Customer Experience Specialist – Part Time
We are looking for a Customer Experience Advisor to join our Owner Experience Team, supporting the Swift direct-to-retail channel.
This role is focused on delivering a high-quality customer experience by handling enquiries and complaints across multiple platforms. You will play a key part in ensuring customers receive timely, professional and effective support, while also assisting our dealer aftersales team during peak periods.
This is a fast-paced and varied role, ideal for someone who enjoys problem-solving, communication and delivering excellent customer service.
Key Responsibilities
- Handle general and technical customer enquiries and complaints across email, post, social media, WhatsApp and live chat
- Produce clear, professional and customer-focused written responses
- Conduct outbound courtesy calls to support campaigns and gather customer feedback
- Manage workload effectively using Zendesk or similar systems, ensuring KPIs are met
- Escalate complaints appropriately, including safety‑critical concerns
- Take proactive steps to resolve issues quickly and prevent escalation
- Set realistic expectations for customers in line with company policies
- Support aftersales functions, including warranty claim responses and dealer or park enquiries
- Liaise with internal teams, suppliers, dealers and parks to resolve customer issues
- Maintain compliance with health and safety responsibilities
Job Context
This role operates within a high-volume, fast-paced environment with seasonal fluctuations in workload. You will need to adapt quickly to changing priorities while maintaining a high standard of service.
You will develop a strong understanding of products and warranty processes to ensure accurate and efficient customer resolutions.
About the Role
As part of the Owner Experience Team, you will handle a high volume of customer interactions each week across multiple channels. The role requires effective use of systems to track and manage enquiries, ensuring all customer interactions are handled accurately and efficiently.
Knowledge, Skills and Experience
- Strong working knowledge of Microsoft Office applications
- Excellent communication skills, with the ability to remain professional under pressure
- Strong organisational skills with the ability to manage multiple tasks and priorities
- Ability to understand and respond to customer needs quickly and effectively
- Experience within the caravan industry is desirable but not essential
- Experience using Zendesk or similar systems is desirable but not essential
#J-18808-Ljbffr…