Customer Experience Associate

Title: Customer Experience Associate | £18K - £20K | Automotive | West London

Industry: HR and administration

Role/Sector: Customer services   |   Account management

Location: Central London

Placement: Internship (going permanent)

Duration: 3 months

Salary: £20,000 (per annum)

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Information on the company

Our client is a marketplace for car mechanics that enables customers to acquire real-time industry standard quotes and quickly book a vetted mechanic online.


As a member of the Customer Experience team at this fantastic automotive repair company you will be responsible for; providing service excellence to Customers and partner Mechanics, passionately taking ownership, making great decisions whilst doing the right thing.

What a day as a Customer Experience Associate may consist of:

  • Responsible for the experience of customers and mechanics contacting the company; handling inbound calls proficiently and confidently
  • Reaching out to customers booked with us; making outbound calls to attain payment authorisations, manage booking amendments & cancellations, accurately confirming booking updates and updating our systems accordingly
  • Monitoring and replying to emails and cases, through our contact management system with high levels of accuracy and details
  • Liaising with mechanics to manage customer bookings; getting to the bottom of any issues and provide any necessary support with our systems and processes
  • Arrange and prioritise competing requirements, tasks and requests
  • Actively contributing great ideas; challenging our team and processes to identify, test and implement improvement opportunities
  • Maintaining strong relationships across your contacts; taking responsibility, making great decisions, and doing the right thing for our customers, mechanics and the company.

Key Requirements:

  • Is committed, dedicated and hardworking; a team player, unafraid to get stuck in and make suggestions
  • Is a fantastic and experienced communicator; who is clear, strong and confident in both verbal (Inbound & Outbound Calls) and written forms, with the ability to build relationships whilst manage expectations in demanding situations
  • Has a strong moral compass and is driven to do the right thing; who manages a customer’s needs with empathy, care and compassion
  • Is insatiable in their quest to provide a positive customer experience
  • Has excellent organisational and time management skills
  • Keeps their cool; is calm under pressure and is unrelenting in their questioning to solve customer problems and find a resolution
  • Has strong IT skills and loves to learn; we have a load of great tech which we built ourselves
  • Loves to provide fabulous service, making people happy; who enjoys doing this all with energy, passion and a big smile.

Additional Extras:

  • Experience with customer service and handling phone calls
  • A passion for all things cars, engines and machines would be a massive bonus, certainly not essential


They offer a competitive salary, including lots of other fantastic benefits:

  • Relaxed, fun office environment - a laidback dress code
  • Weekend warm up – with Friday drinks and food
  • Help you with your 5 a day – fresh fruit for the team
  • Regular all company socials – meet your team and your business
  • Work directly alongside the founders and management team – shape the direction of the business
  • A great start-up opportunity - develop your career at this exciting early stage of transformation

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