Strategic Retail Support & Escalations Champion

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

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.