Retail Support Specialist

Neptune Europe Ltd; Highgate; On-site; GBP 30,000 - 45,000; Full time

Job summary

A European automotive service provider in Highgate is seeking a Retail Support Specialist to manage escalations impacting customer satisfaction and commercial targets. The candidate will coordinate between dealers, brands, and internal departments to resolve queries efficiently. Key qualifications include strong problem-solving skills, effective communication, and proficiency in Salesforce and MS Office. The role offers a variety of employee benefits, including car ownership schemes and medical insurance, fostering a diverse and inclusive workplace.

Benefits

Employee Car Ownership scheme

Company Car scheme for BEVs

Income protection and life assurance

Access to Care Concierge

Private medical insurance

Professional development programmes

Qualifications

• Strong ability to collaborate with multiple stakeholders for problem resolution.
• Passionate about improving processes and delivering exceptional service.
• Excellent spoken and written communication skills.
• Customer service experience with an ability to adapt.
• High level of organization and time management skills.
• Understanding of regulations like Data Protection and FCA (desirable).

Responsibilities

• Serve as the primary link between Dealers, Brands, and internal teams.
• Investigate complex queries and involve appropriate stakeholders.
• Manage changing priorities and ensure timely query resolution.
• Escalate process issues and support improvements.
• Identify root causes of issues and suggest enhancements.
• Work with Sales teams to identify risks and opportunities.
• Utilize Salesforce to manage queries and track progress.
• Produce accurate external communications using Pardot.

Skills

Problem-solving

Collaboration

Customer service

Communication skills

MS Office proficiency

Time management

Education

GCSE in Maths and English

Tools

Salesforce

Pardot

Excel

Job description

We're looking for a Retail Support Specialist to resolve Dealer, Brand, Broker, and VWFS UK escalations that impact commercial targets and customer satisfaction, while ensuring smooth collaboration across teams. This high‑impact role will be instrumental in driving service excellence and safeguarding SLAs by coordinating actions and task owners, ultimately supporting business growth and enhancing partner relationships.

Responsibilities

• Act as the key link between Dealers, Brands, Brokers, VWFS UK Sales field teams, and internal departments to ensure smooth workflows and timely query resolution.
• Investigate complex queries thoroughly, assess risks and opportunities, and involve the right stakeholders to achieve effective solutions.
• Create clear plans to manage changing priorities for key contacts, ensuring queries are resolved quickly and efficiently.
• Escalate process issues to the correct teams, compile factual investigations, and support improvements to prevent poor outcomes for customers and partners.
• Identify root causes of recurring issues, suggest improvements, and coordinate change requests to enhance processes.
• Work closely with the wider Sales team to spot performance risks and opportunities, helping us stay on track to meet commercial targets.
• Use Salesforce to manage queries, allocate tasks, track progress, and ensure service levels are met.
• Produce accurate, timely external communications using Pardot and maintain Salesforce processes such as retailer account management.
• Keep field colleagues informed with clear, professional updates on operational performance and key insights.
• Maintain and update retailer support packs, forms, and contact details to ensure easy access to the latest information.
• Support the creation and maintenance of Sales processes and policies, ensuring compliance with FCA regulations and internal standards.
• Leverage technology to drive efficiency and bring forward new ideas for continuous improvement.

Qualifications

• Confident problem‑solver and natural collaborator, able to work across multiple teams and stakeholders to deliver timely resolutions.
• Passion for improving processes and driving efficiencies, with a focus on delivering exceptional service and maintaining compliance.
• Excellent written and verbal communication skills, including telephone handling.
• Strong customer service experience with ability to use initiative.
• PC literate with solid MS Office skills, including strong Excel capability.
• Ability to quickly learn and adapt to new systems.
• High level of time management and organisational skills.
• GCSE (or equivalent) in Maths and English.
• Understanding of Data Protection, Consumer Credit Act, and FCA regulations (desirable).

Benefits

• Choice of Employee Car Ownership (ECO) scheme for petrol/diesel and hybrid vehicles plus car insurance.
• Company Car scheme for Battery Electric Vehicles (BEVs) plus car insurance cover for you and a partner/eligible family member.
• Income protection, life assurance (4× salary) and retail discount vouchers.
• Access to Care Concierge to support carers of adults.
• Salary sacrifice options including a will writing service and cycle-to-work scheme (subject to restrictions).
• Private medical insurance after successful completion of probation, with option to buy additional family cover.
• Loan car scheme and critical illness/dental cover available during the annual benefit window.
• Professional development programmes, LinkedIn Learning via Degreed platform and mentoring schemes.

VWFS is proud to be an inclusive employer and encourages applications from a diverse range of candidates. Diversity, Equity & Inclusion is not just a statement for us; we encourage and aspire for all our colleagues to be their 100% self. If you need any reasonable adjustments to assist you with the application and/or recruitment processes, please contact our Resourcing Team. This role does not meet the UKVI's criteria for the skilled worker sponsorship route, therefore we are unable to accept candidates requiring sponsorship for this role.