Customer Sucess Executive

Cazoo Group; Kingston upon Thames; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Annual bonus/commission

Pension matching

Awards & cash prizes

Referral bonus £2,000

25 days holiday

Hybrid in Richmond

Family leave

Private healthcare

Job summary

Cazoo is seeking a Customer Success Executive to partner with car dealers and support them through the buying journey. You will respond to queries, upsell and renewals, and coordinate with sales and operations to resolve issues quickly.

Based in Richmond with hybrid flexibility, you’ll own dealer queries end-to-end, share product updates, deliver training, and help dealers maximise value from Cazoo’s platform while building lasting relationships.

Qualifications

• Enjoy talking to new people and building relationships that last.
• Stay patient and calm when someone's frustrated, and genuinely want to get things sorted for them.
• Write and speak clearly, whether that's a quick email or talking someone through a new feature on the phone.
• Look for the fix, rather than the reason something can't be done.
• Keep on top of a busy workload without anything slipping through the cracks.
• Pick up new systems quickly and feel comfortable with the technical side of things.
• Think commercially, and notice when a conversation could turn into an opportunity.

Responsibilities

• Being the first point of contact for dealer questions by email and phone, and making outbound calls to follow up on queries and new leads, all within our agreed response times
• Building strong relationships with the dealers you look after, so they get real value from Cazoo and want to stay with us
• Owning each query from start to finish: working with our tech and operations teams to fix it, and keeping the dealer updated until it's sorted
• Sharing product updates, newsletters and useful insights, and running training sessions so dealers know how to use new features
• Spotting where a dealer could get more from Cazoo, or where they might be thinking of leaving, and flagging it to the sales team
• Passing on what dealers tell you, so their feedback shapes how we improve
• Helping out on other projects when the team needs a hand

Skills

Relationship building

Patience under pressure

Clear communication

Problem solving

Time management

Tech-savvy

Commercial awareness

Job description

Cazoo, is the ultimate destination for car enthusiasts and buyers alike! As a leader in the market, we pride ourselves on providing unparalleled search tools, expert car guides, insightful reviews, and a comprehensive vehicle price guide. Our mission is simple: to empower buyers to find their perfect car efficiently and with confidence, while also helping automotive retailers reach millions of eager buyers.

At Cazoo, you'll be part of a team that's revolutionising the way people buy and sell cars. If you're ready to drive your career forward in a dynamic, fast-paced environment, Cazoo is the place for you. Join us and be a part of shaping the future of automotive retail!

We are currently seeking a Customer Success Executive, a role in which you will be a supportive partner for our customers at every stage of the buying process. Focused on building loyalty to ensure long-term client retention by presenting product information, addressing customer queries, and assisting the sales team with upsells and renewals. Adopting a customer-first strategy, the customer success team own end-to-end management of customer queries and complaints and provide product performance and best practices to our car dealers.

Reports To: Customer Success Manager

Contract Type: Fixed Term Contract (12 months)

Location: Richmond UK, Hybrid

What You'll Be Doing

• Being the first point of contact for dealer questions by email and phone, and making outbound calls to follow up on queries and new leads, all within our agreed response times
• Building strong relationships with the dealers you look after, so they get real value from Cazoo and want to stay with us
• Owning each query from start to finish: working with our tech and operations teams to fix it, and keeping the dealer updated until it's sorted
• Sharing product updates, newsletters and useful insights, and running training sessions so dealers know how to use new features
• Spotting where a dealer could get more from Cazoo, or where they might be thinking of leaving, and flagging it to the sales team
• Passing on what dealers tell you, so their feedback shapes how we improve
• Helping out on other projects when the team needs a hand

Along the way, you'll get to know our internal systems inside out and keep up with what's happening across the used car market.

What We're Looking For

• Enjoy talking to new people and building relationships that last
• Stay patient and calm when someone's frustrated, and genuinely want to get things sorted for them
• Write and speak clearly, whether that's a quick email or talking someone through a new feature on the phone
• Look for the fix, rather than the reason something can't be done
• Keep on top of a busy workload without anything slipping through the cracks
• Pick up new systems quickly and feel comfortable with the technical side of things
• Think commercially, and notice when a conversation could turn into an opportunity

At Cazoo, we’re fearlessly committed to helping car buyers and dealers save time, money, and energy. If you’re ready to challenge the status quo, give it your all, and come out smiling, you’ll fit right in. You can expect a fast pace, plenty of support and a commitment to work flexibility. Are you ready?

Perks & Benefits

Here’s how we back you:

Financials

• We offer an annual bonus scheme or commission plans for our Commercial team.
• We more than match your commitment to your pension, so when you contribute 6% , we put in 9%, taking your total up to 15% of your base salary.
• Quarterly value-led awards with generous cash prizes.
• Referral Bonus: Recommend a colleague, get £2,000.

Work-Life

• 25 days (plus bank holidays) - Please note Commercial sales teams take 3 days between Christmas and New Year for shut down
• Hybrid role, two days a week based in our Richmond office
• Family Enhanced leave after 6 months of service:
• Maternity/Pregnant Parent Leave: 20 weeks at 100% pay,.
• Paternity/Non-birth Parent Leave: 12 weeks at 100% pay.
• Volunteer Days: We offer 2 volunteer days a year so you can help out wherever matters to you.

Health & Peace of Mind

• AXA Private Healthcare: High-level coverage for you, partners, and dependents—including pre-existing conditions.
• Bupa Dental: Level 2 coverage for cashback on preventative, restorative and emergency care.
• Private GP: 24/7 digital access via Help@Hand.
• Income Protection: 13 weeks of sick pay, before going onto Long term Illness cover with Canada Life
• Life Assurance: 4x basic salary covered by Unum.
• Specialist Support: Free counseling and menopause/fertility support via Peppy.

Your Growth

We hired you for your talent, and we’re committed to helping you expand it.

• Learning budget and continuous development opportunities. Every manager has a dedicated budget for your specific role development.

The Extras

• Company issued laptop.
• Perks@Work: Discounts at over 30,000 retailers and entertainment venues.
• Annual conference with top tier industry guest speakers. Past guests include names like Matthew Syed and Damian Hughes.
• Whether it’s our Summer bash or the annual festive party, we make sure we take the time to bring everyone together and celebrate in style.
• Free food & drinks in the office.
• We’re proud partners of Brentford FC, and we share the rewards with you. From tickets to matches to the bucket-list opportunity to actually play on the pitch yourself, we bring you closer to the action.

Diversity & Inclusion at Cazoo

The best ideas come from people with different backgrounds, experiences and ways of thinking. At Cazoo we are a place where people feel comfortable speaking up, contributing and growing. Bring your perspective. Bring your experience. Be yourself.