Customer Care Specialist Aftersales DENZA

About this role:

At DENZA customer care is not simply a serviceit is an extension of our brand promise. The Customer Care Specialist embodies DENZAs premium values by delivering an exceptional ownership experience at every touchpoint. Acting as the primary contact for our customers this role ensures each interaction reflects refinement excellence empathy and efficiency.

Beyond resolving inquiries and concerns the Specialist drives premium experience ensuring that every customer feels recognized valued and inspired by the brand. This role is instrumental in sustaining high customer satisfaction and elevating our Net Promoter Score (NPS) across the market.

Working Location: Uxbridge. London

Tasks & Typical duties/responsibilities may include but are not limited to the following:

Premium Customer Engagement & Complaint Resolution
Deliver personalized high-touch support across all contact channels (phone email chat social media app community etc.) ensuring every interaction meets DENZAs premium standards.
Manage and resolve both sales and after-sales cases with transparency empathy and urgency.
Ensure all customer communications are consistent with DENZAs tone of voice and premium brand identity.
Record and track all cases through internal systems providing detailed documentation and proactive updates.
Collaborate cross-functionally with retail service and logistics teams to achieve root-cause resolutions and implement long-term service improvements.

NPS Ownership & Customer Loyalty
Take full accountability for NPS results within the marketanalyzing feedback identifying key satisfaction drivers and implementing improvement actions.
Lead customer delight initiatives that deepen emotional connection foster loyalty and enhance overall satisfaction.
Monitor and interpret customer insights to drive continuous improvements in service delivery and elevate brand perception.

Customer Journey & Experience Enhancement
Support customers through every stage of their journeyfrom onboarding and test drives to delivery and after-sales follow-up.
Represent DENZA as a brand ambassador ensuring every engagement mirrors the quality elegance and exclusivity expected from a premium EV marque.
Participate in experience audits and contribute to the development of new processes that reinforce the luxury ownership journey.

Cross-Market Collaboration & Excellence Development
Partner with Country teams and Global Customer Care teams to align service standards and uphold a consistent global premium experience.
Share insights best practices and innovations that strengthen DENZAs global reputation for customer care excellence.
Contribute actively to the continuous evolution of DENZAs Customer Care Excellence Framework supporting the brands pursuit of world-class service.

Required skills qualifications and experience:

• Bachelors degree in Business Administration Communications or a related discipline.
• 35 years of experience in customer service or after-salespreferably within premium automotive EV or luxury brand environments.
• Proven track record of managing complex customer cases with composure and professionalism.
• Strong analytical mindset with experience in CRM platforms and NPS or VOC (Voice of Customer) analysis.
• Exceptional written and verbal communication skills with cultural sensitivity and adaptability.
• Fluent in English.
• Has right to work in the UK.

We offer:

• Performance and experience based competitive remuneration
• 25 holidays public holidays
• Scottish Widow workplace pension
• Commute allowance
• Salary sacrifice car scheme
• Department & company wide teambuilding events.
• An exciting opportunity to be part of European transition to Zero Emissions transportation and de-carbonization of the economy

About BYD UK

BYD UK is the UK distributor of BYD Company Ltd which is a China-based company and a global leading-edge provider of green energy technologies. BYD UK offers a range of electric vehicles including all-electric cars all-electric buses and all-electric forklift trucks. BYD is expanding its UK operations to support a growing portfolio of electric bus projects.