Customer Success Executive in Richmond

Motors & Cazoo is the ultimate destination for car enthusiasts and buyers alike! As a leader in the market, we pride ourselves on providing unparalleled search tools, expert car guides, insightful reviews, and a comprehensive vehicle price guide. Our mission is simple: to empower buyers to find their perfect car efficiently and with confidence, while also helping automotive retailers reach millions of eager buyers. At Motors & Cazoo, you will be part of a team that is revolutionising the way people buy and sell cars.

We are currently seeking a Customer Success Executive, a role in which you will be a supportive partner for our customers at every stage of the buying process. Focused on building loyalty to ensure long-term client retention by presenting product information, addressing customer queries, and helping the sales team with upsells and renewals. Adopting a customer-first strategy, the customer success team owns end-to-end management of customer queries and complaints and provides product performance and best practices to our car dealers.

About the role:

• Developing customer relationships to promote growth and retention, delivering outstanding customer service.
• Send and follow up on insights, newsletters, etc., including product updates, and facilitate training for existing customers.
• Champion and promote the brand and products in an effective manner.
• Educate dealers on performance to reinforce value.
• Work closely with customers to ensure customer satisfaction, utilisation of product and timely resolution on queries.
• Case management.
• Work with internal departments to fix technical queries.
• Keep the customer informed of progress and completion, always ensuring customer satisfaction.
• In-depth knowledge of all internal administrative and operational systems and processes.
• Well-informed of industry insights and competitors.
• First line support for multichannel contact, inbound emails and calls, outbound calls and sales leads in line with internal SLA’s and KPI’s.
• Support with ad-hoc projects where necessary.
• Support sales by identifying commercial opportunities and threats.
• Be the voice of the customer, feedback internally customer sentiment.

What we’re ideally looking for:

• An empathetic, patient, customer-focused, commercially minded individual with strong technical abilities.
• Driven and highly motivated to ensure customer loyalty and satisfaction.
• A passion for speaking to new people and building relationships.
• A proactive approach.
• Great communication skills – Excellent written and spoken communication.
• A solution-orientated approach to problems.
• A highly organised approach to your work.
• A customer-first approach.

At Motors, we’re fearlessly committed to helping car buyers and dealers save time, money, and energy. If you’re ready to challenge the status quo, give it your all, and come out smiling, you’ll fit right in. You can expect a fast pace, plenty of support and a commitment to work flexibility.

Perks & Benefits:

• Competitive Pay
• Discretionary Bonus
• Pension Scheme (up to 9% Employer Contribution)
• Employee recognition scheme with great financial prizes
• 25 days holiday per year growing with length of service
• Hybrid and UK Remote working depending on role
• Generous Family Friendly Leave
• Free counselling and support
• Private Healthcare Insurance
• Private Dental insurance cover & Cashback
• Online private GP service
• Generous sick pay support
• Life assurance policy (x4 Life Assurance)
• Social & Inclusion Calendar – packed with events
• Free food and beverage in our office locations

Diversity & Inclusion at Motors: Here at Motors, we are on a mission to create a culture where all our teams are inspired to share their passion, talents and ideas with equal opportunities for growth and career development throughout both of our brands. We know that a diverse and inclusive team drives creativity and makes both our brands stronger. That’s why we’re committed to discovering new talent and employing people who reflect the nature of the society around us, so that when you join Motors you can be you!