Customer Experience Specialist

Auto Trader; Manchester; Hybrid; GBP 25,000 - 27,000; Full time

Job summary

A leading automotive marketplace in Manchester is looking for Customer Experience Specialists. You'll manage up to 50 customer interactions daily through inbound calls, emails, and live chat. The ideal candidate has a strong background in customer service, excels in communication, and can multitask efficiently. This role offers a salary between £25,000 - £27,000, 28 days holiday, and the flexibility of hybrid working arrangements.

Benefits

Salary shares

28 days holiday

Comprehensive private medical cover

Pension contributions

Wellbeing support programs

Qualifications

• Experienced in customer service roles.
• Ability to engage with diverse customers.
• Curious and proactive in learning products.

Responsibilities

• Provide support across calls, emails, and live chat.
• Handle multiple chat conversations simultaneously.
• Resolve customer issues and ensure satisfaction.

Skills

Expert customer service

Strong verbal and written communication

Problem-solving

Team collaboration

Digital mindset

Job description

Overview

We're on the lookout for Customer Experience Specialists to be the friendly voice of our team in our Manchester office. You'll play a key role in helping customers buy or sell their vehicles, contributing to our remarkable 91% customer satisfaction score. The team handles an impressive 10,000 customer interactions every month across inbound calls, emails, and live chat. As part of the team, you'll rotate between these channels throughout the week, managing an average of 50 interactions per day. Multi-tasking is a must in this role, especially on our live chat platform, where you'll expertly manage up to three customer conversations simultaneously. Your ability to juggle multiple tasks while maintaining excellent service will make a significant impact on the overall customer experience.

Our customers rely on you for a variety of needs, from billing enquiries to guidance on advertising their vehicles. In every interaction, your goal will be to create a seamless and positive journey, resolving issues efficiently and ensuring satisfaction. You'll also troubleshoot technical problems with customer adverts, escalating complex cases to the appropriate teams to keep everything running smoothly.

We know our customers have high expectations, and we're looking for individuals who can confidently manage a high volume of queries with patience, professionalism, and a calm demeanour. If you're ready to make a difference and thrive in a fast-paced, customer-focused environment, this could be the perfect role for you.

Responsibilities

• Provide customer experience across inbound calls, emails, and live chat. Rotate channels weekly and handle up to 50 interactions per day.
• Manage up to three live chat conversations simultaneously while delivering high-quality service.
• Assist with billing inquiries and guidance on advertising vehicles; troubleshoot technical problems with customer adverts and escalate complex cases to the appropriate teams.
• Strive to create a seamless and positive customer journey and resolve issues efficiently to ensure satisfaction.

Qualifications and attributes

• Experienced in customer service, with strong verbal and written communication and the ability to engage with all kinds of customers.
• Solutions champion who is driven to go the extra mile and adapt approaches to suit each customer.
• Curious and proactive in staying up to date with products and services to deliver accurate information.
• Team player who collaborates with colleagues to deliver outstanding results.
• Friendly, approachable, warm, and able to create genuine connections with customers.
• Digital mindset with comfort in using new tools and systems.

About Autotrader

Autotrader is the UK's leading automotive marketplace, a heritage brand, and a tech darling of the stock market. We connect vehicle buyers and sellers to provide real choices. Cars are our hallmark, but we cover a wide range of wheels, from e-bikes to caravans.

In the automotive world, change is constant, so we take our role in untangling the car-buying journey seriously. We focus on people, celebrate diversity, and believe we work better together. Auto Trader is a vibrant place to work and may not be for everyone, but could be perfect for you.

Application process

During the application process, you will be asked three questions to help us learn more about you, your skills, and your alignment with our values. These will be used as part of our selection criteria to determine progression.

Hours

The working hours for this role are 9.00 - 17.30, Monday to Saturday. If you work on a Saturday or bank holiday, you will then get a day off during the week. The number of Saturdays you work can vary throughout the year and rotaes are shared well in advance so you can plan ahead. Sunday hours may be explored if the business needs us to.

Benefits

Salary: £25,000 - £27,000, plus an additional 10% of your salary awarded to you in shares each year. These shares will become yours in yearly instalments over the next three years, with options to sell or keep them. You’ll receive 28 days holiday, plus bank holidays, and comprehensive private medical cover. You’ll be enrolled in our pension scheme with standard contributions of 7% (employer) and 5% (employee). We offer additional benefits including private medical cover, enhanced family leave provisions, car salary sacrifice, share-save options, and more. We also provide wellbeing support including 24/7 online GP and dentist, and specialist support for assisted fertility, gender dysphoria, menopause, and period care plans. Our hybrid model, Connected Working, combines office and home working with two fixed weekly office days and one additional day of your choice. There are remote-first periods at set times during summer and winter to work remotely anywhere in the UK and from certain locations abroad.

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