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Customer Service Advisor - hybrid

Employer
AutoTrader
Location
Manchester, Greater Manchester
Salary
Between £23,500 and £26,000 dependent on experience
Closing date
22 Jun 2024

Job Details

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 are looking for Customer Service Advisors to join our team in Manchester city centre. They're the first people customers talk to when they’re buying or selling a vehicle, and with customer satisfaction scores sitting at 91%, we’re proud of their impact on our customer's experience. 

The team supports around 10,000 customer interactions a month across calls, emails, and live chat and you’ll rotate between those channels throughout the week, averaging 50 interactions individually. Our customers will ask various questions, such as billing queries or how to advertise their vehicle, in all of these interactions your aim will be to ensure the journey is seamless and positive. Multi-tasking is super important, as you'll be speaking to up to three customers at a time on our live chat service.

When a customer contacts us, you’ll take ownership of the entire interaction. Sometimes, there will be times when you don’t have a simple answer – and that’s okay! We want you to work with our customers to wrap up their queries effectively, but not against the clock.

What we're looking for

  • Customer service experience, dealing with queries in a professional and empathetic way
  • Naturally curious and feel comfortable asking questions to understand the customers’ needs
  • Solution driven and get real satisfaction out of seeing problems through to the end
  • Strong written and verbal communication skills
  • Comfortable multitasking and prioritising your workload
  • Confident working across various systems

We are open to candidates that have worked in customer-facing roles such as retail or hospitality. Working with multiple communication channels (such as calls, emails or live chat) is desirable. You may think a love of cars is a must to work at Auto Trader, but it's not. 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.

We are holding an assessment day on Monday 10th June 2024, so please apply asap to be in time for this.

Benefits and more

We're offering a salary between £23,500 and £26,000 dependent on experience and a flexible benefits package to support your health and wellbeing. 

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.

Our Customer Service Advisors work 37.5 hours across 5 days, Sunday – Friday. The working hours are 9.00am – 5.30pm including Bank Holidays. For any weekend or Bank Holiday work carried out, you will have a day off in the week. The number of Bank Holidays worked is determined by team size and as the team evolves you may also be required to work Saturdays on a rota basis; the frequency of this will also be determined by team size. 

Company

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