Customer Complaint & Customer Experience Specialist

Pybus Recruitment Ltd; Greater London; On-site; GBP 41,000 - 50,000; Full time

Benefits offered by this job

Bonus

Job summary

Pybus Recruitment Ltd is seeking a Customer Complaint & Customer Experience Specialist for an office-based role at Chiswick Park, London. You will own customer complaints, improve satisfaction, and drive service excellence across the UK dealer network.

The position offers a Monday–Friday schedule, a salary of up to £45,000 plus bonus, and an opportunity to shape customer experience in a fast-paced automotive environment.

Qualifications

• 2+ years in customer complaints, customer experience, aftersales, customer service, or service operations.
• Experience in the automotive industry.
• Strong complaint handling and conflict-resolution skills.
• Experience managing escalated customer cases.
• Excellent communication and stakeholder management skills.
• Strong analytical and reporting capabilities.

Responsibilities

• Manage customer complaints related to vehicle quality, repairs, warranty claims, parts supply, and aftersales services.
• Take ownership of escalated customer cases from initial contact to resolution.
• Coordinate with dealerships and internal teams to deliver effective solutions.
• Ensure timely customer communication throughout the complaint lifecycle.
• Reduce complaint escalations and recurring issues through case management.
• Manage CSI activities and reporting.
• Conduct follow-up calls and satisfaction reviews.
• Monitor feedback and identify service improvements.
• Analyze trends and develop improvement initiatives.
• Support dealer partners with complaint resolution and best practices.

Skills

Customer complaints

Customer experience

Communication

Stakeholder management

Analytics & reporting

English fluent

Automotive exp

Job description

Customer Complaint & Customer Experience Specialist

Chiswick Park, United Kingdom | Posted on 23/09/2026

• Work Experience Previous experience within the automotive industry, Minimum 2 years' experience in customer complaints, customer experience, aftersales, customer service, or service operations.
• Salary Up to £45,000 + Bonus
• City Chiswick Park
• Province City of London
• Country United Kingdom
• Postal Code W4

Job Description

Customer Complaint & Customer Experience Specialist

Location: Chiswick Park, London (Office-Based)

Salary: Up to £45,000 + Bonus

Hours: Monday to Friday, Full-Time

Contract: Permanent

About the Company

Our client is an ambitious and rapidly growing automotive business looking to strengthen its Customer Experience and Aftersales function. They are seeking a customer-focused professional to take ownership of customer complaints, improve customer satisfaction, and drive service excellence across their UK dealer network.

This is an exciting opportunity to join a fast-paced automotive environment where you'll play a key role in protecting brand reputation, enhancing customer loyalty, and supporting continuous business improvement.

Key Responsibilities

Customer Complaint Management

• Manage customer complaints relating to vehicle quality, repairs, warranty claims, parts supply, dealership interactions, and aftersales services.
• Take ownership of escalated customer cases from initial contact through to resolution.
• Coordinate with dealerships and internal teams to deliver effective solutions.
• Ensure timely customer communication throughout the complaint lifecycle.
• Reduce complaint escalations and repeat issues through effective case management.

Customer Experience & CSI Management

• Manage Customer Satisfaction Index (CSI) activities and reporting.
• Conduct customer follow-up calls and satisfaction reviews.
• Monitor customer feedback and identify service improvement opportunities.
• Analyse customer experience trends and develop improvement initiatives.
• Support actions that increase customer satisfaction, loyalty, and retention.
• Analyse complaint data, service trends, and customer feedback.
• Produce regular reports detailing key findings and recommendations.
• Conduct root cause analysis to identify recurring issues.
• Track improvement actions and measure their effectiveness.
• Support ongoing service and process improvement initiatives.
• Support dealer partners with complaint resolution and customer experience best practices.
• Monitor compliance with service standards and customer care processes.
• Assist with service audits and quality improvement programmes.
• Build strong relationships with both internal and external stakeholders.

About You

• Minimum 2 years' experience in customer complaints, customer experience, aftersales, customer service, or service operations.
• Previous experience within the automotive industry.
• Strong complaint handling and conflict-resolution skills.
• Experience managing escalated customer cases.
• Excellent communication and stakeholder management skills.
• Strong analytical and reporting capabilities.
• Ability to prioritise workloads and manage multiple cases effectively.
• Fluent written and verbal English.
• Experience managing CSI, NPS, or customer satisfaction programmes.
• Experience working with automotive dealer networks.
• Understanding of vehicle warranty processes and aftersales operations.
• Knowledge of UK consumer rights legislation and customer service best practices.
• OEM, manufacturer, retailer, or automotive franchise experience.

What's on Offer?

• Salary up to £45,000
• Performance-related bonus
• Office-based role at Chiswick Park, London
• Monday to Friday working pattern
• Supportive and collaborative team environment
• Opportunity to influence customer experience and service excellence within a growing automotive business

Requirements

• Minimum 2 years' experience in customer complaints, customer experience, aftersales, customer service, or service operations.
• Previous experience within the automotive industry.
• Strong complaint handling and conflict-resolution skills.
• Experience managing escalated customer cases.
• Excellent communication and stakeholder management skills.
• Strong analytical and reporting capabilities.
• Ability to prioritise workloads and manage multiple cases effectively.
• Fluent written and verbal English.
• Salary up to £45,000
• Performance-related bonus
• Office-based role at Chiswick Park, London
• Monday to Friday working pattern
• Supportive and collaborative team environment
• Opportunity to influence customer experience and service excellence within a growing automotive business