The Role
The Customer Experience Advisor plays a pivotal role in enhancing customer satisfaction, loyalty, and retention. The individual will be responsible for achieving all manufacturer Customer Satisfaction Index (CSI) and Net Promoter Score (NPS) targets, while also supporting the Service team in generating new business opportunities from the existing customer base. This role combines customer care, prospecting, and service plan sales, ensuring an exceptional ownership experience for all Peugeot and Citroën customers.
Key Responsibilities
Customer Experience & CSI
* Take ownership of the Customer Satisfaction Index (CSI) and Net Promoter Score (NPS) performance, ensuring all manufacturer objectives (minimum 85 NPS) are consistently achieved.
* Drive customer responses through proactive follow-ups, ensuring all customers are contacted post-visit to gather feedback and resolve any issues promptly.
* Monitor and report on customer satisfaction performance, highlighting areas for improvement.
Customer Prospecting & Sales
* Prospect customers from the internal database for upcoming Service and MOT opportunities, converting enquiries into booked appointments.
* Promote and sell service plans, ensuring customers understand the benefits of long-term care for their vehicles.
* Build and maintain strong customer relationships to increase loyalty, retention, and future sales.
Service Team Support
* Assist the Service team with pre-calls to confirm appointments and follow-up calls to ensure customer satisfaction.
* Work closely with Service Advisors to improve communication and customer journey touchpoints.
* Provide seamless support across Peugeot and Citroën customers, maintaining consistent brand standards.
Key Skills & Attributes
* Strong communication and interpersonal skills, with the ability to build rapport quickly.
* Customer-focused mindset with a passion for delivering exceptional service.
* Organised and proactive, with excellent attention to detail.
* Confidence in handling objections and converting opportunities into sales.
* Ability to work collaboratively within a team while taking ownership of individual objectives.
Experience & Qualifications
* Previous experience in a customer-facing role, ideally within automotive, retail, or service sectors.
* Proven track record in achieving customer satisfaction or sales targets.
* Competence in using CRM/database systems to manage customer contact and follow-up.
* Knowledge of Peugeot and Citroën Aftersales processes (desirable, not essential).
Performance Indicators
* Achievement of Manufacturer CSI/NPS objectives (minimum 85 NPS).
* Number of service and MOT bookings generated from database prospecting.
* Service plan sales and conversion rates.
* Customer feedback and complaint resolution effectiveness.
Why Join Us?
This is more than just a support role — as a Customer Experience Advisor, you are at the heart of our Aftersales operation. You'll be the key link between our customers and our service team, making sure every interaction builds loyalty and strengthens our reputation.
Your ability to delight customers, drive CSI/NPS performance, and generate sales directly fuels the success of the business. It's a role with real influence — where the conversations you have today create the loyal customers of tomorrow.
If you're motivated by delivering exceptional experiences, enjoy building relationships, and thrive on achieving targets, this is your chance to make a measurable impact and grow with a forward-thinking dealer group.
Basic pay £12.50 per hour.
Realistic OTE £33k per annum
Mon – Fri 8.30 am – 5.30 pm (some flexibility possible)
Job Type: Full-time
Pay: £12.50 per hour
Expected hours: 40 per week
Benefits:
* Company pension
* Employee discount
* Referral programme
Work Location: In person
Reference ID: HCEA