Automotive Customer Experience & Complaint Specialist

CHERY UK; Chiswick; On-site; GBP 35,000 - 50,000; Full time

Job summary

CHERY UK is seeking a dedicated professional to manage the full lifecycle of customer complaints, drive root-cause analysis and close-loop resolution. The role requires coordination with internal departments and authorised dealers to ensure timely, professional responses that protect the brand’s reputation in the UK.

You will also operate the CSI system, monitor satisfaction metrics, and develop experience improvement initiatives to upgrade after-sales customer service and protect brand equity.

Qualifications

• Bachelor’s degree or above in Business Administration, Customer Service, Automotive Engineering or related majors.
• 2+ years of customer complaint handling, customer experience or after-sales service management in automotive industry; UK/EU local experience preferred.
• Familiar with automotive after-sales service process, warranty policy and CSI management; proficient in data analysis and report writing.
• Fluent in written and spoken English; able to communicate with customers and coordinate across departments.
• Strong logical thinking, crisis PR awareness and closed-loop execution; good empathy, negotiation and problem-solving.
• Familiar with UK consumer protection regulations and auto after-sales service norms; strong teamwork under pressure.

Responsibilities

• Handle all levels of customer complaints for Chery UK, including after-sales issues and warranty service.
• Establish a standard complaint lifecycle with acceptance, assessment, processing, feedback and closed-loop settlement.
• Independently operate the CSI evaluation system, perform regular customer visits and data analysis.
• Assist in standardising UK market after-sales SOPs, guide regional dealers, and support brand service quality audits.

Skills

Data analysis

English communication

Customer service

Problem solving

Team coordination

Education

Bachelor’s degree or above

Job description

CHERY UK is seeking a dedicated professional to manage the full lifecycle of customer complaints, drive root-cause analysis and close-loop resolution. The role requires coordination with internal departments and authorised dealers to ensure timely, professional responses that protect the brand’s reputation in the UK.

You will also operate the CSI system, monitor satisfaction metrics, and develop experience improvement initiatives to upgrade after-sales customer service and protect brand equity.