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About the role

We're looking for Customer Support Advisors to join us in July 2023.

Join our thriving community of Customer Support Advisors who are customer-focused, collaborative, and empathic. As a Customer Support Advisor, you will be the first point of contact for our automotive retail customers' queries, providing best-in-class experiences and support on our products and services.

You may think a love of cars is a must to work at Auto Trader, but it's not. Every customer is different and has unique goals, business models, pain points and targets. Your resilient and customer-focused approach will allow you to effectively manage objections, ask the right questions, and liaise with internal teams to provide first-time resolution.

Queries will range from billing queries to new product requests. You will communicate with customers through inbound and outbound calls and emails and display your ability to take ownership at every opportunity. It isn't just about answering queries; you will apply root cause analysis to eliminate challenges and inefficiencies, educate customers on best practice techniques, and understand digital change in the automotive industry.

To help our customers achieve their goals, you will understand current and future needs, highlight growth opportunities, and mitigate potential risks. You will collaborate with our Account Managers and support the team to achieve our commercial objectives.

You can learn more about why our Customer Support Advisors enjoy their role here.

What we're looking for:

• Experience interacting with customers in an empathetic way
• Naturally curious and feel comfortable asking questions and listening to understand the customers' needs
• You are customer focused and passionate about offering first-class experiences
• You are commercially minded and able to identify revenue growth opportunities and risk
• You will have experience delivering results to a high standard within agreed SLAs
• You are comfortable working in a busy, fast-paced commercial environment and are comfortable multitasking and managing conflicting priorities
• You are solution driven and get real satisfaction out of seeing problems through to resolution
• You have great written communication skills and excellent attention to detail

As you will be the voice of Auto Trader, it is also crucial that you have an engaging communication style and are great at building relationships with customers.

Benefits and more

We're offering a salary between £23,000 - £27,000 dependent on experience, and a flexible benefits package to support your health and well-being. You'll have 28 days holiday per year, and that's in addition to bank holidays and half day closures on Christmas and New Year's Eve. Our Aviva pension scheme offers between 5% to 7% employer contributions depending on the percentage you choose to contribute, and we provide Bupa healthcare cover for all of our employees.

Our employee assistance programme, enhanced parental leave and share-save options and are just some of the other benefits on offer should you decide to join us.

Career development is something that we're passionate about at Auto Trader, and we all develop and learn things differently. Whether you attend an external conference, utilise a LinkedIn Learning license or choose one of our in-house masterclasses, there's something for everyone.

Connected Working:

We're offering part and full-time roles. You can share your desired workings arrangements with us at the application stage and throughout your recruitment journey. Please note, increased flexibility will be needed during our onboarding and induction period. After this initial 4-week period we would be able to support a minimum of 22 hours across 3 full days, or on a reduced hour basis across 4 or 5 working days.

Our hybrid working model, Connected Working, combines office with home working. We've split it into fixed and flexible days to help you get the best out of the working week. Everybody has two fixed office days with their team, so you will know that the rest of your team will be in on those days.

There is an expectation that everyone is, on average, in more than out; therefore, on top of your two fixed days, we should see you in the office on other flexible days. You can choose these flexible days in the office depending on your work, home and team commitments.

Find out more about Connected Working here or speak to a member of our resourcing team.