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- 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.
- Other info: Enjoy a supportive workplace that values diversity and teamwork.
- 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.
The predicted salary is between 25000 - 27000 £ per year.
Autotrader is the leading automotive marketplace in the UK, connecting buyers and sellers across a wide range of vehicles and other wheeled goods.
We’re looking for Customer Experience Specialists to serve as the friendly voice of our team in Manchester.
About the job
As a Customer Experience Specialist you will handle an average of 50 customer interactions per day across inbound calls, email and live chat, rotating between the channels and managing up to three live chat conversations simultaneously. Your role is central to maintaining our 88 % customer satisfaction score by responding quickly, resolving issues efficiently, and providing a seamless, positive journey for every customer.
Responsibilities
- Respond to and resolve customer enquiries about leasing, purchasing, selling vehicles and advertising requirements.
- Manage a high volume of diverse communication channels, ensuring timely and accurate responses.
- Troubleshoot technical issues with customer adverts and escalated complex cases to the appropriate teams.
- Maintain accurate and consistent customer records across our systems.
- Collaborate with team members to continuously improve customer experience processes.
What we’re looking for
- Experienced in customer service, with strong verbal and written communication skills.
- Solutions champion who goes the extra mile, solving problems creatively and adapting the approach to each customer.
- Service expert who is curious to stay up-to-date with our products and services.
- Team player who collaborates and shares updates to deliver outstanding results.
- Friendly, approachable, warm and welcoming, ready to build genuine connections with every customer.
- Someone who can proudly display and embody Autotrader values.
- Comfortable with digital tools; a willingness to learn new systems.
Hours
9:00 am – 5:30 pm, Monday to Saturday (inclusive of bank holidays). Working on a Saturday includes a day off in the week. Rotations are scheduled in advance to allow planning.
Benefits and more
Salary: £26,300 – £28,000 plus an additional 10 % of salary awarded to you in shares each year, vesting over three years. 28 days holiday plus bank holidays. Private medical cover and pension scheme (standard 7 % employer + 5 % employee contributions). Hybrid working model (Connected Working) with minimum 3 days in office per week, and remote‑first periods during summer and winter.
We also offer comprehensive wellbeing support, including 24/7 online GP and dentist, support for fertility, gender dysphoria, menopause, period care, and more.
EEO Statement
We are committed to diversity and inclusion and encourage applications from all backgrounds.
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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.