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 Manchester-based team. You’ll play a key role in helping customers lease, buy, or sell their vehicles, all while contributing to our brilliant 88% customer satisfaction score. Our KPIs are centred around how effectively and thoughtfully you address our customers’ needs. That means your role is 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 this 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 with our live chat, where you’ll expertly manage up to three customer conversations at once. Your ability to juggle several tasks while maintaining an excellent standard of service has a massive impact on overall customer experience.

Our customers rely on you for a variety of needs - from leasing enquires to guidance on advertising their vehicles. With every interaction, your goal is to create a seamless and positive journey. Any issues that arise, you’ll resolve efficiently to ensure satisfaction. You’ll also troubleshoot technical problems with customers adverts, escalating complex cases to the relevant teams to keep things 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.

You don't need to have a passion for cars or had call centre experience to work here! Your customer facing experience could come from retail, hospitality, travel etc.

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 and wants 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 displays and is proud of our values
• Digital mindset - you don’t have to be technology expert, but you should be comfortable embracing new tools and systems

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.