London Auto Customer Experience & Complaints Lead

Pybus Recruitment Ltd; Greater London; On-site; GBP 41,000 - 50,000; Full time

Benefits offered by this job

Bonus

Job summary

Pybus Recruitment Ltd is seeking a Customer Complaint & Customer Experience Specialist for an office-based role at Chiswick Park, London. You will own customer complaints, improve satisfaction, and drive service excellence across the UK dealer network.

The position offers a Monday–Friday schedule, a salary of up to £45,000 plus bonus, and an opportunity to shape customer experience in a fast-paced automotive environment.

Qualifications

• 2+ years in customer complaints, customer experience, aftersales, customer service, or service operations.
• Experience in the automotive industry.
• Strong complaint handling and conflict-resolution skills.
• Experience managing escalated customer cases.
• Excellent communication and stakeholder management skills.
• Strong analytical and reporting capabilities.

Responsibilities

• Manage customer complaints related to vehicle quality, repairs, warranty claims, parts supply, and aftersales services.
• Take ownership of escalated customer cases from initial contact to resolution.
• Coordinate with dealerships and internal teams to deliver effective solutions.
• Ensure timely customer communication throughout the complaint lifecycle.
• Reduce complaint escalations and recurring issues through case management.
• Manage CSI activities and reporting.
• Conduct follow-up calls and satisfaction reviews.
• Monitor feedback and identify service improvements.
• Analyze trends and develop improvement initiatives.
• Support dealer partners with complaint resolution and best practices.

Skills

Customer complaints

Customer experience

Communication

Stakeholder management

Analytics & reporting

English fluent

Automotive exp

Job description

Pybus Recruitment Ltd is seeking a Customer Complaint & Customer Experience Specialist for an office-based role at Chiswick Park, London. You will own customer complaints, improve satisfaction, and drive service excellence across the UK dealer network.

The position offers a Monday–Friday schedule, a salary of up to £45,000 plus bonus, and an opportunity to shape customer experience in a fast-paced automotive environment.