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- Tasks: Handle customer complaints and ensure timely resolutions while collaborating with various teams.
- Company: Join a leading automotive company focused on exceptional customer service.
- Benefits: Enjoy your birthday off, extra holiday options, and a Well-Being Day to recharge.
- Other info: Inclusive workplace celebrating diversity with opportunities for career progression.
- Why this job: Make a real difference in customer experiences and grow your career in a supportive environment.
- Qualifications: Strong communication skills and experience in complaint handling are essential.
The predicted salary is between 30000 - 40000 £ per year.
37.5 hours a week (Monday – Friday 9am to 5:30pm)
The Customer Experience Team is dedicated to delivering exceptional customer service to our customers and key stakeholders, including Sales and Operations. Through clear, effective written and verbal communication, the team ensures a consistently high‑quality experience while meeting and exceeding all contractually agreed service level agreements.
Why Join Us & What’s In It For You?
- Option to buy additional holiday days
- Your birthday off every year - paid
- One annual Well‑Being Day for you to relax and recharge
- One paid Charity Day to give back and support a cause that matters to you
- Opportunities for career progression across the Cox Automotive network
About The Role
The Customer Relations Advisor is responsible for expert complaint handling and resolution, supporting high‑profile cases and escalations. The role involves direct communication with customers via email, letter, telephone, online and internal referrals. The Advisor will support continuous improvement initiatives, contribute to root cause analysis, and collaborate with cross‑functional teams to enhance customer experience and prevent future complaints.
What You’ll Be Doing
- Take ownership of customer complaints, ensuring timely and effective resolution.
- Provide expert guidance on complaint handling across the business.
- Support and contribute to continuous improvement projects.
- Produce reports and case studies highlighting trends and corrective actions.
- Collaborate with Legal, Compliance, and other departments to ensure resolutions align with company policies and FCA/TCF guidelines.
- Participate in cross‑functional projects and CAPA (Corrective and Preventive Action) activities.
- Maintain strong relationships with internal and external stakeholders.
- Support training and mentoring of new team members.
- Encourage best practices in complaint handling across the business.
- Manage any Data Protection requests and respond appropriately.
- Support audit and inspection preparation.
What We’re Looking For
- Excellent verbal and written communication skills.
- Strong investigative and decision‑making abilities.
- Ability to manage multiple cases and prioritise workload.
- Experience in complaint handling, resolution, and compliance.
- Familiarity with FCA/TCF standards and regulatory reporting.
- Strong interpersonal and influencing skills.
- Experience working with CRM systems and Microsoft Office.
- Ability to produce clear and insightful reports.
- Resilience and adaptability in a fast‑paced environment.
- Motor industry knowledge desirable but not essential.
We’re Committed to Inclusion
We are proud to be an inclusive and equal opportunity employer. We celebrate diversity in all its forms. We are a place where you can be you.
Customer Relations Advisor in Leeds employer: Cox Automotive Europe
Contact Detail:
Cox Automotive Europe Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Relations Advisor in Leeds
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or at events. Ask them about their experiences and any tips they might have for landing a role in the Customer Experience Team.
✨Tip Number 2
Prepare for the interview by practising common questions related to complaint handling and customer service. We recommend using the STAR method to structure your answers – it’ll help you showcase your skills effectively!
✨Tip Number 3
Showcase your communication skills during the interview. Remember, as a Customer Relations Advisor, clear and effective communication is key. Be sure to articulate your thoughts clearly and confidently.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, you’ll find all the latest roles and updates there, so keep checking back!
We think you need these skills to ace Customer Relations Advisor in Leeds
Some tips for your application 🫡
Show Off Your Communication Skills: Since the role is all about effective communication, make sure your written application reflects that. Use clear and concise language, and don’t shy away from showcasing your personality. We want to see how you can connect with customers through your words!
Tailor Your Application: Take a moment to read through the job description and align your experience with what we’re looking for. Highlight your complaint handling skills and any relevant experience in customer service. This shows us you’ve done your homework and are genuinely interested in the role.
Be Specific About Your Achievements: When discussing your past experiences, be specific! Use examples that demonstrate your problem-solving abilities and how you’ve successfully resolved complaints. We love seeing numbers and outcomes, so if you improved customer satisfaction scores, let us know!
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 and straightforward – just follow the prompts and you’ll be good to go!
How to prepare for a job interview at Cox Automotive Europe
✨Know Your Stuff
Before the interview, make sure you understand the role of a Customer Relations Advisor inside out. Familiarise yourself with complaint handling processes, FCA/TCF standards, and the importance of effective communication. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Skills
Prepare examples from your past experiences that highlight your investigative skills, decision-making abilities, and how you've successfully resolved complaints. Use the STAR method (Situation, Task, Action, Result) to structure your answers, making it easier for the interviewer to see your capabilities in action.
✨Ask Smart Questions
Interviews are a two-way street! Prepare thoughtful questions about the company culture, team dynamics, and continuous improvement initiatives. This not only shows your interest but also helps you gauge if the company is the right fit for you.
✨Be Yourself
Don’t forget to let your personality shine through during the interview. The company values diversity and inclusion, so being authentic will help you connect with the interviewers. Plus, it’ll give them a glimpse of how you’d fit into their team!