Customer Experience Specialist, UK & DE

Percepta LLC; Basildon; Hybrid; GBP 25,000 - 31,000; Full time

Job summary

Percepta LLC is seeking a Customer Experience Specialist to join our UK & DE operations. You will act as a dedicated point of contact for customers, resolving queries, investigating after-sales concerns, and delivering service across multiple channels.

The role covers Commercial Vehicle and Fleet customers within a hybrid work pattern, combining on-site and remote support. You’ll manage inquiries via phone, email, live chat, and outbound communications, building trust and guiding customers to

Qualifications

• Previous experience within a customer service, contact centre, or customer support environment.
• Strong experience managing customer enquiries and resolving complex issues.
• Excellent relationship-building and communication skills.
• Ability to work effectively in a fast-paced environment while managing multiple priorities.
• Knowledge of the automotive industry.
• Experience supporting Fleet or Commercial Vehicle customers.
• Passion for the automotive sector and delivering exceptional customer experiences.

Responsibilities

• Deliver exceptional customer service and create positive customer experiences.
• Manage inbound and outbound customer communications via telephone, email, and live chat.
• Resolve customer concerns efficiently while maintaining a high level of customer satisfaction.
• Serve as a key point of contact for Commercial Vehicle and Fleet customers.
• Act as a liaison between customers, dealerships, technical teams, warranty support, and other stakeholders.
• Investigate, manage, and resolve customer cases using available resources and support networks.
• Document all customer interactions accurately within CRM systems.
• Proactively follow up with customers and stakeholders to ensure satisfactory outcomes.
• Support colleagues during periods of increased workload, holidays, or absence.
• Review ageing cases and provide feedback to leadership teams.
• Assist with coaching, mentoring, and supporting new team members.
• Deliver training and knowledge-sharing sessions where required.
• Contribute ideas and feedback to drive continuous improvement within the team.
• Participate in business-related projects and initiatives.

Skills

Customer service

Communication

Multitasking

Fast-paced environment

Automotive industry knowledge

Fleet/Commercial Vehicle experience

Relationship building

Tools

MS Office

CRM systems

Job description

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Job Description - Customer Experience Specialist, UK & DE (04EDZ)

Customer Experience Specialist, UK & DE

Customer Experience Specialist (CXS)

Location: Dunton
Working Pattern: Hybrid, 2 days per week on site
Hours: Between 8:00am and 6:00pm, with occasional Saturdays
Contract: 6-Month Fixed-Term Contract
Salary: £28,275

Join a Global Automotive Brand

Are you passionate about delivering exceptional customer experiences? Do you enjoy solving problems, building relationships, and making a real difference for customers?

We're looking for an experienced Customer Experience Specialist (CXS) to join our team, supporting a globally recognised automotive brand. In this role, you'll act as a dedicated point of contact for customers, helping to resolve queries, investigate after-sales concerns, and deliver outstanding service across multiple communication channels.

This role offers the opportunity to work across a variety of customer contact functions, supporting both Commercial Vehicle and Fleet customers while contributing your expertise wherever it's needed most.

About the Role

As a Customer Experience Specialist, you'll be responsible for managing customer interactions via phone, email, live chat, and outbound communications. You'll build trust with customers by understanding their needs, providing expert guidance, and taking ownership of issues through to resolution.

Working within a dynamic environment, you'll provide frontline support across a range of activities, helping customers, supporting colleagues, and contributing to the overall success of the operation.

Key Responsibilities

• Deliver exceptional customer service and create positive customer experiences.
• Manage inbound and outbound customer communications via telephone, email, and live chat.
• Resolve customer concerns efficiently while maintaining a high level of customer satisfaction.
• Serve as a key point of contact for Commercial Vehicle and Fleet customers.
• Act as a liaison between customers, dealerships, technical teams, warranty support, and other stakeholders.
• Investigate, manage, and resolve customer cases using available resources and support networks.
• Document all customer interactions accurately within CRM systems.
• Proactively follow up with customers and stakeholders to ensure satisfactory outcomes.
• Support colleagues during periods of increased workload, holidays, or absence.
• Review ageing cases and provide feedback to leadership teams.
• Assist with coaching, mentoring, and supporting new team members.
• Deliver training and knowledge-sharing sessions where required.
• Contribute ideas and feedback to drive continuous improvement within the team.
• Participate in business-related projects and initiatives.

What We're Looking For

• Previous experience within a customer service, contact centre, or customer support environment.
• Strong experience managing customer enquiries and resolving complex issues.
• Excellent relationship-building and communication skills.
• Ability to work effectively in a fast-paced environment while managing multiple priorities.
• Knowledge of the automotive industry.
• Experience supporting Fleet or Commercial Vehicle customers.
• Passion for the automotive sector and delivering exceptional customer experiences.

Skills & Attributes

The successful candidate will demonstrate:

• Outstanding verbal and written communication skills.
• Strong customer service and problem-solving abilities.
• Excellent attention to detail and active listening skills.
• The ability to build trust and rapport with customers and stakeholders.
• Strong time-management and organisational skills.
• Confidence using multiple systems and applications simultaneously.
• Resilience and the ability to remain calm under pressure.
• Professionalism, integrity, and sound judgement.
• Proficiency in Microsoft Office applications and digital communication platforms.
• A flexible, team-oriented approach with a willingness to support colleagues when required.

Why Join Us?

• Work with a globally recognised automotive brand.
• Hybrid working arrangement with a collaborative team environment.
• Opportunity to develop your skills within a customer-focused operation.
• Gain exposure to a variety of customer service channels and specialist case management activities.
• Be part of a supportive and inclusive team committed to delivering outstanding customer experiences.

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.