role based in Exeter.