At a Glance
- Tasks: Deliver exceptional customer service and support during vehicle theft recovery.
- Company: Tracker, a leading provider of Stolen Vehicle Recovery services in the UK.
- Benefits: Competitive salary, hybrid working, parental leave, and a focus on wellbeing.
- Other info: Opportunity for personal growth in a supportive, collaborative environment.
- Why this job: Join a friendly team making a real difference in customer lives and society.
- Qualifications: Strong communication skills and a proactive, empathetic approach to customer concerns.
The predicted salary is between 24633 - 30107 £ per year.
Company Overview
At Tracker, our culture is people focused; we believe our people are our greatest assets, and we are committed to being an employer of choice in our industry. Tracker offers an engaging and diverse work environment which permits our people to take pride in their contributions and share in the company’s success. We have a clear focus around the mental health of our people. They can expect the space to showcase their talent, sharpen their skills, develop new capabilities, and be a part of a collaborative, friendly team that delivers for each other and our customers.
Our purpose is to provide peace of mind by protecting what matters to our customers, whether these are individual end users of our services, SMEs, large corporates, dealer groups, or insurers. We are the leading provider of Stolen Vehicle Recovery services in the UK, with strong additional capability in fleet and insurance telematics. We have two genuinely unique selling points, the proprietary VHF technology we use and the formal relationship we have with UK policing, which clearly differentiate us from our competitors. As part of the work that we do with UK policing, we are making a genuine difference to society by helping to tackle organised criminality; in 2025 alone, we helped them close down over 60 chop shops, whilst supporting on multiple investigations.
Tracker is a subsidiary of CalAmp, a pure-play pioneer of the Connected Car, Connected Truck and broader Internet of Things (IoT) marketplace, based in California. This is an exciting opportunity for someone who wants to work for a market leading, well-established company with the opportunity to really accelerate our growth, as well as their own.
Job Context
Help deliver an excellent customer experience for customers and third parties contacting Tracker. Take a positive, proactive and solution-focused approach to ensure interactions are handled supportively, effectively and brought to a successful conclusion. Take ownership of the customer service experience, coordinating and resolving customer enquiries, managing customer concerns, and ensuring issues are followed through to completion. Keep customers informed at every stage with clear, timely updates.
As part of a small customer service team, support customers by telephone and manage email enquiries through case management. Respond to Trustpilot feedback and customer reviews, listen to concerns with empathy, and work towards practical resolutions. Supporting customers following vehicle theft with care and professionalism. Provide proactive updates and support to customers whose vehicles have not yet been recovered or are awaiting recovery. Explain next steps, set clear expectations, and help customers feel informed and supported throughout the process.
Key Responsibilities
- Handling customer interactions - Communicate proactively with customers by telephone, email, case management and webchat, keeping them informed and supported, particularly while they await updates on an unresolved vehicle theft.
- Handling customer dissatisfaction - Listen with empathy, clarify customer concerns and handle challenging conversations calmly and professionally, working towards the best possible resolution.
- Meeting service standard - Manage workloads effectively, prioritise tasks and meet agreed service level agreements to provide timely, reliable customer support.
- Value customer feedback - Recognise the value of customer reviews and feedback and use these insights to improve service and contribute to continuous improvement.
- Following business processes - Follow procedures and use sound judgement to support a positive customer experience. Explain timescales and next steps clearly, setting realistic expectations without making promises that cannot be guaranteed.
- Working collaboratively - Share knowledge, support colleagues and contribute to the wider team, while taking responsibility for your own tasks and working independently when needed.
- Provide first-line technical support - Supporting basic technical queries and directing more complex issues to the relevant team for further investigation and resolution.
Essential Skills & Experience
- Communicates clearly and respectfully by phone and in writing, helping customers feel heard and supported.
- Takes ownership of tasks, uses initiative, and follows through, seeking support when needed.
- Responds to customer concerns with empathy and a calm, solution-focused approach.
- Adapts communication to suit different customer needs and preferences.
- Organises and prioritises work to meet agreed service-level targets (SLAs).
- Comfortable using Microsoft Word, Excel, Outlook and telephone systems.
- Experience within vehicle security, automotive, telematics, technology, or subscription-based services.
- Experience using Salesforce is desirable.
Hybrid working environment. Competitive salary and benefits package. Competitive Parental leave. Place strong emphasis on wellbeing and mental wealth.
Customer Service Assistant in Uxbridge employer: Tracker UK Careers
Tracker UK Careers is committed to being an employer of choice, offering a people-focused culture that values employee contributions. With a strong emphasis on mental health and professional growth, employees can expect a collaborative environment that supports their development and well-being.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Assistant in Uxbridge
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Tracker UK Careers. 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 Tracker UK Careers 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 Service Assistant in Uxbridge
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 Tracker UK Careers:Your cover letter is your chance to shine! Tell us why you want to work at Tracker UK Careers 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 Tracker UK Careers!
How to prepare for a job interview at Tracker UK Careers
✨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.
