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

Join our Manchester team as a Customer Experience Specialist! You’ll be the friendly voice helping customers buy, or sell vehicles, playing a direct role in maintaining our 88% customer satisfaction score. Our KPIs focus on effective, thoughtful service; with every interaction, your goal is to create a seamless and positive journey. We know our customers have high expectations, and we’re looking for people who can confidently manage a high volume of queries with patience, professionalism, and a calm demeanour.

What you’ll be doing

• Multi-Channel Rotation: Handle customer queries across inbound calls, emails, and live chat (averaging 50 interactions daily out of our team’s 13,000 monthly total).
• Multi-Tasking: Manage up to 3 live chats simultaneously while delivering top-tier service.
• Customer Support & Troubleshooting: Assist with enquiries and ad placement guidance. Resolve issues efficiently and troubleshoot technical advert problems, escalating complex cases when necessary.

What we're looking for

No call centre or car background needed! We welcome customer-facing experience from retail, hospitality, travel, etc.

• Customer Service Experience: Friendly, approachable, and a natural communicator (verbal/written) who builds genuine connections.
• Problem Solver: A solutions champion who adapts creatively to every customer's needs.
• Service Expert: Curious to learn and stay up to date with our products and services.
• Team Player & Values-Driven: Collaborative, supportive, and proud to display our company values.
• Digital Mindset: Comfortable adopting new digital tools and systems (tech expertise not required).

During our application process, you’ll be asked 3 free-type 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 understand how far customer service has come at Autotrader.

Hours

The working hours for this role are 9.00am - 5.30pm, Monday to Saturday. If you work on a Saturday or bank holiday, you will then get a day off during the week. The number of Saturdays you work can vary throughout the year and rotas are shared well in advance so you can plan ahead. We may explore Sunday hours if the business needs us to.

Benefits and more

We’re offering a salary of £27,000 - £29,000, 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 28 days holiday, plus bank holidays.

That’s not all. You'll be enrolled in our pension scheme, where our standard contributions are 7% and employee contributions are 5%. We also have comprehensive private medical cover, 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 spend a minimum of 3 days a week in the office with your team, focused on collaboration and connection.

Additionally, we have our remote-first periods at set times during summer and winter. During these periods, you can work remotely anywhere in the UK and from certain locations abroad.