Overview
Job Description - Customer Experience Specialist (Automotive) (04CD9)
Customer Experience Specialist (Automotive) – Percepta
At Percepta, we bring first-class service across each market we support. As a CX Specialist in the United Kingdom, you’ll be part of creating and delivering amazing customer experiences within a unique culture.
Contract & Working Arrangements
Contract Type: Full-Time/Part-time, Permanent, hybrid, 2 days onsite/3 days home
Working Hours: 37.5 hours per week, on a weekly rotational shift pattern
Full time: 8am–6pm, Monday to Friday with occasional Saturdays (approximately 1 in 6)
Part time: Monday to Friday 9am–2pm or 09:30am–2:30pm with occasional Saturdays (approximately 1 in 6)
Salary: £27,275 + performance bonus. On-target earnings: £28,275–£28,775
Training: Must be available to attend training from Monday 29 June until Friday 7 August.
Responsibilities
* Take ownership of customer cases from first contact through to full resolution, ensuring a smooth and positive experience at every stage.
* Reduce vehicle off-road time by proactively coordinating support and keeping customers informed throughout the repair process.
* Provide guidance when repair delays occur, including issues related to parts availability, dealer concerns, and complaint handling.
* Review and respond to requests for financial support on vehicles outside of warranty, balancing customer needs with business policies.
* Collaborate with internal teams across the organization to share information, resolve complex cases, and deliver the best possible outcomes for customers.
* Document cases in the CRM system with timely and accurate updates.
* Use tools such as service plans and goodwill options to maintain customer satisfaction.
* Participate in customer-focused campaigns or service improvement projects.
* Maintain calm, professional, and positive conduct even when challenges arise.
* Communicate effectively with customers, both verbally and in writing.
* Experience in customer service or a contact center and ability to juggle multiple tasks under pressure.
* Tech-savvy: comfortable with MS Office, email, and quickly learning new systems; able to work well in a team environment.
What You Can Expect
* 22 days annual leave to start, increasing by 1 day on anniversary for the first 5 years (potential maximum 27 days plus bank holidays).
* Company pension; Life Assurance 4 x annual salary; Contributory pension scheme.
* Private medical and insurance, discounted dental scheme; comprehensive travel insurance for you and family in line with scheme rules.
* Discounts on brand new vehicles; Employee Assistance Program (EAP); Cycle to work scheme.
A Bit More About Your Role
Established in 2000 as a joint venture with TTEC, Percepta specializes in creating customer loyalty for clients across the globe. We deliver in multiple channels and languages, bringing first-class service across each market we support.
Our values are the heartbeat of our organization. We live, breathe, and play by them daily. At Percepta, we:
* Lead with humility – Listen first, lead with empathy, and stay grounded so people and ideas have room to grow.
* Service beyond self – Serve others—clients, customers, and teammates—with care and integrity in every interaction.
* Leave it better – Take ownership and leave every process, person, and place better than we found it.
* Win together – Succeed as one by celebrating, supporting, and showing up for each other.
* Deliver remarkable – Go beyond expectations to create bold, meaningful moments that stand out.
Percepta is an equal opportunity employer. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. We are committed to building a diverse and inclusive workforce that respects and empowers our global teams.
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