Customer Experience Advisor

Reporting to the Customer Experience Team Leader, you will deliver a high standard of customer service across multiple channels. As the first point of contact, you will handle customer calls and emails, manage and update customer records using Excel, and ensure all documentation complies with data protection and regulatory requirements. You will support account setup and renewals, maintain accurate records, and contribute to team performance by working to agreed standards and consistently delivering service excellence.

What You'll Be Doing

Deliver exceptional customer service to internal and external customers via phone and email, consistently meeting quality and service standards.

Act as the first point of contact, resolving enquiries efficiently and professionally.

Take ownership of personal development and consistently demonstrate Cox Automotive values and behaviours.

Represent the voice of the customer by identifying, escalating, and suggesting improvements to trends or issues.

Complete administrative tasks accurately, including banking, reconciliation, and account setup, in line with KYC, compliance, and data protection requirements.

Liaise with Credit Control on account suspensions and third-party payments.

Maintain accurate records and update systems promptly to meet agreed deadlines.

Manage and prioritise incoming communications to ensure timely responses and resolution.

Build effective working relationships with key stakeholders, including Sales and Operations.

Monitor daily workloads to ensure tasks are completed in line with business standards.

The Customer Experience Team is dedicated to delivering exceptional customer service to our customers and key stakeholders, including Sales and Operations. Through clear, effective written and verbal communication, the team ensures a consistently high-quality experience while meeting and exceeding all contractually agreed service level agreements., Proven experience delivering excellent customer service, with a strong focus on first-time resolution and positive customer journeys.

Excellent verbal and written communication skills, with confidence engaging customers and stakeholders.

Strong problem-solving skills, able to assess issues and deliver effective solutions.

High attention to detail and accuracy, even when working to tight deadlines.

Well-organised with the ability to prioritise workloads effectively, both individually and as part of a team.

Positive, enthusiastic approach with a genuine commitment to contributing to business success.

Demonstrated commitment to continuous learning and personal development.

Proficient in Microsoft Office, particularly Excel, with the ability to analyse data and identify trends.

Strong interpersonal and influencing skills, able to build productive working relationships.

Adaptable and flexible in a fast-paced environment; knowledge of Cox Automotive processes is desirable.

As a Cox Automotive team member, you'll have access to a wide range of benefits, including exclusive discounts, cashback offers and our brilliant peer to peer recognition scheme. And there's even more to enjoy:

Option to buy additional holiday days

Your birthday off every year - paid

One annual Well-Being Day for you to relax and recharge

One paid Charity Day to give back and support a cause that matters to you

Opportunities for career progression across the Cox Automotive network

Competitive pension scheme