At a Glance
- Tasks: Be the friendly voice helping customers lease, buy, or sell vehicles.
- Company: Join Autotrader, the UK's trusted automotive marketplace with a vibrant culture.
- Benefits: Earn £27,000 - £29,000 plus shares, 28 days holiday, and comprehensive health cover.
- Other info: Enjoy hybrid working with a supportive team and great career growth opportunities.
- Why this job: Make a real impact on customer experiences in a fast-paced environment.
- Qualifications: Customer service experience and excellent communication skills are essential.
The predicted salary is between 27000 - 29000 £ per year.
About Autotrader
You’ve probably heard of Autotrader, but do you know what we’re all about? We're the most trusted, most visited automotive marketplace in the UK. A heritage brand and a tech innovator. We bring together vehicle buyers and sellers to give them real choices. 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, that’s why 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. We dedicate ourselves to the idea that we work better together. Autotrader is a beautiful, surprising and vibrant place to work.
About the job
We’re on the lookout for Customer Experience Specialists to be the friendly voice of our Manchester-based team. You’ll play a key role in helping customers lease, buy, or sell their vehicles, all while contributing to our brilliant 88% customer satisfaction score. Our KPIs are centred around how effectively and thoughtfully you address our customers’ needs. That means your role is crucial to delivering the impressive service we’re known for. The team handles an impressive 13,000 customer interactions every month across inbound calls, emails, and live chat. As part of this team, you’ll rotate between these channels throughout the week, managing an average of 50 interactions per day. Multi-tasking is a must in this role – especially with our live chat, where you’ll expertly manage up to three customer conversations at once. Your ability to juggle several tasks while maintaining an excellent standard of service has a massive impact on overall customer experience. Our customers rely on you for a variety of needs - from leasing enquiries to guidance on advertising their vehicles. With every interaction, your goal is to create a seamless and positive journey. Any issues that arise, you’ll resolve efficiently to ensure satisfaction. You’ll also troubleshoot technical problems with customers’ adverts, escalating complex cases to the relevant teams to keep things 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. You don't need to have a passion for cars or had call centre experience to work here! Your customer facing experience could come from retail, hospitality, travel etc.
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 and wants 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 is proud of our values
- Digital mindset - you don’t have to be a technology expert, but you should be comfortable embracing new tools and systems
During our application process, you’ll be asked 3 free-type 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.
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 £27,000 - £29,000, 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. 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.
Customer Experience Specialist in Manchester employer: Doist
Brink's is an exceptional employer that fosters a collaborative and innovative work culture, empowering employees to drive global commercial strategies in the ATM lifecycle solutions sector. With a strong focus on professional development and growth opportunities, employees are encouraged to expand their skills while contributing to sustainable growth and operational excellence. Located in a dynamic environment, Brink's offers unique advantages such as a diverse team and the chance to build long-term partnerships with global customers, making it a rewarding place to advance your career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Specialist in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Doist. 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 Doist 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 Specialist in Manchester
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 Doist:Your cover letter is your chance to shine! Tell us why you want to work at Doist 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 Doist!
How to prepare for a job interview at Doist
✨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.
