Customer Experience Specialist

Overview Customer Experience Specialist (Automotive) (0492W) – GB-ENG-Daventry Location: Daventry, Northamptonshire Annual Salary - £26,691 plus annual performance bonus Hybrid working 2 days onsite / 3 days home Full time hrs: 40 hpw on a weekly rotating shift pattern between: Monday to Friday 8.00am to 6.00pm and Saturday 8.30am to 5.00pm (approx. 1 in 6) Part time hrs: 20 hours over 4 or 5 days and will include Saturdays on rotation. Onsite paid Training and IT equipment provided Start Date – Monday 19 th January 2026 What You’ll Be Doing Our Customer Experience Specialist (CXS) will work with customers and prospective buyers to earn and retain their loyalty to our customer, a globally recognised provider of high-quality automotive products and services. This will be accomplished by creating relationships based on understanding the customer’s needs, concerns, lifestyle and preferences by carefully listening to the customer, providing knowledge and resources and resolving issues in a timely basis. In this role CXS is empowered to make decisions using customer satisfaction tools to resolve customer concerns and to ensure customer loyalty. This position is a Single Point of Contact for customers to address General Enquiries, product and technical queries but primarily resolve after-sales issues. Customer interaction will be accomplished through a combination of inbound/outbound phone, email and chat sessions. As a CXS within the Passenger Vehicle Centre (PV) you will be managing all contacts from our passenger vehicle customers. During a Typical Day, You’ll Deliver exceptional customer experiences, building trust and ownership of each contact. Serve as a knowledgeable resource for products, services, and support. Actively listen while guiding interactions efficiently and professionally. Liaise with Sales, Technical, Warranty, and Dealers to ensure full customer resolution. Handle inbound calls, emails, and chats with professionalism and strong follow-up. Resolve issues using all available tools/resources and document cases in the CRM. Meet performance goals and contribute feedback for continuous improvement. Support team members and participate in relevant projects as needed. What You Bring to the Role Further Education qualification (A Levels/HNC/ONC) or equivalent experience. Customer service/contact centre background; automotive or Ford brand interest a plus. Strong communication skills, excellent grammar, and high attention to detail. Confident in building relationships, resolving conflict, and ensuring customer satisfaction. Professional, trustworthy, adaptable, and able to stay calm under pressure. Skilled in influencing others and providing a positive, comfortable customer experience. Proficient with MS Office and able to navigate multiple systems/screens. Professional appearance and conduct; able to work effectively with all internal and external stakeholders. What You Can Expect 22 days Annual leave to start, increases by 1 day on anniversary of start date for the first 5 years, meaning a potential maximum of 27 days annual leave plus bank holidays. Life Assurance 4 x annual salary Contributory pension scheme Private Medical Insurance Comprehensive travel insurance for you and family in line with Scheme rules Discounts on brand new vehicles Employee Assistance Program (EAP) About Percepta Established in 2000 as a joint venture with TTEC, Percepta has specialised in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, 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. Right to Work Please note: We are unable to provide visa sponsorship for this position. Applicants must already have the legal right to work in the United Kingdom at the time of application. Percepta is proud to be an equal opportunity employer. We are committed to fostering a diverse and inclusive workplace where all employees feel respected, valued, and empowered to thrive. We welcome applications from all qualified candidates regardless of age, disability, gender identity, marital status, race, religion or belief, sex, or sexual orientation. From its inception, Percepta LLC has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market wesupport. #J-18808-Ljbffr