Customer Engagement Advisor

Polestar; Cherwell District; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A progressive automotive company is seeking a Customer Engagement Advisor for their Customer Experience team in Bicester. This role involves handling customer inquiries, addressing complaints, and providing top-notch support. Candidates should have at least 6 months of customer service experience, strong communication skills, and a passion for the electric mobility revolution. A hybrid work model is in place, requiring a minimum of three days onsite, promoting collaboration and focused work time.

Qualifications

• At least 6 months of experience in front-line Customer Service roles.
• Experience with complaints or escalations is essential.
• Must be flexible and able to handle a range of customer inquiries.

Responsibilities

• Handle enquiries from customers via inbound calls, emails, and chats.
• Provide outbound follow-up and delivery support calls.
• Champion Polestar products to advise customers effectively.
• Resolve first-line complaints and other tasks as required.

Skills

Time management

Customer-first mindset

Communication skills (oral and written)

Digital-minded and agile

Tools

Salesforce

Excel

PowerPoint

Job description

The opportunity

We're currently looking for a Customer Engagement Advisor. Someone to join our Customer Experience team and play a key role in putting our customers first, and ensuring our Customer Engagement Centre are offering finest levels of customer service. Someone with a passion for electric mobility, an interest in technology, and a desire to create the change we know is needed.

Working directly with the Contact Centre Team Leaders, our Contact Centre Manager and our Customer Engagement Centre team this role will be key in delivering a hassle‑free experience for all our customers.

This position is located at our Bicester office and will require a minimum of three days in our office. We believe in a hybrid model when it comes to remote and onsite work, knowing that both in‑person collaboration and individual time to focus are needed. What matters most is that people get the time and support to do what needs to be done. And to enjoy doing it, of course.

The Responsibilities

• Handle enquiries from customers via Inbound Calls, Emails, Cases and chats
• Outbound follow‑up and delivery support calls
• Become a champion of the Polestar products to be able to give customers the best advice and support
• First line complaint resolution
• Other tasks as required for the role

The ideal candidate

In order to succeed in this role, and at Polestar in general, there are a few characteristics you'll need to have: integrity, kindness and commitment. The ability to take the initiative, to meet set deadlines and requirements, and to always think customer first.

As a person you have great time management, and like to work in a team environment. You are also a digital‑minded, flexible and agile individual who thrives working in a fast‑paced and dynamic environment and who has a can‑do attitude and a self‑starter approach. You are able to handle a broad portfolio of tasks and are confident supporting customers directly on a one‑to‑one basis.

In Addition, You’ll Need The Following

• At least 6 months of experience in front‑line Customer Service roles
• Previous complaints or escalations experience
• Excellent oral and written communication in English
• Able to work shifts across 8am to 6pm Monday to Friday (overtime may be available)
• Knowledge of Salesforce is a benefit
• Good knowledge of Excel & PowerPoint

Polestar is an international company, with various backgrounds represented. English, therefore, is the language of written and spoken communication. And though we have a global presence, we maintain the growth‑mindset. Change happens often at Polestar. But so does progress. Expect an accelerating, exciting environment.

The process

If the above matches your ambitions, be sure to apply. Our selection process is ongoing, and the job advert will remain open until it’s filled.

The Polestar journey is an electric one.