Customer Service/Operations Representative required in Chippenham. £32‑38,000 per annum plus potential bonuses.
Our client is a leading used van retailer offering services across the UK, expanding rapidly and looking to recruit a Customer Service/Operations Representative for their head office/showroom located in the Bath region.
Reporting to the management team, the role manages all post‑sale customer interactions, including warranties, complaints, online reviews and general administration, ensuring a professional experience consistent with company values. The role bridges the gap between customers, workshops, warranty providers and management to maintain reputation, resolve issues early and ensure compliance with FCA and Consumer Duty standards.
Responsibilities
* Manage and respond to customer queries, feedback and complaints in line with company policy.
* Maintain and execute the warranty process: registering vehicles, processing claims and coordinating with warranty providers.
* Monitor and manage online reviews across Google, AutoTrader and other platforms, ensuring timely and professional responses.
* Maintain accurate records of all customer interactions, warranty claims and complaint resolutions.
* Support the finance and compliance teams with documentation and reporting for FCA/Consumer Duty compliance.
* Update CRM systems and manage customer data accurately.
* Prepare vehicle handover documentation and coordinate delivery or collection as required.
* Assist with customer follow‑up to encourage positive reviews and repeat business.
* Provide weekly reports on customer satisfaction, complaints and warranty activity.
Qualifications
* Excellent communication, organisation and complaint‑handling skills.
* IT literate, professional, empathetic and proactive in resolving any problems that occur.
* Experience working in aftersales in the automotive industry and a basic understanding of the Consumer Rights Act and vehicle warranty claim processes.
* UK driving licence with minimal points.
Benefits
* £32‑38,000 per annum, pending experience.
* Bonus opportunities linked to reviews, complaint resolutions and warranty performance.
* 28 days annual holiday allowance.
* Hybrid working arrangement (details discussed on application).
* State‑of‑the‑art working environment in a brand‑new purpose‑built showroom.
* Full in‑house training provided.
* Company pension scheme.
* Staff vehicle purchase discount scheme.
* Long‑term career prospects in a significantly expanding company.
* 40‑hour week, Monday to Saturday with alternate weekend working shifts.
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