Enter a job title or keyword
Customer Complaint & Customer Experience Specialist
Job Location:
Monthly Salary:
Experience Required:
Posted:
24 September 2026 (3 hours ago)
Posted:
Application Deadline:
22 December 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Customer Complaint & Customer Experience Specialist
Location: Chiswick Park London (Office-Based)
Salary: Up to 45000 Bonus
Hours: Monday to Friday Full-Time
Contract: Permanent
About the Company
Our client is an ambitious and rapidly growing automotive business looking to strengthen its Customer Experience and Aftersales function. They are seeking a customer-focused professional to take ownership of customer complaints improve customer satisfaction and drive service excellence across their UK dealer network.
This is an exciting opportunity to join a fast-paced automotive environment where youll play a key role in protecting brand reputation enhancing customer loyalty and supporting continuous business improvement.
The Role
Reporting to the Senior Regional Aftersales Manager you will be responsible for the end-to-end management of customer complaints ensuring all cases are investigated resolved and closed within agreed timescales.
You will work closely with customers dealerships warranty teams and internal stakeholders to deliver positive outcomes whilst identifying trends and opportunities to improve the overall customer experience.
In addition you will manage Customer Satisfaction Index (CSI) activities monitor service quality performance and support initiatives designed to improve customer satisfaction and dealer standards.
Key Responsibilities
Customer Complaint Management
Manage customer complaints relating to vehicle quality repairs warranty claims parts supply dealership interactions and aftersales services.
Take ownership of escalated customer cases from initial contact through to resolution.
Coordinate with dealerships and internal teams to deliver effective solutions.
Ensure timely customer communication throughout the complaint lifecycle.
Reduce complaint escalations and repeat issues through effective case management.
Customer Experience & CSI Management
Manage Customer Satisfaction Index (CSI) activities and reporting.
Conduct customer follow-up calls and satisfaction reviews.
Monitor customer feedback and identify service improvement opportunities.
Analyse customer experience trends and develop improvement initiatives.
Support actions that increase customer satisfaction loyalty and retention.
Data Analysis & Continuous Improvement
Analyse complaint data service trends and customer feedback.
Produce regular reports detailing key findings and recommendations.
Conduct root cause analysis to identify recurring issues.
Track improvement actions and measure their effectiveness.
Support ongoing service and process improvement initiatives.
Dealer & Stakeholder Management
Support dealer partners with complaint resolution and customer experience best practices.
Monitor compliance with service standards and customer care processes.
Assist with service audits and quality improvement programmes.
Build strong relationships with both internal and external stakeholders.
About You
Essential
Minimum 2 years experience in customer complaints customer experience aftersales customer service or service operations.
Previous experience within the automotive industry.
Strong complaint handling and conflict-resolution skills.
Experience managing escalated customer cases.
Excellent communication and stakeholder management skills.
Strong analytical and reporting capabilities.
Ability to prioritise workloads and manage multiple cases effectively.
Fluent written and verbal English.
Desirable
Experience managing CSI NPS or customer satisfaction programmes.
Experience working with automotive dealer networks.
Understanding of vehicle warranty processes and aftersales operations.
Knowledge of UK consumer rights legislation and customer service best practices.
OEM manufacturer retailer or automotive franchise experience.
Whats on Offer
Salary up to 45000
Performance-related bonus
Office-based role at Chiswick Park London
Monday to Friday working pattern
Career development opportunities
Supportive and collaborative team environment
Opportunity to influence customer experience and service excellence within a growing automotive business
Apply Now
If youre passionate about customer satisfaction experienced in handling complex complaints and looking for an opportunity to make a real impact within the automotive industry wed love to hear from you.
Requirements
Minimum 2 years experience in customer complaints customer experience aftersales customer service or service operations.
Previous experience within the automotive industry.
Strong complaint handling and conflict-resolution skills.
Experience managing escalated customer cases.
Excellent communication and stakeholder management skills.
Strong analytical and reporting capabilities.
Ability to prioritise workloads and manage multiple cases effectively.
Fluent written and verbal English.
Benefits
Salary up to 45000
Performance-related bonus
Office-based role at Chiswick Park London
Monday to Friday working pattern
Career development opportunities
Supportive and collaborative team environment
Opportunity to influence customer experience and service excellence within a growing automotive business
Required Skills:
Minimum 2 years experience in customer complaints customer experience aftersales customer service or service operations.
Required Education:
Minimum 2 years experience in customer complaints customer experience aftersales customer service or service operations.
