Customer Experience Specialist, UK & DE

TeleTech Holdings, Inc.; Basildon; Hybrid; GBP 25,000 - 31,000; Part time

Job summary

TeleTech Holdings, Inc. seeks a Customer Experience Specialist (CXS) to support a global automotive brand from our Dunton site in a hybrid role. You will manage customer interactions via phone, email, live chat and outbound communications, building trust and ownership of issues to resolution.

You will collaborate with dealerships, technical teams and warranty support, delivering outstanding service while handling varied enquiries across multiple channels.

Qualifications

• Experience in customer service or contact centre.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent relationship-building and communication skills.
• Comfort with using multiple systems and CRM tools.

Responsibilities

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

Skills

Communication

Customer service

Problem solving

Time management

Attention to detail

Active listening

Teamwork

MS Office

Tools

MS Office

Job description

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

Essential Experience

• 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.

Desirable Experience

• 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.

If you're passionate about customer service, thrive in a fast-paced environment, and enjoy helping customers find solutions, we'd love to hear from you.