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For Companies At a Glance
- Tasks: Be the friendly voice helping customers buy or sell vehicles.
- Company: Join Autotrader, the UK's leading automotive marketplace with a vibrant culture.
- Benefits: Earn £25,000 - £27,000 plus shares, 28 days holiday, and private medical cover.
- Why this job: Make a real impact on customer satisfaction in a dynamic team environment.
- Qualifications: Experience in customer service and strong communication skills required.
- Other info: Enjoy a supportive workplace that values diversity and teamwork.
The predicted salary is between 25000 - 27000 £ per year.
About Autotrader
At Autotrader, we bring together vehicle buyers and sellers to give them real choices. We’re the UK’s leading automotive marketplace, a heritage brand, and a tech darling of the stock market. Cars may be what we’re best known for, but we’re also the place for pretty much everything else on wheels, from e‑bikes to caravans. In the automotive world, change is a constant, so we take our job of untangling the complex car‑buying journey very seriously.
At our core, we’re all about people. We go our own way while embracing diversity and celebrating our differences, dedicating ourselves to the idea that we work better together. Autotrader is a beautiful, surprising and vibrant place to work. It might not be for everyone, but it could be perfect for you.
About the Job
We’re on the lookout for Customer Experience Specialists to be the friendly voice of our team in our Manchester office. You’ll play a key role in helping customers lease, buy, or sell their vehicles, contributing to our brilliant 88% customer satisfaction score. Your KPIs are centred on how effectively and thoughtfully you address our customers’ needs, making your role crucial to delivering the impressive service we’re known for.
The team handles an impressive 10,000 customer interactions every month across inbound calls, emails, and live chat. As part of the team, you’ll rotate between these channels throughout the week, managing an average of 50 interactions per day. Multitasking is a must in this role—especially on our live chat platform, where you’ll expertly manage up to three customer conversations simultaneously. Your ability to juggle multiple tasks while maintaining excellent service will make a significant impact on the overall customer experience.
Our customers rely on you for a variety of needs, from leasing enquiries to guidance on advertising their vehicles. In every interaction, your goal will be to create a seamless and positive journey, resolving issues efficiently and ensuring satisfaction. You’ll also troubleshoot technical problems with customer adverts, escalating complex cases to the appropriate teams to keep everything running smoothly.
We know our customers have high expectations, and we’re looking for individuals who can confidently manage a high volume of queries with patience, professionalism, and a calm demeanour. If you’re ready to make a difference and thrive in a fast‑paced, customer‑focused environment, this could be the perfect role for you.
What We’re Looking For
- Experienced in customer service, a natural verbal and written communicator who engages effortlessly with all kinds of customers, making every interaction positive and memorable
- Solutions champion who is driven to go the extra mile, solving problems creatively and adapting your approach to suit each unique customer
- Service expert that is curious to be in the know, staying up to date with our products and services to deliver the right information at the right time
- Team player who collaborates with colleagues, sharing updates and working together to deliver outstanding results
- Friendly, approachable, warm, welcoming, and always ready to create a genuine connection with every customer
- Someone who can display, and be proud of, our values
- Digital mindset – you don’t have to be an expert with technology but you’re comfortable embracing new tools and systems
During our application process, you will be asked three questions to help us learn more about you, your skills and how you align with our values. These will be used as part of our selection criteria to determine if we progress your application further.
Have a read of Phoebe’s blog (here) to understand what it’s like working on the team, and listen to one of the managers, Nadia, on our Roadmap podcast (here), to understand how far customer service has come at Autotrader.
Hours
The working hours for this role are 9.00am – 5.30pm, Monday to Saturday. If you work on a Saturday or bank holiday, you will then get a day off during the week. The number of Saturdays you work can vary throughout the year and rotas are shared well in advance so you can plan ahead. We may explore Sunday hours if the business needs us to.
Benefits and More
We’re offering a salary of £26,300 – £28,000, plus an additional 10% of your salary awarded to you in shares each year. These awarded shares will become yours in yearly instalments over the next three years, and you can choose to either sell them or keep them as shares. And you\’ll receive 28 days holiday, plus bank holidays and comprehensive private medical cover.
That’s not all. You’ll be enrolled in our pension scheme, where our standard contributions are 7% and employee contributions are 5%. We also have comprehensive private medical cover, enhanced family leave provisions, a car salary sacrifice scheme, share‑save options, and much more.
We always want to give you the support you need and help prioritise your wellbeing, that’s why we provide access to 24/7 online GP and dentist, as well as specialist support for assisted fertility, gender dysphoria, menopause, period care plans and lots more.
On top of all that, our hybrid model, Connected Working, combines the best of both worlds – office and home working. You’ll spend a minimum of 3 days a week in the office with your team, focused on collaboration and connection. Additionally, we have our remote‑first periods at set times during summer and winter. During these periods, you can work remotely anywhere in the UK and from certain locations abroad.
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Customer Experience Specialist employer: Autotrader
Contact Detail:
Autotrader Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Specialist
✨Tip Number 1
Get to know Autotrader inside out! Research their values, products, and customer service approach. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since you'll be interacting with customers through various channels, try role-playing different scenarios with friends or family. This will help you feel more confident and ready to tackle any situation that comes your way.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you went the extra mile for a customer. Be prepared to share these stories during your interview to demonstrate your solutions champion mindset.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re tech-savvy and comfortable with digital tools, which is a big plus for this role.
We think you need these skills to ace Customer Experience Specialist
Some tips for your application 🫡
Show Your Customer Service Skills: Make sure to highlight your experience in customer service. We want to see how you've engaged with customers in the past and made their experiences memorable. Use specific examples to showcase your skills!
Be Yourself: We love authenticity! When writing your application, let your personality shine through. Show us your friendly and approachable side, as that's what we value in our team.
Tailor Your Application: Don’t just send a generic application. Take the time to tailor your CV and cover letter to the Customer Experience Specialist role. Mention how your skills align with our values and the job description.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Autotrader
✨Know Your Stuff
Before the interview, make sure you’re familiar with Autotrader’s services and values. Research their customer experience approach and think about how your skills align with their mission to provide a positive customer journey.
✨Showcase Your Communication Skills
As a Customer Experience Specialist, communication is key. Prepare examples of how you've effectively engaged with customers in the past, whether through calls, emails, or live chat. Highlight your ability to adapt your communication style to suit different customers.
✨Be a Problem Solver
Autotrader values solutions champions, so come ready to discuss how you've tackled challenges in previous roles. Think of specific instances where you went the extra mile to resolve a customer issue and how that made a difference.
✨Emphasise Teamwork
Collaboration is crucial in this role. Be prepared to talk about how you’ve worked with colleagues to achieve common goals. Share examples of how you’ve contributed to a team environment and supported others to deliver outstanding results.
