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For Companies At a Glance
- Tasks: Join our Customer Care team to resolve customer queries and provide exceptional service.
- Company: Motorpoint is the UK's leading omnichannel car retailer, focused on quality and customer satisfaction.
- Benefits: Enjoy paid time off, discounts, training, and a supportive work environment.
- Why this job: Be part of a fun, driven team that values collaboration and personal growth.
- Qualifications: No experience needed; just a passion for customer service and teamwork.
- Other info: Flexible working hours and opportunities for career development await you!
The predicted salary is between 23887 - 23887 £ per year.
Who are we?
We are Motorpoint, the UK’s leading omnichannel car retailor of nearly new cars. We focus on providing our customers with unrivaled choice, quality, service and value in whatever way our customers want. Online? We deliver. In store? We deliver. At home? We deliver (we literally do).
We believe that by creating a fantastic place to work for our colleagues, we will create the best possible experience for our customers and that will fuel the growth of our amazing business and the careers and opportunities for our colleagues.
So if you want to work with an amazing group of people, who are fun, friendly and get stuff done and who bring our values to life – PROUD, HAPPY, HONEST, SUPPORTIVE – by working TOGETHER, than Motorpoint is the place to be and we are on a mission!
The Role
If you were to join us as a Customer Care Complaints Advisor here is what you want to know.
Salary: £12.25 per hour (£23,887.50 per annum)
Location: Derby (Shelton House)
Hours/shift pattern: 37.5 hours, Monday – Friday 9-5pm
As a Customer Care team, we aim to do exactly that.. care! Our Customer Care team is a centralised point of contact that strives to deliver excellent customer service at every opportunity via inbound/outbound calls as well as live webchat. We are on hand to offer specialised and dedicated support to all of our customers after they have purchased a car from any of our 20 stores.
We aim to resolve any issues and capture any feedback our customers might have so we can improve our experience. Our customer care team makes sure every single customer interaction has been handled with compassion and understanding, whilst ensuring our processes have adhered to provide an unrivalled level of customer service!
Customer Care is a fast-paced contact centre environment and a great place to absorb a wealth of knowledge from the business. You will interact with a wide variety of colleagues from all areas of the business – whether that be our stock team to our retail team, we see this as a great opportunity to learn about our business and understand how each team works together to achieve excellence.
A bit more about the role..
Your day will be spent talking to our customers, communicating via phone and email, as well as liaising with our branches to offer support an any issues our customers present. you will also be managing a wide range of customer queries to ensure our customers are kept updated throughout the resolution process. This involves making outbound calls, liaising with 3rd parties, and ensuring that any customer contact is logged compliantly and updated accordingly.
Whilst call centre/telephone experience is preferred, we will give you all the training you need to make sure you are successful in the role. As long as you are committed to delivering exceptional customer service, are process driven and want to be part of a fantastic, driven team of talented Customer Care Advisors then Motorpoint might just be the place for you.
What we want from you?
- Ability to deal with end-to-end complex resolution queries
- Ability to deal with a wide range of customers from general enquiries to highly complex issues/complaints
- Organisation- typically managing several cases at any one time
- Prioritisation- ability to prioritise tasks accordingly based their complexity
- Collaboration- collaborative is important to be successful within the team
- Concise written communication via numerous methods such as emails, letters etc
- Decision Making- ability to take a holistic view and make the right decision according to your workload
What is in it for you?
- Paid time off every month to do something that makes you happy
- 31 days holiday plus days off for your birthday, getting married or moving house
- Additional holidays for length of service
- Long service awards
- Staff discount on cars and finance options
- Discounts & cash back at hundreds of high street retailers & restaurants through our “My M.O.T” platform
- Smart Tech in partnership with Currys
- Cycle to work
- Pension
- Healthcare
- Enhanced Parental Leave
- Employee Assistance Programme (EAP)
- Vocational and personal development training courses
- Quarterly team socials
- Team feasts
- Scratch card rewards
- Sharesave scheme (SAYE)
- Plus much more!
We encourage applications from people of all backgrounds and would ask you to get in touch if you are concerned about any barriers you feel you may be facing in your application process with us, so we can ensure they are removed.
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Customer Care Complaints Advisor Customer Care · HQ employer: Motorpoint Ltd
Contact Detail:
Motorpoint Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Complaints Advisor Customer Care · HQ
✨Tip Number 1
Familiarise yourself with Motorpoint's values: PROUD, HAPPY, HONEST, SUPPORTIVE. During your interactions, whether in interviews or networking, demonstrate how you embody these values in your previous experiences.
✨Tip Number 2
Research common customer care scenarios and complaints in the automotive industry. Being knowledgeable about potential issues will help you articulate how you would handle them effectively during discussions with the hiring team.
✨Tip Number 3
Practice your communication skills, especially for phone and email interactions. Since the role involves liaising with customers and colleagues, being clear and concise will set you apart as a strong candidate.
✨Tip Number 4
Show your enthusiasm for teamwork and collaboration. Share examples of how you've successfully worked with others to resolve issues, as this aligns with the collaborative culture at Motorpoint.
We think you need these skills to ace Customer Care Complaints Advisor Customer Care · HQ
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and skills required for the Customer Care Complaints Advisor position. Tailor your application to highlight how your experience aligns with these requirements.
Showcase Relevant Experience: If you have previous experience in customer service or call centre roles, make sure to emphasise this in your CV and cover letter. Provide specific examples of how you've successfully handled customer complaints or complex queries.
Highlight Soft Skills: Motorpoint values qualities like compassion, collaboration, and effective communication. Use your application to demonstrate these soft skills through examples from your past experiences, showing how you can contribute to a supportive team environment.
Craft a Compelling Cover Letter: Write a personalised cover letter that reflects your enthusiasm for the role and the company. Mention why you want to work at Motorpoint and how you embody their values of being PROUD, HAPPY, HONEST, and SUPPORTIVE.
How to prepare for a job interview at Motorpoint Ltd
✨Show Your Customer Care Passion
Make sure to express your enthusiasm for customer service during the interview. Share examples of how you've gone above and beyond to help customers in previous roles, as this aligns perfectly with Motorpoint's values of being PROUD, HAPPY, HONEST, and SUPPORTIVE.
✨Demonstrate Problem-Solving Skills
Prepare to discuss specific instances where you've successfully resolved complex customer complaints. Highlight your ability to think critically and make decisions that benefit both the customer and the company, showcasing your end-to-end resolution skills.
✨Emphasise Team Collaboration
Motorpoint values teamwork, so be ready to talk about how you've worked collaboratively with colleagues in the past. Share experiences where you’ve liaised with different departments to resolve issues, demonstrating your understanding of how collaboration leads to excellent customer service.
✨Practice Clear Communication
Since the role involves concise written communication, practice articulating your thoughts clearly. You might be asked to respond to a mock email or call during the interview, so ensure you can convey information effectively and professionally.
