Customer Support Executive - Hybrid

About Auto Trader

We’re Auto Trader, the UK's leading automotive marketplace and a FTSE 100 tech-listed company, uniting the largest and most engaged consumer audience with the most extensive network of vehicle sellers. At our core, it's all about people. We embrace diversity, celebrate our differences, and forge our own path. Our six core values define our distinct culture, and our dedication to in-person collaboration sets us apart.

About the job

We're looking to hire Customer Support Executives to join our Sales and Customer Partnership Team.

You may think a love of cars is a must to work at Auto Trader, but it's not. A passion to deliver exceptional customer service is what we look for.

As a Customer Support Executive, you will be the first point of contact for our automotive retail customers (B2B), 3rd party tech partners’, and manufacturers.

Every customer is different having unique goals, business models, pain points and objectives. Using effective questioning and listening skills you will provide an outstanding customer experience every time.

Queries will range from order bookings, billing queries to more technical support and setup queries such as troubleshooting and supporting our technical teams with API integrations.  With curiosity, resilience, and empathy you will work regularly with internal teams, 3rd parties and external customers through inbound and outbound calls and emails.

Where first-time resolution is not possible, you will display your ability to take ownership by working with internal colleagues to problem solve.

It isn't only about answering queries. You will apply root-cause analysis to improve processes, educate customers, and influence digital change in the automotive industry.

To help our customers and stakeholders achieve their goals, you will understand their current and future needs to support effectively and mitigate potential risks.

What we're looking for

• Experience delivering exceptional customer service where you have handled complex queries in an empathetic way
• Experience in providing customer service over phone and email
• Experience using Excel (or other analysis tool) for reporting purposes
• Experience in supporting and/or triaging queries of a technical nature e.g. troubleshoot or API integrations support
• Curiosity to ask questions. This is to allow you understand the customers' needs and mitigate risk
• You are customer focused and passionate about offering first-class experiences
• You will have experience achieving KPI's and delivering positive results within agreed SLA's
• You will be comfortable working in a busy, fast-paced environment
• You will be able to multitask and manage conflicting priorities when needed
• You are solution driven and get satisfaction seeing problems through to resolution
• You have great written communication skills and excellent attention to detail

As you will be the voice of Auto Trader, it is also crucial that you have an engaging communication style and are great at building relationships with customers.

At Auto Trader, we believe that every candidate brings a unique blend of talents. If you find yourself ticking some, but not all, of the requirement boxes, we'd love to hear from you.

Benefits and more

We're offering a salary of £23,400 - £27,000, and a flexible benefits package to support your health and well-being.

Enjoy 28 days of annual leave, in addition to bank holidays and half-day closures on Christmas and New Year's Eve. Our Aviva pension scheme offers employer contributions ranging from 5% to 7%. We also provide Bupa Healthcare enhanced medical coverage to all employees, which includes support for assisted fertility, gender dysphoria, menopause, and period care plans. 

But that's not all. We offer enhanced parental leave, a car salary sacrifice scheme, share-save options, and much more. When you join us, you'll also become an owner of Auto Trader, receiving an additional 10% of your salary in shares each year. This allows you to share in the value you help create, and you'll also have the chance to increase your ownership through our Save As You Earn scheme.

Our hybrid model, Connected Working, combines the best of both worlds – office and home working. With Connected Working, you'll have two fixed weekly office days dedicated to team collaboration. In addition to your fixed office days, we expect you to be in more than you’re out. You can choose the specific days that suit your work requirements, home commitments, and team needs. Find out more about Connected Working here.