Customer Experience Specialist

About Autotrader 

You’ve probably heard of Autotrader, but do you know what we’re all about?   

We're the most trusted, most visited automotive marketplace in the UK. A heritage brand and a tech innovator. We bring together vehicle buyers and sellers to give them real choices. Cars may be what we're best known for but we’re also the place for pretty much everything else on wheels, from e-bikes to caravans. 

In the automotive world, change is a constant, that’s why we take our job of untangling the complex car-buying journey very seriously.  
  
At our core, we’re all about people. We go our own way while embracing diversity and celebrating our differences. We dedicate ourselves to the idea that we work better together.  

Autotrader is a beautiful, surprising and vibrant place to work. We might not be for everyone, but we could be perfect for you.  

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 lease, buy, or sell their vehicles, contributing to our brilliant 88% 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 13,000 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 leasing enquiries 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  

During our application process, you will be asked three questions to help us learn more about you, your skills and how you align with our values. These will be used as part of our selection criteria, to determine if we progress your application further

Have a read of Phoebe'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 un