37.5 hours a week (Monday – Friday 9am to 5:30pm)
Overview
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.
Why Join Us & What’s In It For You?
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
About The Role
The Customer Relations Advisor is responsible for expert complaint handling and resolution, supporting high‑profile cases and escalations. The role involves direct communication with customers via email, letter, telephone, online and internal referrals. The Advisor will support continuous improvement initiatives, contribute to root cause analysis, and collaborate with cross‑functional teams to enhance customer experience and prevent future complaints.
What You’ll Be Doing
- Take ownership of customer complaints, ensuring timely and effective resolution.
- Provide expert guidance on complaint handling across the business.
- Support and contribute to continuous improvement projects.
- Produce reports and case studies highlighting trends and corrective actions.
- Collaborate with Legal, Compliance, and other departments to ensure resolutions align with company policies and FCA/TCF guidelines.
- Participate in cross‑functional projects and CAPA (Corrective and Preventive Action) activities.
- Maintain strong relationships with internal and external stakeholders.
- Support training and mentoring of new team members.
- Encourage best practices in complaint handling across the business.
- Manage any Data Protection requests and respond appropriately.
- Support audit and inspection preparation.
What We’re Looking For
- Excellent verbal and written communication skills.
- Strong investigative and decision‑making abilities.
- Ability to manage multiple cases and prioritise workload.
- Experience in complaint handling, resolution, and compliance.
- Familiarity with FCA/TCF standards and regulatory reporting.
- Strong interpersonal and influencing skills.
- Experience working with CRM systems and Microsoft Office.
- Ability to produce clear and insightful reports.
- Resilience and adaptability in a fast‑paced environment.
- Motor industry knowledge desirable but not essential
We’re Committed to Inclusion
We are proud to be an inclusive and equal opportunity employer. We celebrate diversity in all its forms. We are a place where you can be you.
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