Customer Service Advisor

We’re the UK’s leading automotive marketplace, a heritage brand, and a tech darling of the stock market. 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.

We’re on the

lookout for Customer Support Advisors to be the friendly voice of our team in our Hemel

Hempstead office. You’ll support consumers through their entire leasing

journey - from their initial order right through to delivery and end of contract. It’s a

role with plenty of variety, where no two days are the same and you’ll make a real difference to how our customers

feel.

You’ll be the

person customers turn to when they need answers, support or reassurance. That means working closely with dealers, leasing companies and teams across Autotrader to keep things moving and solve problems

quickly. You’ll handle a

mix of calls and emails, using your initiative to resolve queries first time where you can and keeping customers updated along the

way.

Multi-tasking is a must in this role, as is a high level of attention to detail. Your ability to juggle multiple tasks while maintaining excellent service will make a significant impact on the

overall customer experience.  It’s fast-paced, but if you enjoy switching between tasks and staying on your toes, you’ll feel right at home.

You’ll also manage your own workload, keeping on top of tasks and queues in line with SLAs, and influencing partners to

follow the right processes. You’ll spot issues early, help remove blockers, and make sure everything meets our FCA and Consumer Duty

standards. You’ll build

strong relationships, stay curious about our products and systems, and play your part in creating a supportive and inclusive

team.

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

Strong problem-solving skills with a focus on achieving one-call resolution and

customer satisfaction

Ability to work in a fast-paced environment, managing multiple priorities at the same

time

A strong attention to detail

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.

We’re offering a salary of £26,300 - £28,000, 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.

You'll have 28 days holiday per year, and that's in addition to

bank holidays and half day closures on Christmas and New Year's Eve.

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.