Customer Complaints Advisor

Motorpoint Ltd; East Midlands; On-site; GBP 25,000 - 28,000; Full time

Benefits offered by this job

Paid time off monthly

31 days holiday

Birthday day off

Long service awards

Staff discount on cars

Cycle to work

Pension

Healthcare

EAP

Job summary

Motorpoint Ltd in Derby is seeking a Customer Complaints Advisor to join our Customer Care team. You will handle inbound/outbound calls and emails, resolving issues for customers who recently bought cars from our 20 stores, ensuring a high standard of service.

The role is 37.5 hours per week, Monday to Friday, 9am–5pm, with a starting salary of £25,000 rising to £28,000 after probation. Training will be provided, and a supportive team culture helps you learn and grow.

Qualifications

• Ability to deal with end-to-end complex resolution queries.
• Ability to deal with a wide range of customers from general enquiries to highly complex issues/complaints.
• Organisation - typically managing several cases at any one time.
• Prioritisation - ability to prioritise tasks accordingly based on their complexity.
• Collaboration - working well with colleagues across teams.
• Concise written communication via emails, letters, etc.

Responsibilities

• Manage conversations with customers via phone and email, resolving issues and keeping customers updated.
• Liaise with company branches to support customers and coordinate resolutions.
• Handle a range of customer queries, including outbound calls and third-party liaising, recording interactions compliantly.

Skills

End-to-end complex resolution

Customer handling

Organisation

Prioritisation

Collaboration

Written communication

Decision making

Job description

Who are we?

We are Motorpoint, the UK’s leading omnichannel car retailer of nearly new cars. At Motorpoint, we all share the same vision:

To be the Car Buyer's Champion, trusted to deliver unrivalled Choice, Value and Quality.

We believe that by creating a fantastic place to work for our colleagues, we will deliver the best possible experience for our customers. So, if you want to work with an amazing group of people who are fun, friendly and get stuff done – and who bring our values to life – PROUD, HAPPY, HONEST, SUPPORTIVE – by working TOGETHER, then Motorpoint is the place to be and we are on a mission!

The role:

If you were to join us as a Customer Complaints Advisor here is what you want to know.

Salary: £25,000 (to increase to £28,000 following a successful probation period).

Location: Shelton House (Derby)

Hours/shift pattern: 37.5 hours, Monday – Friday 9-5pm

As a Customer Care team, we aim to do exactly that.. care! Our Customer Care team is a centralised point of contact that strives to deliver excellent customer service at every opportunity via inbound/outbound calls as well as live webchat. We are on hand to offer specialised and dedicated support to all of our customers after they have purchased a car from any of our 20 stores.

We aim to resolve any issues and capture any feedback our customers might have so we can improve our experience. Our customer care team makes sure every single customer interaction has been handled with compassion and understanding, whilst ensuring our processes have adhered to provide an unrivalled level of customer service!

Customer Care is a fast-paced contact centre environment and a great place to absorb a wealth of knowledge from the business. You will interact with a wide variety of colleagues from all areas of the business – whether that be our stock team to our retail team, we see this as a great opportunity to learn about our business and understand how each team works together to achieve excellence.

A bit more about the role..

Your day will be spent talking to our customers, communicating via phone and email, as well as liaising with our branches to offer support an any issues our customers present. you will also be managing a wide range of customer queries to ensure our customers are kept updated throughout the resolution process. This involves making outbound calls, liaising with 3rd parties, and ensuring that any customer contact is logged compliantly and updated accordingly.

Whilst call centre/telephone experience is preferred, we will give you all the training you need to make sure you are successful in the role. As long as you are committed to delivering exceptional customer service, are process driven and want to be part of a fantastic, driven team of talented Customer Complaints Advisors then Motorpoint might just be the place for you.

What we want from you?

• Ability to deal with end-to-end complex resolution queries
• Ability to deal with a wide range of customers from general enquiries to highly complex issues/complaints
• Organisation- typically managing several cases at any one time
• Prioritisation- ability to prioritise tasks accordingly based their complexity
• Collaboration- collaborative is important to be successful within the team
• Concise written communication via numerous methods such as emails, letters etc
• Decision Making- ability to take a holistic view and make the right decision according to your workload

What is in it for you?

• Paid time off every month to do something that makes you happy
• 31 days holiday plus days off for your birthday, getting married or moving house
• Additional holidays for length of service
• Long service awards
• Staff discount on cars and finance options
• Discounts & cash back at hundreds of high street retailers & restaurants through our “My M.O.T” platform
  
• Smart Tech in partnership with Currys
• Cycle to work
• Pension
• Healthcare
• Enhanced Parental Leave
• Employee Assistance Programme (EAP)
• Vocational and personal development training courses
• Quarterly team socials
• Team feasts
• Scratch card rewards
• Sharesave scheme (SAYE)
• Plus much more!

Closing Date:7th September 2026

Please note, this role may close before the closing date if the advert receives a high volume of suitable applications, so it is best to apply as soon as possible.

#IND2

We encourage applications from people of all backgrounds and would ask you to get in touch if you are concerned about any barriers you feel you may be facing in your application process with us, so we can ensure they are removed.