Customer Complaint & Customer Experience Specialist
Chiswick Park, United Kingdom | Posted on 23/09/2026
- Work Experience Previous experience within the automotive industry, Minimum 2 years' experience in customer complaints, customer experience, aftersales, customer service, or service operations.
- Salary Up to £45,000 + Bonus
- City Chiswick Park
- Province City of London
- Country United Kingdom
- Postal Code W4
Job Description
Customer Complaint & Customer Experience Specialist
Location: Chiswick Park, London (Office-Based)
Salary: Up to £45,000 + Bonus
Hours: Monday to Friday, Full-Time
Contract: Permanent
About the Company
Our client is an ambitious and rapidly growing automotive business looking to strengthen its Customer Experience and Aftersales function. They are seeking a customer-focused professional to take ownership of customer complaints, improve customer satisfaction, and drive service excellence across their UK dealer network.
This is an exciting opportunity to join a fast-paced automotive environment where you'll play a key role in protecting brand reputation, enhancing customer loyalty, and supporting continuous business improvement.
Key Responsibilities
Customer Complaint Management
- Manage customer complaints relating to vehicle quality, repairs, warranty claims, parts supply, dealership interactions, and aftersales services.
- Take ownership of escalated customer cases from initial contact through to resolution.
- Coordinate with dealerships and internal teams to deliver effective solutions.
- Ensure timely customer communication throughout the complaint lifecycle.
- Reduce complaint escalations and repeat issues through effective case management.
Customer Experience & CSI Management
- Manage Customer Satisfaction Index (CSI) activities and reporting.
- Conduct customer follow-up calls and satisfaction reviews.
- Monitor customer feedback and identify service improvement opportunities.
- Analyse customer experience trends and develop improvement initiatives.
- Support actions that increase customer satisfaction, loyalty, and retention.
- Analyse complaint data, service trends, and customer feedback.
- Produce regular reports detailing key findings and recommendations.
- Conduct root cause analysis to identify recurring issues.
- Track improvement actions and measure their effectiveness.
- Support ongoing service and process improvement initiatives.
- Support dealer partners with complaint resolution and customer experience best practices.
- Monitor compliance with service standards and customer care processes.
- Assist with service audits and quality improvement programmes.
- Build strong relationships with both internal and external stakeholders.
About You
- Minimum 2 years' experience in customer complaints, customer experience, aftersales, customer service, or service operations.
- Previous experience within the automotive industry.
- Strong complaint handling and conflict-resolution skills.
- Experience managing escalated customer cases.
- Excellent communication and stakeholder management skills.
- Strong analytical and reporting capabilities.
- Ability to prioritise workloads and manage multiple cases effectively.
- Fluent written and verbal English.
- Experience managing CSI, NPS, or customer satisfaction programmes.
- Experience working with automotive dealer networks.
- Understanding of vehicle warranty processes and aftersales operations.
- Knowledge of UK consumer rights legislation and customer service best practices.
- OEM, manufacturer, retailer, or automotive franchise experience.
What's on Offer?
- Salary up to £45,000
- Performance-related bonus
- Office-based role at Chiswick Park, London
- Monday to Friday working pattern
- Supportive and collaborative team environment
- Opportunity to influence customer experience and service excellence within a growing automotive business
Requirements
- Minimum 2 years' experience in customer complaints, customer experience, aftersales, customer service, or service operations.
- Previous experience within the automotive industry.
- Strong complaint handling and conflict-resolution skills.
- Experience managing escalated customer cases.
- Excellent communication and stakeholder management skills.
- Strong analytical and reporting capabilities.
- Ability to prioritise workloads and manage multiple cases effectively.
- Fluent written and verbal English.
- Salary up to £45,000
- Performance-related bonus
- Office-based role at Chiswick Park, London
- Monday to Friday working pattern
- Supportive and collaborative team environment
- Opportunity to influence customer experience and service excellence within a growing automotive business
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