Customer Experience Agent

Due to our consistent success Hippo now sells over 800 vehicles a month and we are committed to providing a high level of customer service to every customer. As a result of our Success, Hippo is recruiting for an additional Customer Experience Agent to help us ensure we provide an excellent level of after care service. At Hippo Motor Group we have a close team of driven, enthusiastic and committed Sales executives who develop and maintain excellent relationships with all our customers.

Whether it is a small City Car or a Luxury Prestige Car, our team’s aim is to ensure each and every customer achieves first class service. We are able to achieve this because our staff genuinely care about the Company and our Customers. Continual business growth provides opportunities for our employees to develop and exceed within each role. The ideal candidate will have previous experience in a customer care or customer complaints background.

Key Responsibilities

• Being the central point of contact for customer complaints via Hippo Customer Care Portal and via telephone
• Advise customers of our complaints process and ensure the process is followed
• Liaise with customers, warranty provider and garages on phone to co-ordinate vehicle issues
• Respond to or escalate all complaints to relevant managers that cannot be handled solely immediately. I.e. Aftersales related complaints to head of departments
• Accurately log and monitor all complaints via Freshdesk
• Ensure time scales are met by following up outstanding issues and closing complaints off within the specified timescales
• Effectively handle complaints whilst limiting costs spent
• Monitor warranty spend and provide feedback in monthly meetings
• To maintain a work rate and level that falls in line with the company’s objectives
• Follow all company procedures
• Adhere to all responsibilities under the SMC regime including abiding by the individual Conduct Rules set out by the FCA
• To treat your colleagues and the work place with respect
• To offer our customers a high level of service and maintain good customer satisfaction and retention

Responsibilities could change or just include SOME of the above

Skills & Experience

• Previous experience in a complaints handling role
• Good telephone manner essential
• Broad knowledge of mechanical and body shop issues
• The ability to be firm and assertive whilst still providing an excellent level of customer service.
• Excellent communication skills with a professional and friendly telephone manner
• Ability to communicate complex information in writing, logically and persuasively in a business-like manner
• Ability to work to your own initiative with minimal supervision whilst working in a close-knit team.
• Self-motivated, driven and passionate about your role
• Organization and the ability to manage numerous tasks at one time is vital
• Problem solving skills and the ability to collate and analyze information from various sources to identify key issues and trends

Please complete the form and upload your curriculum vitae to apply for this position.

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