Customer Experience Specialist

About the job

We’re on the lookout for Customer Experience Specialists to be the friendly voice of our team in our Manchester office. You’ll play a key role in helping customers buy or sell their vehicles, contributing to our remarkable 91% customer satisfaction score. Our KPIs are centred on how effectively and thoughtfully you address our customers’ needs, making your role crucial to delivering the impressive service we’re known for.

The team handles an impressive 10,000 customer interactions every month across inbound calls, emails, and live chat. As part of the 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 on our live chat platform, where you’ll expertly manage up to three customer conversations simultaneously. Your ability to juggle multiple tasks while maintaining excellent service will make a significant impact on the overall customer experience.

Our customers rely on you for a variety of needs, from billing inquiries to guidance on advertising their vehicles. In every interaction, your goal will be to create a seamless and positive journey, resolving issues efficiently and ensuring satisfaction. You’ll also troubleshoot technical problems with customer adverts, escalating complex cases to the appropriate teams to keep everything 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.

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 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 be proud of, our values
• Digital mindset – you don’t have to be an expert with technology but comfortable embracing new tools and systems

Have a read of Phil’s blog (here) to understand what it’s like working on the team, and listen to one of the managers, Nadia, on our Roadmap podcast (here), to understand how far customer service has come at Auto Trader.

Benefits and more 

We’re offering a salary of £25,000 – £27,000, 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 29 days holiday, plus bank holidays and comprehensive private medical cover.

That’s not all. We have employee pension contributions up to 7%, 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 have two fixed weekly office days for team collaboration and one more of your choice to suit your work-life balance.

Additionally, during July and August, along with two weeks in December, we have our remote first periods. During these times, you can work remotely, whether that’s from another location in the UK or even from certain locations abroad.