Customer Support Specialist (B2B)

JIM - Jobs In Manchester; Manchester; Hybrid; GBP 25,000 - 28,000; Full time

Job summary

A leading company in the automotive industry is seeking Customer Support Specialists in Manchester. This role involves being the first point of contact for customers, resolving complex queries, and delivering exceptional service. The company offers a competitive salary, hybrid working, and various benefits prioritizing employee welfare and career development.

Benefits

28 days holiday plus bank holidays

Private medical cover

Pension contributions up to 7%

Share-save options

24/7 online GP support

Qualifications

• Experience delivering exceptional customer service.
• Ability to manage both inbound and outbound interactions.
• Excellent communication skills for understanding customer needs.

Responsibilities

• First point of contact for automotive retail customers.
• Resolve queries through calls and emails.
• Apply root-cause analysis for improving customer processes.

Skills

Customer Service

Communication Skills

Problem Solving

Multitasking

Job description

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About The Job

We have an exciting opportunity for several Customer Support Specialists to join our friendly Manchester-based sales team.

You may think a love of cars is essential to work at Autotrader, but it’s not. We value a passion for delivering exceptional customer service.

As a Customer Support Specialist, you will be the first point of contact for both our automotive retail customers (B2B) and internal stakeholders.

Every customer is unique, with their own goals, business models, challenges, and targets. You’ll bring curiosity, resilience, and empathy to understand each customer’s needs. Using effective questioning, active listening, and confident objection handling, you’ll deliver outstanding customer experiences.

By understanding current and future customer needs, you’ll help them achieve their goals, identify growth opportunities, and proactively address potential risks.

Your queries will range from billing issues to new product requests. You will communicate via calls (inbound and outbound) and emails. Internally, you will support our Account Managers to provide excellent service to their clients.

This role involves more than answering queries. You will apply root-cause analysis to improve processes, educate customers, and influence digital change in the automotive industry. When first-time resolution isn’t possible, you will take ownership by collaborating with colleagues to solve problems.

We encourage progression at Autotrader, whether advancing within this role or transitioning to an Account Executive position. We support your career development.

Learn more about why our Customer Support Specialists enjoy their roles here.

What We’re Looking For

• Experience delivering exceptional customer service supporting external customers and handling complex queries empathetically
• Experience managing both inbound and outbound customer interactions naturally and conversationally
• Experience communicating with customers via email
• Excellent communication skills, with the ability to question, listen, and recognize customer needs and opportunities or risks
• Proven success in achieving KPIs and delivering results within SLA targets
• Ability to multitask and manage conflicting priorities in a fast-paced environment

Because you’ll be the voice of Autotrader, it’s crucial that you have engaging communication skills, are great at building relationships, and are passionate about delivering first-class experiences.

Benefits

We offer a salary of £25,000 – £28,000, plus an additional 10% of your salary in shares each year. These shares vest over three years, and you can choose to sell or keep them.

Additional benefits include 28 days holiday plus bank holidays and half-day closures at Christmas and New Year’s Eve. We also provide pension contributions up to 7%, private medical cover, enhanced family leave, a car salary sacrifice scheme, share-save options, and more.

We prioritize your wellbeing with 24/7 online GP and dental support, assistance for fertility, gender dysphoria, menopause, and period care.

Our hybrid working model combines office and home working, with two fixed weekly office days and one flexible day. We also have remote-first periods during summer and winter, allowing remote work anywhere in the UK or abroad.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Other

Industries

• Online Media