Customer Experience Specialist; Automotive

Customer Experience Specialist (Automotive)

Percepta – Basildon, England, United Kingdom

• Contract Type: Full‑Time, Permanent, hybrid, 2 days onsite/3 days home
• Working Hours: 37.5 hours per week, on a weekly rotational shift pattern between 8am and 6pm – Monday to Friday and occasional Saturdays
• Salary: £27,275 plus Annual Performance Bonus
• Seniority level: Entry level
• Employment type: Full‑time
• Job function: Other
• Industries: Outsourcing/Offshoring

In this role, you will take ownership of customer cases from first contact through to full resolution, ensuring a smooth and positive experience at every stage. You’ll work to reduce vehicle off‑road time by proactively coordinating support and keeping customers fully informed throughout the repair process. You will also provide guidance when repair delays occur, including issues related to parts availability, dealer concerns, and complaint handling.

In addition, you’ll review and respond to requests for financial support on vehicles outside of warranty, carefully balancing customer needs with business policies. Collaboration will be key, as you work closely with internal teams across the organisation to share information, resolve complex cases, and deliver the best possible outcomes for customers.

• Deliver a friendly, knowledgeable, and efficient customer experience via phone, email, and chat
• Act as a go‑to expert on vehicle products, services, and support resources
• Build trust by listening, understanding, and following through on customer needs
• Liaise with dealerships, technical support, and internal teams to ensure issues are resolved
• Document cases in our CRM system and ensure updates are timely and accurate
• Use tools like service plans and goodwill options to keep customers happy
• Participate in customer‑focused campaigns or service improvement projects
• Stay calm, professional, and positive even when things get tough

• Genuinely enjoy talking to people and making their day easier
• A natural communicator, both written and verbal, with great attention to detail
• Experience in customer service or a contact centre
• Can juggle multiple tasks and priorities while staying cool under pressure
• Tech savvy, comfortable with MS Office, e‑mail, and can quickly learn new systems
• Team player who jumps in to support colleagues and solve problems together

• 22 days Annual leave to start, increases by 1 day on anniversary of start date for the first 5 years, allowing a potential maximum of 27 days plus bank holidays
• Company pension
• Life Assurance 4 × annual salary
• Contributory pension scheme
• Private medical, insurance and discounted dental scheme
• Comprehensive travel insurance for you and family in line with scheme rules
• Discounts on brand new vehicles
• Employee Assistance Programme (EAP)
• Cycle‑to‑work scheme

Established in 2000 as a joint venture with TTEC, Percepta has specialised in creating customer loyalty for its clients across the globe. Delivered in multiple channels and speaking several languages, we bring first‑class service across each market we support.

Our values are the heartbeat of our organisation and we live, breathe, and play by them daily. At Percepta, we:

• Lead with humility – we listen first, lead with empathy, and stay grounded so people and ideas have room to grow.
• Service beyond self – we serve others—clients, customers, and teammates—with care and integrity in every interaction.
• Leave it better – we take ownership and leave every process, person, and place better than we found it.
• Win together – we succeed as one—celebrating, supporting, and showing up for each other.
• Deliver remarkable – we go beyond expectations to create bold, meaningful moments that stand out.

Percepta is proud to be an equal opportunity employer where all qualified applicants receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. We embrace and commit to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve while delivering amazing service and technology, and humanity.

Employees are valued and comfortable being their authentic selves  a global company, we recognise diversity as our strength, enabling projects and ideas from different perspectives and allowing every individual to bring unique value to the table.

Location: GB‑Essex‑Basildon