Aftersales Experience Specialist

Aftersales Experience Specialist Geely Auto UK Coventry, England, United Kingdom

At Geely, our story began in 1986 with a simple but powerful idea, an idea that has driven us to become one of the world’s most forward-thinking automotive groups. For nearly three decades, we’ve been redefining mobility through our iconic global brands, including Geely Auto, Volvo Cars, Polestar, Lotus, Zeekr, Lynk & Co, the London Electric Vehicle Company, Farizon, and more.

We are Geely Auto UK, the UK arm of Geely Auto Group. Having entered the market in 2025 with our first electric SUV, the Geely EX5, we’re continuing to grow rapidly as we build a nationwide dealer and service network.

Reporting to the Aftersales Experience Manager, the Aftersales Experience Executive plays a pivotal role in supporting the delivery of a class-leading ownership and aftersales experience for Geely customers across the UK.

This role acts as a key link between Geely Auto UK, its dealer network, customer contact centre, roadside assistance partner, and customers, ensuring that every interaction reflects Geely's commitment to customer excellence.

The successful candidate will support the development and implementation of Geely's aftersales customer experience strategy, helping retailers continuously improve performance, customer satisfaction, and loyalty. They will work closely with Regional Aftersales Managers to coach and support the dealer network, additionally have a close working relationship with the technical UK team to resolve customer issues, and ensure aftersales standards are consistently delivered.

The role will also play a leading part in the development and launch of Geely Care+, the wider Geely Aftersales Charter, service plans, national service pricing programmes, own communications, website content, and customer engagement initiatives across retail and fleet customer channels.

This is a highly visible and cross-functional position offering the opportunity to help shape the future of Geely's aftersales operation during an exciting period of rapid growth and expansion.

• Help shape and deliver an exceptional ownership experience for Geely customers across the UK.
• Partner with Regional Aftersales Managers and retailers to drive customer satisfaction, resolve issues and promote aftersales excellence.
• Support the development and launch of Geely Care+ and other customer-focused aftersales initiatives.
• Own and develop Geely UK's Service Plan programme and support National Service Pricing activities.
• Work closely with Marketing and Digital teams to enhance owner communications, website content and aftersales customer engagement.
• Support the performance of our Customer Contact Centre and Roadside Assistance partners, ensuring customers receive outstanding support when they need it most.
• Analyse customer feedback and performance data to identify opportunities for continuous improvement.
• Collaborate across the business to help build a best-in-class aftersales experience for both Retail and Fleet customers.

• Degree, diploma or professional qualification in Business, Automotive Management, Customer Experience, Marketing or a related discipline is desirable.
• Equivalent industry experience will be considered in place of formal qualifications
• Experience with in the automotive industry, preferably in Aftersales, Service Operations, Customer Experience or Customer Service roles.
• Experience working with retailer or dealer networks would be advantageous.
• Experience managing customer enquiries, complaints or escalation processes.
• Understanding of customer satisfaction programmes, customer journey management and customer retention initiatives.
• Experience working with CRM systems and customer feedback platforms.
• Exposure to service plans, aftersales programmes, roadside assistance or customer contact centre operations would be beneficial.

• 25 days annual leave + bank holidays
• Company pension scheme
• Geely ECOS scheme
• Enhanced Maternity and Paternity Pay

At Geely Auto UK, we value diversity and inclusion and welcome applications from all candidates. We are committed to fair recruitment and ensuring everyone has the opportunity to reach their full potential. If you believe you are right for this role, we warmly welcome your application.

Full-time