Customer Experience Specialist (Automotive)

Customer Experience Specialist (Automotive)

Location: Daventry, Northamptonshire

Annual Salary - £26,691 plus annual performance bonus

Hybrid working 2 days onsite/3 days home

40 hpw on a weekly rotating shift pattern between:

Monday to Friday 8.00am to 6.00pm and Saturday 8.30am to 5.00pm (approx. 1 in 6)

Onsite paid Training and IT equipment provided

START DATE – Monday 29^th September 2025

No sponsorship available – applicants must have the right to work in the UK.

At Percepta, we bring first-class service across each market we support. As a Customer Experience Specialist at Daventry, Northamptonshire, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing:
Our Customer Experience Specialist (CXS) will work with customers and prospective buyers to earn and retain their loyalty to our customer, a globally recognised provider of high-quality automotive products and services.This will be accomplished by creating relationships based on understanding the customer’s needs, concerns, lifestyle and preferences by carefully listening to the customer, providing knowledge and resources and resolving issues in a timely basis.In this role CXS is empowered to make decisions using customer satisfaction tools to resolve customer concerns and to ensure customer loyalty. This position is a Single Point of Contact for customers to address General Enquiries, product and technical queries but primarily resolve after-sales issues.

Customer interaction will be accomplished through a combination of inbound/outbound phone, email and chat sessions.

As a CXS within the Passenger Vehicle Centre (PV) you will be managing all contacts from our passenger vehicle customers.

During a Typical Day, You’ll:

• Provide an exceptional customer experience with focus on building a relationship of trust and enthusiasm through ownership of the contact.
• Act as a resource of all product knowledge and service support
• Actively listens to the customer while controlling the interaction to lead the customer in a professional and efficient manner
• Act as a liaison between customer, Sales, Technical hotline, PD, Warranty support and dealership by following up to ensure customer satisfaction
• Responsible for handling inbound customer calls in a helpful, courteous and professional manner, displaying knowledge and concern for their needs
• Responsible for handling emails and chats
• Exhibit strong follow-up and organisational skills, in both verbal and written communication
• Responsible for resolving customer issues using all available resources, including Dealers, Subject Matter Expert’s, Field Managers, Stakeholders, Knowledgebase
• Return all email and voice mail messages promptly and follow up with customers and dealers as committed
• Responsible for documenting customer inquiries and concerns using CRM tool
• When necessary, use applicable customer satisfaction tools to resolve customer issues. Tools include financial assistance, service plans, payments and maintenance plans
• Participate in business related marketing and sales projects
• Ability to meet specified goals as set forth by management
• Provide feedback to management for the continued and improved performance of the department to foster positive results and growth
• Work as a team player – assist other team members when in need of support
• Other duties as assigned

What You Bring to the Role:

• Further Education college or similar: A Levels/Higher/ONC or relevant experience.
• Experience, appreciation and/or passion for the Ford Brand or Passenger Vehicles
• Practiced experience in a Contact Centre or Customer Service role
• Knowledge of the automotive industry a plus
• Demonstrate a high level of trust and integrity.
• Excellent oral and written communication skills, with good command of grammar and punctuation.
• Excellent attention to detail and practices active listening skills.
• Strong customer service, interpersonal and relationship building skills
• Time management and ability to prioritise projects and customer needs
• Conflict resolution skills – listen to the customer
• Exercise good service and business judgment with end goal of customer satisfaction
• Ability to influence the opinion of others through verbal and/or written correspondence.
• Ability to adapt your style while maintaining a professional demeanor to provide the customer with a comfortable conversation.
• Be able to use technology for product resourcing to resolve customer issues.
• Working knowledge of MS Office, Email, Texting and Chat
• Ability to work with various systems, including use of multiple computer screens
• Ability to remain resilient and work calmly under pressure
• Displays professionalism in demeanor, language and appearance
• Must be able to interact with all levels of internal / external departments and contacts
• Must represent Percepta professionally with all customers, external organisations and contacts.

What You Can Expect:

• 22 days Annual leave to start, increases by 1 day on anniversary of start date for the first 5 years, meaning a potential maximum of 27 days annual leave plus bank holidays.
• Life Assurance 4 x annual salary
• Contributory pension scheme
• Private Medical Insurance
• Comprehensive travel insurance for you and family in line with Scheme rules
• Discounted dental scheme
• Discounts on brand new vehicles
• Employee Assistance Program (EAP)

About Percepta
Established in 2000 as a joint venture with TTEC, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients. Our values are the heartbeat of our organization, and we live, breathe, and play by them everyday. As a Percepta team member, you can expect:  

Culture of Service – to be treated like you are the customer from day one 

Teamwork– belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions

Respect– a team that is accountable, dependable and gives you their full attention

Proactive– to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

CareerGrowth – lots of learning opportunities for aspiring minds

Diversity – be a part of our growing diverse and community-minded organization that is all about having fun!

Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

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