Customer Service Advisor

Autotrader; Hemel Hempstead; On-site; GBP 26,000 - 28,000; Full time

Benefits offered by this job

Share plan

Pension scheme

Private medical cover

Car salary sacrifice

Share-save options

Hybrid work model

Remote-friendly periods

Job summary

Autotrader in Hemel Hempstead seeks a Customer Support Advisor to be the friendly voice of the team, supporting customers through their leasing journey from order to delivery and end of contract.

You will handle calls and emails, collaborate with dealers and leasing companies, and resolve queries first time where possible while keeping customers updated and aligned with FCA and Consumer Duty standards.

Qualifications

• Experience in customer service; strong verbal and written communication across customers.
• Proven problem-solving skills with focus on first-time resolution.
• Ability to work in a fast-paced environment with multiple priorities.
• High attention to detail and reliability.

Responsibilities

• Be the friendly voice for customers through calls and emails.
• Work with dealers, leasing companies and teams to keep processes moving.
• Resolve queries quickly, update customers throughout the journey.
• Maintain SLAs, spot issues early and raise blockers as needed.
• Build relationships and contribute to an inclusive team.

Skills

Customer service

Verbal communication

Written communication

Problem solving

Multi-tasking

Attention to detail

One-call resolution

Team player

Digital mindset

Adaptability

Job description

You’ve probably heard of Autotrader, but do you know what we’re all about?

We’re the UK’s leading automotive marketplace, a heritage brand, and a tech darling of the stock market. We bring together vehicle buyers and sellers to give them real choices. Cars may be what we're best known for but we’re also the place for pretty much everything else on wheels, from e-bikes to caravans.

In the automotive world, change is a constant, that’s why we take our job of untangling the complex car-buying journey very seriously.
At our core, we’re all about people. We go our own way while embracing diversity and celebrating our differences. We dedicate ourselves to the idea that we work better together.

Autotrader is a beautiful, surprising and vibrant place to work. We might not be for everyone, but we could be perfect for you.

About the job

We’reon the lookout for CustomerSupport Advisorsto be the friendly voice of our team in ourHemel Hempsteadoffice. You’llsupport consumers through their entire leasing journey-from theirinitialorder right through to delivery and endofcontract.It’sa role with plenty of variety, where no two days are the same andyou’llmake a real difference to how our customers feel.

You’ll be the person customers turn to when they need answers, support or reassurance. That means working closely with dealers, leasing companies and teams across Auto t rader to keep things moving and solve problems quickly. You’ll handle a mix of calls and emails, using your initiative to resolve queries first time where you can and keeping customers updated along the way.

Multi-tasking is a must in this role, as is a high level of attention to detail . Your ability to juggle multiple tasks while maintaining excellent service will make a significant impact on the overall customer experience. It’s fast - paced , but if you enjoy switching between tasks and staying on your toes, you’ll feel right at home.

You’ll also manage your own workload, keeping on top of tasks and queues in line with SLAs, and influencing partners to follow the right processes. You’ll spot issues early, help remove blockers, and make sure everything meets our FCA and Consumer Duty standards. You’ll build strong relationships, stay curious about our products and systems, and play your part in creating a supportive and inclusive team.

What we're looking for

• Experienced in customer service, a natural verbal and written communicator who engages effortlessly with all kinds of customers, making every interaction positive and memorable
• Strong problem-solving skills with a focus on achieving one-call resolution and customer satisfaction
• Ability to work in a fast-paced environment, managing multiple priorities at the same time
• A strong attention to detail
• Solutions champion who is driven to go the extra mile, solving problems creatively and adapting your approach to suit each unique customer
• Service expert that is curious to be in the know, staying up to date with our products and services to deliver the right information at the right time
• Team player who collaborates with colleagues, sharing updates and working together to deliver outstanding results
• Friendly, approachable, warm, welcoming, and always ready to create a genuine connection with every customer
• Someone who can display, and be proud of, our values
• Digital mindset - you don’t have to be an expert with technology but comfortable embracing new tools and systems.

We’re offering a salary of £26,300 - £28,000, plus an additional 10% of your salary awarded to you in shares each year. These awarded shares will become yours in yearly instalments over the next three years, and you can choose to either sell them or keep them as shares.

You’ll have 28 days holiday per year, and that's in addition to bank holidays and half day closures on Christmas and New Year's Eve.

That’s not all. You'll be enrolled in our pension scheme, where our standard contributions are 7% and employee contributions are 5%. We also have comprehensive private medical cover, enhanced family leave provisions, a car salary sacrifice scheme, share-save options, and much more.

We always want to give you the support you need and help prioritise your wellbeing, that’s why we provide access to 24/7 online GP and dentist, as well as specialist support for assisted fertility, gender dysphoria, menopause, period care plans and lots more.

On top of all that, our hybrid model, Connected Working, combines the best of both worlds – office and home working. You'll spend a minimum of 3 days a week in the office with your team, focused on collaboration and connection.

Additionally, we have our remote-first periods at set times during summer and winter. During these periods, you can work remotely anywhere in the UK and from certain locations abroad.

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