About Us: OMODA Establish a standard complaint acceptance, assessment, processing, feedback and closed-loop settlement process, efficiently resolve customer disputes, control complaint escalation risks, and reduce negative public opinion and customer loss; Coordinate internal technical departments, warranty teams and authorised dealers to promote the implementation of complaint solutions, ensure timely and professional response to customer demands, and improve complaint resolution rate and customer reconciliation rate. 2. Complaint Data Analysis Dig deep into the root causes of recurring complaints and typical service problems, form weekly/monthly complaint analysis reports, put forward targeted improvement suggestions for process, service and product problems; Track the implementation effect of improvement measures, supervise dealers and internal teams to rectify non-standard service behaviours, and continuously reduce the overall complaint rate of the brand. 3. Customer Experience Monitor core experience indicators including after-sales satisfaction, service timeliness, customer loyalty and dealer service compliance, identify experience pain points in a timely manner; Combined with CSI data and complaint cases, formulate customer experience optimisation plans, assist the after-sales team to carry out service standard training and supervision, and comprehensively upgrade brand after-sales customer experience; Responsible for regular reporting of CSI performance and customer experience status to the after-sales management team, providing data support for after-sales strategy adjustment. 4. Brand Service Standardisation Guide and supervise the complaint handling work of regional dealers, answer daily service consultation and problem coordination demands; Cooperate with brand after-sales activities, customer care programmes and service quality audits to maintain the premium service image of OMODA Work Experience: 2+ years of customer complaint handling, customer experience or after-sales service management experience in the automotive industry; candidates with UK/EU local auto brand working experience or Chinese new energy brand overseas after-sales experience are preferred; Professional Competence: Familiar with automotive after-sales service process, warranty policy and customer satisfaction (CSI) management system; proficient in data analysis and report writing, able to accurately locate service and product problems; Language Skill: Fluent in oral and written English (working language), able to independently complete English customer communication, report writing and cross-departmental coordination; Comprehensive Quality: Strong logical thinking, crisis public relations awareness and closed-loop execution; good customer empathy, communication negotiation and problem-solving ability, able to efficiently resolve complex customer complaints; Other: Familiar with UK local consumer protection regulations and auto after-sales service norms, with strong team coordination and pressure resistance. Key Performance Indicators (KPI) Customer complaint closed-loop resolution rate Brand overall complaint rate CSI customer satisfaction score Dealer service standard compliance rate
Customer Complaint & Customer Experience Specialist employer: OMODA UK
Chery Motors UK is an excellent employer, offering a dynamic work environment that fosters innovation and collaboration. With a strong focus on employee growth, we provide comprehensive training and development opportunities, ensuring our team members thrive in their careers. Located in the heart of the automotive industry, we pride ourselves on our supportive culture and commitment to sustainability, making it a rewarding place to contribute to the future of mobility.
