Customer Support Advisor

About us

You’ve probably heard of Autotrader, but do you know what we’re all about?  

We’re the UK’s leading automotive marketplace, a heritage brand, and a tech darling of the stock market. We bring together vehicle buyers and sellers to give them real choices. Cars may be what we're best known for but we’re also the place for pretty much everything else on wheels, from e-bikes to caravans. 

In the automotive world, change is a constant, that’s why we take our job of untangling the complex car-buying journey very seriously. 
 
At our core, we’re all about people. We go our own way while embracing diversity and celebrating our differences. We dedicate ourselves to the idea that we work better together. 

Autotrader is a beautiful, surprising and vibrant place to work. We might not be for everyone, but we could be perfect for you. 

About the job

We're looking for Customer Support Advisors to join us.

As a Customer Support Advisor, you will be the first point of contact for our automotive retail customers (B2B) and internal stakeholders.

You may think a love of cars is a must to work at Autotrader, but it's not. A passion to deliver exceptional customer service is what we look for.

Every customer is different having unique goals, business models, pain points and targets. With curiosity, resilience, and empathy, you will get to know your customer. Using effective questioning, listening, and objection-handling skills you will provide an outstanding customer experience every time.

Queries will range from billing queries to new product requests. You will communicate with customers through inbound and outbound calls and emails. You will also support our Account Managers internally to help them offer a great service to their customers.

Where first-time resolution is not possible, you will display your ability to take ownership by working with internal colleagues to problem solve.

It isn't only about answering queries. You will apply root-cause analysis to improve processes, educate customers, and influence digital change in the automotive industry.

To help our customers both directly, and by supporting our Account Managers, to achieve their goals, you will understand current and future needs, highlight growth opportunities, and mitigate potential risks.

You can learn more about why our Customer Support Advisors enjoy their role here.

What we're looking for

• Experience delivering exceptional customer service where you have supported external customers and have handled complex queries in an empathetic way
• Experience in providing customer service over phone, email and/or live chat
• Curiosity to ask questions. This is to allow you understand the customers' needs and identify revenue growth opportunities or risk
• You are customer focused and passionate about offering first-class experiences
• You will have experience achieving KPI's and delivering positive results within agreed SLA's
• You will be comfortable working in a busy, fast-paced commercial environment
• You will be able to multitask and manage conflicting priorities when needed
• You are solution driven and get satisfaction seeing problems through to resolution
• You have great written communication skills and excellent attention to detail

As you will be the voice of Autotrader, it is also crucial that you have an engaging communication style and are great at building relationships with customers.

Benefits and more

We’re offering a salary of £25,000-£28,000, plus an additional 10% of your salary awarded to you in shares each year. These awarded shares will become yours in yearly instalments over the next three years, and you can choose to either sell them or keep them as shares. And you'll receive 28 days holiday, plus bank holidays and comprehensive private medical cover. 

That’s not all. We have employee pension contributions up to 7%, enhanced family leave provisions, a car salary sacrifice scheme, share-save options, and much more. 

We always want to give you the support you need and help prioritise your wellbeing, that’s why we provide access to 24/7 online GP and dentist, as well as specialist support for assisted fertility, gender dysphoria, menopause, period care plans and lots more.  

On top of all that, our hybrid model, Connected Working, combines the best of both worlds – office and home working. You’ll have two fixed weekly office days for team collaboration and one more of your choice to suit your work-life balance.  

Additionally, during July and August, along with two weeks in December, we have our remote first periods. During these times, you can work remotely, whether that's from another location in the UK or even from certain locations abroad. 

#LI-DNI