At a Glance
- Tasks: Support the Customer Experience team to enhance customer satisfaction across BYD and DENZA networks.
- Company: Join BYD, a leading innovator in electric mobility and automotive marketing.
- Benefits: Competitive salary, dynamic work environment, and opportunities for personal growth.
- Other info: Frequent travel to retailer locations and a full UK driving licence required.
- Why this job: Make a real impact on customer experiences in a fast-growing, sustainable industry.
- Qualifications: Experience in customer service, data analysis, and strong communication skills are a plus.
The predicted salary is between 40500 - 49500 £ per year.
About BYD
BYD is one of the world's most innovative and fast-growing automotive brands, leading the global transition to electric mobility.
In the UK, we are scaling rapidly - expanding our retail footprint, accelerating brand awareness, and redefining what modern automotive marketing looks like.
Our mission is simple: make sustainable mobility accessible, desirable, and unmistakably BYD.
About the Role
The Customer Experience Executive will play a key role in supporting the Customer Experience team across the BYD and DENZA retailer networks, helping both brands deliver an industry-leading customer experience.
This varied role combines customer experience reporting, data analysis, stakeholder management and retailer engagement.
The successful candidate will analyse customer feedback and performance data, produce clear and insightful reports, and support retailers and internal teams in identifying and delivering meaningful improvements across both Sales and Aftersales.
Key Responsibilities
- Prepare, analyse and distribute regular Sales and Aftersales NPS reports.
- Analyse customer feedback and performance data to identify trends, highlight key insights and identify opportunities for improvement.
- Create clear and engaging presentations, reports and performance updates for internal teams and retailer stakeholders.
- Support the implementation and ongoing management of Customer Experience KPIs, including NPS, Mystery Shopping and Sales Standards Audits.
- Attend retailer meetings and conduct regular site visits to present performance findings, share insights and provide face-to-face feedback.
- Constructively challenge retailer performance where customer experience, sales or operational standards are not being consistently met.
- Support Sales and Aftersales Field teams in developing and implementing retailer improvement plans, monitoring agreed actions and tracking progress.
- Complete administrative activities relating to CRM lead-flow and customer enquiry management.
- Contribute to projects and initiatives designed to improve the end-to-end customer journey, from initial enquiry and showroom visit through to vehicle handover, ownership, referral and renewal.
- Build effective working relationships with Customer Care, Sales, Aftersales, Technical, Training and Field teams.
- Manage multiple priorities effectively, delivering accurate, high-quality work within tight deadlines and changing timescales.
What do you need to be successful
- Experience in Customer Experience, Customer Care, retail operations, sales support, data analysis or reporting would be advantageous.
- Strong analytical and problem-solving skills, with the ability to interpret data, identify trends and communicate key findings clearly.
- Confident interpersonal and communication skills, with the ability to build positive relationships both remotely and face to face.
- Comfortable presenting performance feedback and constructively challenging stakeholders to drive improvement.
- Highly organised, proactive and adaptable, with the ability to respond effectively to changing priorities.
- Excellent attention to detail and a strong focus on delivering high-quality results.
- Able to work independently and take ownership of tasks while contributing positively to the wider team.
- Proficient in Microsoft Office, particularly Excel and Power Point.
- Experience using CRM systems, reporting tools or customer feedback and survey platforms would be advantageous.
- A full UK driving licence is essential.
- Willing and able to travel frequently to BYD and DENZA retailer locations nationwide.
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Customer Experience Executive in London employer: BYD Europe
BYD EUROPE is an exceptional employer located in Uxbridge, offering a vibrant work culture that prioritises sustainable mobility solutions. Employees benefit from a competitive package and ample opportunities for professional growth, all while being part of a forward-thinking team dedicated to transforming the commercial vehicle financing landscape in Europe.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Executive in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at BYD Europe. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like BYD Europe before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Executive in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to BYD Europe:Your cover letter is your chance to shine! Tell us why you want to work at BYD Europe specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at BYD Europe!
How to prepare for a job interview at BYD Europe
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
