Role: Customer Experience Executive
Location: SuperBike Factory, Macclesfield
Salary: £27,000
Hours: 40 hours/week - 5 days over 7 on a rota
Be the Voice of SuperBike Factory and deliver excellent customer experience
Are you experienced in handling customer queries or complaints over phone & email — and genuinely great at it?
At SuperBike Factory, we’re looking for a Customer Experience Executive with talent for resolving queries and complex customer issues. If you thrive in high-stakes conversations, enjoy turning complaints into resolutions, and stay calm under pressure, you’ll fit right in.
What You’ll Be Doing:
1. Be the Front Line for Complaints: You’ll be the first point of contact for escalated issues, handling phone-based complaints with professionalism, patience, and empathy.
2. Own Every Case: From first call to final resolution, take full ownership of each issue, keeping the customer updated and confident in the process.
3. Use Your Expertise: Apply your knowledge of Consumer Rights and internal policies to handle complaints fairly and compliantly.
4. Deliver Fast, Fair Resolutions: Work quickly to resolve issues within service-level expectations, via phone or email.
5. Collaborate with Teams: Liaise with workshop, sales, and delivery departments to gather full information and craft the best outcome for the customer.
What You’ll Bring:
* Proven Complaints Experience: Experience handling complaints via phone, with ability to defuse tension and focus on solutions.
* Confidence on the Phone: Clear, confident communication and ability to stay calm under pressure, even with frustrated customers.
* Empathy + Professionalism: Genuine care for customer satisfaction, tact, and patience.
* Knowledge of Consumer Rights: Familiarity with the Consumer Rights Act or quick learner in applying it.
* Resilience and Drive: Motivation to turn complaints into wins, not shying away from challenges.
Why Join Us?
* Autonomy & Trust: Empowered to make decisions and resolve complaints appropriately.
* Supportive Team: Join a knowledgeable, approachable team that supports each other.
* Career Growth: Opportunities to develop skills in customer relations, compliance, or leadership.
* Dynamic Environment: Work in a fast-paced, customer-focused setting for the UK’s largest used motorcycle retailer.
Benefits:
* Netflix Membership
* Gymflex Benefit
* Group Life Assurance
* 15% Staff Discount on Accessories
* Staff Discounts on bikes
* Cycle to Work Scheme
* Support programs including bereavement, critical illness, legal support, fitness & nutrition, physiotherapy, mental health helpline
* Enhanced maternity/paternity leave and sickness pay
If you’re ready to leverage your customer query handling expertise where it’s valued, apply today and help us deliver the exceptional experience our riders deserve.
Company Background
Founded in 2010 in our founder’s garage, SuperBike Factory has grown into Europe's largest used motorcycle retailer with over 3000 bikes in stock. We operate 6 UK sites, with our head office in Macclesfield, employing around 300 people, with plans to expand further.
* We are FCA-authorised to carry out regulated financial activities and offer credit. Successful applicants will undergo pre-employment screening, including credit history and criminal record checks. Employment credit searches will not affect your credit rating.
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