Customer Support Executive

1 week ago

Swindon SN RN, United Kingdom KGM Motors UK Full time £25,000 - £27,000 per year

Role Summary

We are looking for a Customer Support Executive to join our Aftersales team. You will manage customer enquiries across phone, email, web, and letters, ensuring all interactions are logged in Salesforce and resolved quickly.

You will work in a team handling escalations through the Customer Champion Programme, liaise with dealers, and provide clear reporting to management. The role also involves supporting dealer standards, coordinating car hire when needed, and driving improvements in processes to boost customer satisfaction.

This is a hands‑on role for someone with strong communication skills, attention to detail, and a passion for delivering excellent service.

Role Responsibilities

  • Manage all customer contacts (calls, emails, web enquiries, letters) and record them accurately in Salesforce
  • Resolve customer concerns and manage escalations through the KGM Motors Customer Champion Programme, liaising directly with the dealer network
  • Provide daily support to customers and assist the Aftersales Team with specific requests
  • Administer and maintain dealer standards and customer service databases
  • Prepare monthly case record reports and present findings to line management at Aftersales meetings
  • Liaise closely with Aftersales colleagues to ensure smooth operations and customer satisfaction
  • Coordinate Enterprise car hire arrangements for customer-related concerns
  • Keep detailed records of activities and provide regular updates to line management
  • Drive continuous improvement in processes, systems, and customer service delivery
  • Ad hoc duties as required – willingness to assist other team members during busy periods

Experience

  • Prior Customer services experience
  • Salesforce experience (Desirable)
  • Prior experience with DMS systems e.g. Kerridge (Desirable)

Education requirements

  • Minimum of 5 GCSEs at level 4/C or above (or equivalent)
  • Customer Service or Administration NVQ/Certificate/Diploma is preferable (or equivalent)

Skills/Abilities/Competencies Required

  • Excellent verbal and written communication skills
  • Excellent interpersonal, negotiation, and conflict resolution skills
  • Excellent organizational skills and attention to detail
  • Excellent time management skills with a proven ability to meet deadlines
  • Ability to work within a team
  • Ability to prioritize tasks
  • Ability to act with integrity, professionalism, and confidentiality
  • Proficient with Microsoft Office Suite or related software
  • Experience in data management
  • Proficiency with or the ability to quickly learn new systems and processes

Personal Attributes

  • Strong commitment to delivering exceptional customer service
  • Professional and approachable in all interactions
  • Effective team player with the ability to work independently
  • Reliable and consistent in meeting responsibilities
  • Excellent time management and workload prioritisation skills
  • Positive, solution‑focused approach to problem solving

Training

  • Full in-house systems training will be given
  • External training courses provided, where appropriate
  • Further training and development opportunities may be available

Our Core Values

  • Customer Focus: Driving excellence by understanding every need
  • Trust: Build strong partnerships through honesty and accountability
  • Dedication: Strive for brilliance in everything we do
  • Push Boundaries: Drive innovation by embracing new challenges and ideas

Job Types: Full-time, Permanent

Pay: £25,000.00-£27,000.00 per year

Benefits:

  • Company events
  • Company pension
  • Cycle to work scheme
  • Employee mentoring programme
  • Free flu jabs
  • Health & wellbeing programme
  • Life insurance
  • On-site parking

Work authorisation:

  • United Kingdom (required)

Work Location: In person

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