Customer Experience Executive

TN United Kingdom; Bury; Hybrid; GBP 24,000; Full time

Job summary

An established industry player is seeking a dedicated individual to join their Customer Experience Team. This role focuses on delivering exceptional service and managing customer relationships within a dynamic environment. You will be responsible for overseeing the lifecycle of vehicles, ensuring compliance, and enhancing customer satisfaction. With a strong emphasis on teamwork and continuous improvement, this position offers the chance to contribute to a reputable organization recognized for its commitment to employee wellbeing and development. If you are passionate about customer service and thrive in a fast-paced setting, this opportunity is perfect for you.

Qualifications

• GCSEs in Math & English required.
• Degree-level education preferred.
• Previous customer service experience is essential.

Responsibilities

• Manage customer relationships for an outstanding experience.
• Handle lifecycle tasks related to CBS vehicles.
• Monitor and audit documentation for compliance.

Skills

IT Proficiency

Excel

MS Office

Customer Service

Communication Skills

Organizational Skills

Calm Under Pressure

Education

GCSEs in Math & English

Degree-level Education

Tools

STORM

CRM

HPI

DVLA

MID

Job description

Job Description

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To deliver an outstanding end-to-end customer experience and transactional process from a single point of reference in the Customer Experience Team; bridging all scheme solutions and every aspect of customer needs.

The Customer Experience Team (CET) is responsible for delivering excellence and expertise at every stage of interaction with the client. The CET department works with the wider CBS business to continuously improve products, services, and systems to meet and exceed customer needs and expectations, thereby maximising CBS business growth and retention.

The salary for this role is £24,000 per annum. The working hours are 35 hours per week, from Monday to Friday, on a hybrid working pattern with the option to work from home 1 day per week following successful probation.

About Us

At Car Benefit Solutions, we specialise in Employee Car Ownership Schemes and other customised car schemes, such as salary sacrifice. Supported by leading motor manufacturers and managed by our dedicated CBS team, our schemes are designed to benefit both employers and employees.

We have a strong reputation in the Automotive and Corporate sectors, recognised as a 3-star World Class best company to work for, ranked 3rd in the Business Services sector, and among the top 25 employers in the Northwest region. Our Gold status reflects our commitment to our people as Investors in People and We Invest in Wellbeing.

Requirements

Key Accountabilities

• Manage customer relationships to deliver an outstanding experience at every interaction with CBS schemes, solutions, and requests.
• Handle all tasks related to the lifecycle of a CBS vehicle, including delivery, disposal, administration, documentation, 1Link, DVLA, cherished plates, fines, and finance processes.
• Ensure CBS vehicles are appropriately insured, assist drivers with this, and report on insurance matters as required.
• Monitor, validate, and audit document sets in line with scheme policies and compliance standards, providing reports as needed.
• Maintain databases such as STORM, CRM, HPI, DVLA, and MID, along with other bespoke software, to meet customer and CBS needs.
• Validate, scan, and file documentation related to CBS vehicles accurately and promptly.
• Assist drivers with queries regarding the website, end-of-contract issues, mileage recording, and general scheme inquiries, ensuring satisfactory resolutions.
• Implement and communicate CBS system enhancements, onboarding clients and drivers, to improve customer experience continually.
• Handle all client inquiries and issues, resolving them satisfactorily and identifying areas for improvement.
• Manage CBS postal requirements, including equipment maintenance, stationery stock, and credit facilities.
• Coordinate vehicle maintenance, repairs, MOTs, safety recalls, and asset management to support CET responsibilities.
• Be responsible for providing customer hire cars as needed.
• Assist with CBS vehicle disposals to maximise commercial and operational returns.
• Perform any additional tasks to support CET objectives.

Qualifications

• GCSEs grade C or above in Math & English.
• Degree-level education.

Skills, Knowledge & Attributes

• Proficient in IT, Excel, and MS Office.
• Ability to thrive in a fast-paced, varied, and challenging environment.
• Customer-focused, dedicated, and passionate about delivering excellent service.
• Strong verbal and written communication skills at all levels.
• Meticulous organisational skills.
• Excellent telephone manner.
• Calm under pressure and able to meet deadlines.
• Aligned with CBS Core Values: pride, integrity, accountability, continuous improvement, and enjoyment.
• Previous experience in customer service or the automotive industry.
• Knowledge of CBS products and systems.

Please note: All successful applicants must undergo a standard DBS check before employment as part of pre-employment screening.