Customer Experience Specialist

City West Country Ltd; Exeter; On-site; GBP 18,000 - 30,000; Full time

Benefits offered by this job

Achievable bonus scheme

Industry expert training

Employee Car Scheme

25 days' holiday + bank holidays

Pension scheme

Benefits Hub access

Employee Assistance Programme

Cycle to work scheme

Eye care vouchers

Life assurance

Long Service Awards

Job summary

City West Country Ltd in Exeter is seeking a Customer Experience Specialist to join the Fleet team. You will prioritise customer focus and manage queries, complaints and feedback, working with brands such as Mercedes-Benz and BYD. Join a growing automotive group with strong training and employee benefits.

Salary is up to £30,000 per annum with an achievable bonus, 25 days holiday, pension and other perks. This is a full-time on-site role based in Exeter.

Qualifications

• Excellent customer service experience.
• Strong administration and IT skills.
• Car industry knowledge is a benefit but not essential.
• Strong focus on problem solving and finding efficiencies.
• Calm and patient under stress.

Responsibilities

• Ensure customer focus is the main priority.
• Follow the business SLA's for responses to customer queries.
• Be the first port of call for disputes from initial response to resolution.
• Documentation of customer issues/resolutions up to date.
• Provide support to operations.
• Escalate all formal complaints to the appropriate management team.
• Respond to customer queries via email/text/OEM portals.
• Maximise opportunity for customer feedback.
• Identify root cause analyses for recurring issues.
• Liaise with fleet sales, operations and logistics teams.
• Review customer feedback and implement improvements.

Skills

Excellent customer service

Admin & IT skills

Car industry knowledge

Problem solving

Calm under stress

Tools

MS Office

Job description

Salary: up to £30,000.00 per annum OTE

Hours: Monday to Friday 08:30-17:30

Location: Exeter

Ready to grow your career with a business that's expanding while others are cutting back? We are looking for an experience Customer Service Professional to join our Fleet team in Exeter.

Working with prestigious brands such as Mercedes-Benz and BYD with industry-leading training and the backing of an award-winning automotive group, this is an exciting opportunity to build your career with CWC.

What can we offer you?

• Achievable bonus scheme
• Industry expert training
• Employee Car Scheme
• 25 days' holiday + bank holidays
• Scottish Widows salary sacrifice pension scheme
• Access to our exclusive Benefits Hub - discounts on big brands
• Employee Assistance Programme
• Cycle to work scheme and eye care vouchers
• Life assurance 1 x basic salary
• Long Service Awards to celebrate your milestones

Who are City West Country?

City West Country are a privately owned, award-winning automotive group with over 40 years of industry experience, operating successful dealerships across Exeter, Taunton, Plymouth and Truro and now in our brand-new dealership in Paignton. That's right, while others are streamlining their operations, we are growing, and we need the right Technicians to join us on this journey.

Owned by a father-and-son team, we pride ourselves on strong family values. For the past three years, we have also been recognised as an Outstanding Company to Work For by Best Companies! With an annual turnover exceeding £368 million, CWC are ranked as the 47th largest dealer group in the UK according to the AM-online AM100 report, and hold the 50th position in the Scoosh Top 100 Car Dealers rankings.

What You'll Be Doing

As a Customer Experience Specialist you'll

• Ensure customer focus is the main priority
• Follow the business SLA'S for responses to customer queries
• Be the first port of call for dispute for initial response through to resolution
• Documentation of customer issues/resolutions is kept up to date
• Provide support to operations
• Ensure all formal complaints are escalated to the appropriate management team
• Respond to customer queries via email/text service/OEM Portals
• Maximise opportunity for customer feedback
• Identify any root cause analysis for reoccurring issues
• Effective liaise with the fleet sales, operations and logistics teams
• Reviews customer feedback and implements improvements

What We're Looking For

We're looking for someone with the right attitude, confidence and willingness to learn. You will:

• Have excellent customer service experience
• Have strong administration and IT skills (MS Office products)
• Car industry specific knowledge is a benefit but not essential
• Strong focus on problem solving and finding efficiencies
• Be calm and patient under stress

Ready to Make Your Move?

If you're motivated, eager to learn and excited by the opportunity to build a career, we'd love to hear from you! Apply today and join a company that values attitude, ambition and progression.

We are passionate about creating a diverse and inclusive place to work, with a commitment to equality and fairness at the heart of our values and everyday practices and policies. We aim to recruit, nurture and retain a diverse workforce that reflect the diversity of our customer base.

Want to discuss this role? Call Beth Williams on 01392 825073 or email [email protected]