About the role
As a Retailer Support, 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 Auto Trader, 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 Auto Trader, it is also crucial that you have an engaging communication style and are great at building relationships with customers.
At Auto Trader, we believe that every candidate brings a unique blend of talents. If you find yourself ticking some, but not all, of the requirement boxes, we'd love to hear from you.
Find out more
To understand more about this role, contact Helen Whitehead, Rebecca Johnson or Natasha Naughton.
Closing date
Friday 21st March 2025.
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What We Do
We’re proud of our people-centred culture, which, combined with our tech and data expertise, makes us one of the UK’s leading companies.
As a company our purpose is to drive change together, responsibly. We aim to improve the process of buying and selling vehicles in the UK, by continually evolving the ecosystem to provide a better experience for consumers, retailers and manufacturers alike.
