Car Buying Specialist in Cardiff

About us Admiral Money is the dynamic lending arm of Admiral Group, offering personal loans, motor finance, and homeowner loans since 2017. We’re building something special for our customers and are looking for curious, driven individuals ready to learn, take on challenges, and make an impact.

The Role As a Car Buying Specialist, you will be responsible for creating meaningful experiences for our customers by using your excellent listening skills and asking the right questions. You will understand where the customer is in their car buying journey and be able to explain how our lending products can help save them time and money. You will respond to customer queries over the phone, in web chat and email. The role will also involve contacting dealerships to arrange payment and request invoices, ensuring a seamless car buying experience. You will be front and centre to our digital car buying experience, being the main point of contact for customers looking to fund their vehicles via the new Admiral Money proposition. You will share expert knowledge on financial products, support customers in finding their perfect vehicle and liaise with customers and our internal support teams to solve any queries or problems efficiently. You will support customers that have applied via either digital or point of sale journeys to ensure all customers receive the highest level of service. You will communicate with internal stakeholders to help develop and enhance the journey for our customers and the business, and ensure the customer journey exceeds expectations with transparency at the forefront of everything we do. This is a hybrid role based in Cardiff. You will be required to work onsite at least once a week, ideally twice.

Key Responsibilities

• Customer & Dealer Management: Serve as the primary point of contact for customers in the car buying journey. Leverage internal capabilities to help customers find a suitable vehicle from within Admiral’s dealer network. Provide expert support on financial products and support them where required. Liaise with dealers to arrange payment and sync up collection dates for a seamless buying experience.
• Coordinating Internal Efforts: Function as a liaison between customers and internal departments, ensuring clear communication and the seamless execution of customer requests. Collaborate with cross‑functional teams, including sales, underwriting, and customer service, to deliver timely and accurate solutions to customers. Consult with the Product team to constantly iterate and help improve the proposition and journey.
• Manage the End‑to‑End Experience: Ensure the customer is fully aware of the features of each financial product, the benefits and key information. Consult directly with the dealer network to ensure a smooth handover and agree pick‑up dates and payment. Support customers in making a sound financial choice and embrace each experience’s individuality.
• Sharing Best Practice: Share best practice and expertise across the operational teams and wider Operational and Product areas where suitable.

Role Requirements

• Familiarity with the motor industry and car buying is desirable.
• Previous customer service experience, preferably in a sales environment with a strong appetite for providing first‑class customer service.
• Sound analytical skill set.
• Effective communication and influencing skills, able to communicate clearly to all staff members from frontline staff to senior stakeholders, and to customers via differing communication channels.
• Strong literacy and numerical skills.
• Willingness to be developed, coached, and to take on board feedback.
• Ability to work in a fast‑paced environment.
• Used to working to deadlines and meeting KPIs.
• Pro‑active, organised, and able to manage time effectively and take initiative.
• Positive work ethic and a can‑do attitude when supporting business in change.
• Willing to share ideas and contribute to the business.

Experience / Good Knowledge Of

• Sales methodology
• Changing landscape of the regulatory environment
• Digital innovation

Benefits

• Everyone receives 33 days holiday (including bank holidays) when they join, increasing to a maximum of 38 days (including bank holidays) the longer you stay, with the option to buy or sell up to an additional five days of annual leave.
• Up to £3,600 of free shares each year after one year of service for eligible colleagues.
• Admiral is a Disability Confident Leader; for candidates with a disability or long‑term health condition, those who opt into the Disability Confident scheme will be invited at the first stage of the selection process.