Customer Experiences and Complaint Specialist

A rapidly growing international automotive brand is seeking a Customer Complaint & Customer Experience Specialist to support the continued enhancement of its aftersales operations and customer experience across the UK market. Reporting to the Senior Regional Aftersales Manager, this role will be responsible for customer complaint management, customer satisfaction monitoring, service quality improvement, and customer experience optimisation. The successful candidate will play a key role in improving customer retention, strengthening service standards, and supporting brand reputation growth.

Job Title: Customer Experiences and Complaint Specialist

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.
• 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.

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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