ABL Recruitment
Customer Experiences and Complaint Specialist
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Customer Experiences and Complaint Specialist
A rapidly growing international automotive brand is seeking a Customer Experiences and Complaint Specialist to support the continued enhancement of its aftersales operations and customer experience across the UK market.
Job Details
- Location: London, UK (Fully On-Site)
- Job Type: Full-time, Permanent
- Salary: Up to £45,000 base salary + annual bonus
Key Responsibilities
Customer Complaint Management
- Manage customer complaints from initial receipt through to resolution and closure.
- Investigate issues relating to aftersales service, vehicle quality, warranty claims, parts supply, and dealer service standards.
- Coordinate with internal departments and external partners to achieve timely and effective resolutions.
- Reduce complaint escalations and improve customer satisfaction outcomes.
Complaint Analysis & Continuous Improvement
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- Analyse complaint data, trends, and recurring service issues.
- Identify root causes and recommend corrective actions.
- Produce regular reports and provide actionable insights to improve service quality and operational performance.
- Monitor implementation and effectiveness of improvement initiatives.
Customer Experience & Satisfaction Management
- Manage customer satisfaction programmes and performance reporting.
- Analyse customer feedback and identify opportunities to enhance the ownership experience.
- Monitor key customer experience metrics including satisfaction, loyalty, responsiveness, and service compliance.
- Support the implementation of customer experience improvement projects across the network.
Service Quality & Operational Support
- Assist in developing and improving customer service procedures and complaint handling standards.
- Support dealer performance improvement and service quality initiatives.
- Participate in customer care programmes, audits, and aftersales projects.
- Promote a high standard of customer service and operational excellence throughout the UK market.
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Requirements
- Minimum 2 years' experience in customer complaint handling, customer experience, customer service, or aftersales operations.
- Automotive industry experience is highly preferred.
- Experience within OEMs, dealer groups, EV brands, or mobility businesses would be advantageous.
- Familiarity with CSI (Customer Satisfaction Index) programmes and customer feedback systems.
- Strong analytical, communication, stakeholder management, and problem-solving skills.
- Bachelor's degree or equivalent in a relevant discipline.
- Fluent English, both written and spoken.
- Good understanding of UK consumer protection regulations and customer service best practices.
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