Digital CX Specialist — Flexible Hours, Growth & Perks

Group 1 Automotive; Chelmsford; On-site; GBP 24,000 - 26,000; Full time

Benefits offered by this job

33 days annual leave

Retail discounts

Pension scheme

Cycle-to-work

Healthcare support

Volunteer day

Job summary

Group 1 Automotive is seeking a Digital Customer Experience Advisor for Chelmsford Contact Centre. The role involves managing digital enquiries, guiding customers to aftersales services, and converting inquiries into bookings. The position offers comprehensive training and progression opportunities within a growing national network.

The successful candidate will handle multiple digital channels, maintain SLA performance, and deliver consistent, professional customer care from our Chelmsford team.

Qualifications

• Clear and professional communication across digital platforms.
• Ability to handle multiple enquiries with accuracy and speed.
• Commitment to meeting SLA targets and delivering quality service.
• Work independently while staying aligned with team goals.

Responsibilities

• Manage digital enquiries across multiple platforms promptly, ensuring fast response times to meet customer expectations.
• Engage professionally with customers, delivering clear and helpful communication at every interaction.
• Identify customer needs quickly and efficiently, guiding them toward the most suitable aftersales service or product.
• Convert enquiries into confirmed bookings, maintaining a strong focus on achieving conversion targets.
• Deliver exceptional customer service, building trust and fostering long-term relationships to encourage repeat business.
• Stay organised and self-driven, meeting deadlines and performance targets consistently
• Adhere to SLA requirements, ensuring all enquiries are handled within agreed timeframes
• Respond effectively to live chat interactions, providing accurate and timely assistance.
• Demonstrate fairness and integrity in all dealings, upholding company values and customer trust.
• Capture and report all outcomes accurately, including customer requirements and any recommended aftercare products, for analytics and continuous improvement.

Skills

Customer service

Digital channels

SLA targets

Multi-system navigation

Independent work

Tools

CRM systems

Digital tools

Job description

Group 1 Automotive is seeking a Digital Customer Experience Advisor for Chelmsford Contact Centre. The role involves managing digital enquiries, guiding customers to aftersales services, and converting inquiries into bookings. The position offers comprehensive training and progression opportunities within a growing national network.

The successful candidate will handle multiple digital channels, maintain SLA performance, and deliver consistent, professional customer care from our Chelmsford team.