Customer Experience Specialist (Automotive)

Percepta LLC; Basildon; Hybrid; GBP 27,000 - 29,000; Full time

Benefits offered by this job

Annual leave 27?

Company pension

Life Assurance 4x salary

Contributory pension

Private Medical Insurance

Dental discounts

Travel insurance

Vehicle discounts

Employee Assistance Program (EAP)

Cycle to work

Job summary

Percepta in the United Kingdom is seeking a Customer Experience (CX) Specialist (Automotive). This full-time, permanent role is hybrid (2 days onsite / 3 days at home) and focuses on owning customer cases from first contact to full resolution, while reducing vehicle downtime and keeping customers informed. Salary starts at £27,275 base with performance bonus; OTE up to £28,775.

Start date 9 November 2026. Benefits include pension, life assurance, private medical, travel insurance, and staff

Responsibilities

• Take ownership of customer cases from first contact to full resolution
• Reduce vehicle downtime by coordinating support and updates
• Provide guidance when repair delays occur, including parts availability and dealer concerns
• Review and respond to requests for financial support on vehicles outside of warranty
• Collaborate with internal teams to share information and resolve complex cases
• Document cases in the CRM with timely, accurate updates
• Use service plans and goodwill options to keep customers happy
• Participate in customer-focused campaigns or service improvement projects
• Stay calm, professional, and positive under pressure

Job description

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Job Description - Customer Experience Specialist (Automotive) (04EUP)

Customer Experience Specialist (Automotive)

Please note: Recruitment for this role will include a hiring event. Candidates must be available to attend. The date is to be confirmed, and successful applicants will be notified and invited to attend once details have been finalised.

Contract Type: Full-Time, Permanent, Hybrid Working (2 days onsite / 3 days working from home)

Working Hours: 37.5 hours per week on a rotational shift pattern

Full-Time Shifts: Between 8:00 AM and 6:00 PM, Monday to Friday, Occasional Saturdays (approximately 1 in 6)

Salary: £27,275 basic salary + Performance bonus available + On-Target Earnings (OTE): £28,275–£28,775

Start Date: Monday, 9th November 2026

Please note: No annual leave will be permitted during the training and onboarding period.

Training & Onboarding: Candidates must be available to attend all training and onboarding sessions from Monday 9th November to Friday, 18th December 2026.

Love helping people and solving problems? This role is for you! At Percepta, we bring first-class service across each market we support. As aCustomer Experience (CX) Specialist in the United Kingdom, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture. We’re looking for CX Specialists who enjoy building real connections with people, problem-solving on the spot, and being the voice of support for a globally recognised automotive brand.

What You’ll Be Doing

In this role, you will take ownership of customer cases from first contact through to full resolution, ensuring a smooth and positive experience at every stage. You’ll work to reduce vehicle off-road time by proactively coordinating support and keeping customers fully informed throughout the repair process. You will also provide guidance when repair delays occur, including issues related to parts availability, dealer concerns, and complaint handling. In addition, you’ll review and respond to requests for financial support on vehicles outside of warranty, carefully balancing customer needs with business policies. Collaboration will be key, as you work closely with internal teams across the organisation to share information, resolve complex cases, and deliver the best possible outcomes for customers.

During a Typical Day, You’ll

• Deliver a friendly, knowledgeable, and efficient customer experience via phone, email, and chat
• Act as a go-to expert on vehicle products, services, and support resources
• Build trust by listening, understanding, and following through on customer needs
• Liaise with dealerships, technical support, and internal teams to ensure issues are resolved
• Document cases in our CRM system and ensure updates are timely and accurate
• Use tools like service plans and goodwill options to keep customers happy
• Participate in customer-focused campaigns or service improvement projects
• Stay calm, professional, and positive even when things get tough

What You Bring To The Table

• Genuinely enjoy talking to people and making their day easier
• A natural communicator, both written and verbal, with great attention to detail
• Experience in customer service or a contact center
• Can juggle multiple tasks and priorities while staying cool under pressure
• Tech savvy, comfortable with MS Office, email, and can quickly learn new systems
• Team player who jumps in to support colleagues and solve problems together

What You Can Expect

• 22 days Annual leave to start, increases by 1 day on anniversary of start date for the first 5 years, meaning a potential maximum of 27 days annual leave plus bank holidays.
• Company pension
• Life Assurance 4 x annual salary
• Contributory pension scheme
• Private Medical and Insurance, and a discounted dental scheme
• Comprehensive travel insurance for you and your family in line with the scheme rules
• Discounts on brand new vehicles
• Employee Assistance Program (EAP)
• Cycle to work scheme

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

• Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
• Service beyond self – We serve others—clients, customers, and teammates with care and integrity in every interaction.
• Leave it better – We take ownership and leave every process, person, and place better than we found it.
• Win together – We succeed as one—celebrating, supporting, and showing up for each other.
• Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different **vantage** points and allows every individual to bring value to the table in their unique way.

From its inception, Percepta LLC has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market wesupport.