Customer Support Specialist (B2B)

About the job

We’ve have an exciting opportunity for a number of Customer Support Specialists to join friendly Manchester based Sales team.  

You may think a love of cars is a must to work at Autotrader, but it’s not. A passion to deliver exceptional customer service is what we look for. 

As a Customer Support Specialist, you will be the first point of contact for both our automotive retail customers (B2B) and internal stakeholders. 

Every customer is unique, having their own goals, business models, challenges and targets. You’ll bring curiosity, resilience and empathy to truly understand each customer’s needs. By using effective questioning, active listening, and confident objection handling, you’ll deliver an outstanding customer experience every time.  

By understanding customers current and future needs, you’ll help them to achieve their goals, identify opportunities for growth, and proactively address potential risks. 

Queries will range from billing queries to new product requests. You will communicate with customers through calls (inbound and outbound) and emails. In this role, you will also have internal customers such as our Account Managers and support them to provide a great service to their customers. 

It isn’t just about answering queries. You will apply root-cause analysis to improve processes, educate customers, and influence digital change in the automotive industry. Where first-time resolution is not possible, you will display your ability to take ownership by working with internal colleagues to problem solve. 

We encourage progression at Autotrader, whether that is advancing within this role or transitioning to an Account Executive position, as many have done before, we will support you in working towards your career goals. 

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

What we’re looking for

• Experience delivering exceptional customer service where you have supported external customers and have handled complex queries in an empathetic way
• Demonstrable experience handling both inbound and outbound customer conducting natural, conversation-led interactions
• Demonstrable experience in communicating with customers over email
• Excellent communication skills with the ability to effectively question and listen to understand customer needs and recognise potential commercial opportunities and/or risk
• Experience achieving KPI’s and/or delivering positive results within agreed SLA’s
• You will be able to multitask and manage conflicting priorities when needed in a busy fast paced commercial environment

As you will be the voice of Autotrader, it is also crucial that you have an engaging communication style, are great at building relationships with customers and passionate about offering first-class experiences.

Benefits

We’re offering a salary of £25,000 – £28,000, plus an additional 10% of your salary awarded to you in shares each year. These awarded shares will become yours in yearly instalments over the next three years, and you can choose to either sell them or keep them as shares.

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.

That’s not all. We have employee pension contributions up to 7%, comprehensive private medical cover, enhanced family leave provisions, a car salary sacrifice scheme, share-save options, and much more.

We always want to give you the support you need and help prioritise your wellbeing, that’s why we provide access to 24/7 online GP and dentist, as well as specialist support for assisted fertility, gender dysphoria, menopause, period care plans and lots more.

On top of all that, our hybrid model, Connected Working, combines the best of both worlds – office and home working. You’ll have two fixed weekly office days for team collaboration and one more of your choice to suit your work-life balance.

Additionally, we have our remote-first periods at set times during summer and winter. During these periods, you can work remotely anywhere in the UK and from certain locations abroad.