Customer Experience Specialist

3 days ago

Coventry, Coventry, United Kingdom Net Zero Evolution Full time £28,000 - £38,000 per year

Customer Support Administrator — EV Vehicles

Our client is a fast-growing UK-based electric motorcycle manufacturer reshaping urban transport. Known for award-winning lightweight models and rapid product development, the business has grown from a small start-up to a multi-market EV brand in just a few years. They design and build their bikes in the UK, backed by a team with deep motorcycle and engineering pedigree. The culture is ambitious, hands-on, and mission-driven, with a shared focus on innovation, customer experience, and sustainable mobility.

The Role

The Customer Support Administrator is central to delivering a smooth, premium customer journey. You'll coordinate deliveries, manage customer communications, keep records accurate and up to date, and support the wider delivery and aftersales teams. If you love organisation, problem-solving, and being the calm, friendly voice customers rely on, this role is for you

Responsibilities

  • Be the brand voice across email, phone, and digital channels.
  • Handle customer queries, set expectations, and follow issues through to resolution.
  • Track and coordinate live and upcoming deliveries with internal teams and partners.
  • Process sales and service orders daily, ensuring records are accurate and complete.
  • Document all customer interactions, bookings, and delivery notes.
  • Maintain ERP data and daily postings.
  • Process returns, replacements, and refunds.
  • Submit EV grant applications accurately and on time.
  • Activate tracker devices and support customers with third-party providers where needed.
  • Maintain strong relationships with logistics and service partners to keep SLAs on track.
  • Suggest improvements to workflows and customer processes.
  • Flag recurring issues and contribute to FAQs and support guides.
  • Support the team with additional operational tasks as required.

Profile

  • Experience in customer service or a customer-facing admin role (automotive/manufacturing/logistics/hospitality helpful but not essential).
  • Able to commute to the Midlands.
  • Confident with ERP/SAP, CRM systems, and Microsoft Office.
  • Strong communicator with excellent attention to detail.
  • Organised, proactive, and adaptable in fast-moving environments.
  • Customer-focused with a problem-solving mindset.
  • Bonus: Full UK driving licence.

Why Join?

You'll be part of an ambitious, supportive team where everyone has equity and a real voice. This is a rare chance to help shape the customer experience of an exciting, fast-scaling EV brand that's already made a big impact in the industry—and is just getting started.

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