Customer Experience Specialist – Manchester

About the role

Join Autotrader’s Manchester team as a Customer Experience Specialist, helping vehicle buyers and sellers navigate leasing, buying, and selling journeys. You will be a key part of a high‑performing service team that maintains an 88% customer satisfaction score.

Key responsibilities

• Handle inbound calls, emails and live‑chat interactions, rotating across channels throughout the week.
• Manage an average of 50 customer contacts per day, including up to three simultaneous live‑chat conversations.
• Assist customers with leasing enquiries, vehicle listings, and advertising guidance.
• Troubleshoot technical issues related to customer adverts and escalate complex cases to specialist teams.
• Maintain accurate records of interactions and contribute to continuous service improvement.

Required profile

• Proven experience in a customer‑service environment.
• Excellent verbal and written communication skills.
• Calm, patient and professional demeanor when handling high‑volume queries.
• Ability to think creatively and adapt solutions to individual customer needs.
• Curiosity about products and services to stay up‑to‑date.

Required skills

What we offer

• Dynamic, inclusive workplace that celebrates diversity.
• Opportunity to work with a leading automotive marketplace.
• Collaborative team environment with clear performance metrics.