Customer Service Representative (6m FTC)

Job description

OUR MISSION To become the car-changing destination of choice. By combining technology, media and deep automotive expertise, we've turned how people buy, sell, advertise and lease cars on its head. What started as a simple reviews site is now one of the largest online car-changing destinations in Europe. Last year alone we grew over 50% with nearly £3bn worth of cars bought on site, while £1.8bn of cars were listed for sale through our Sell My Car service. In 2024 we went big and acquired Autovia - creators of AutoExpress and Evo magazines - doubling our audience overnight. Together we now have one of the biggest YouTube https://www.youtube.com/carwow channels in the world with almost 10m subscribers and over 1.1 billion annual views, while we sell 1.2 million print copies of our magazines and have an annual web content reach over 350million. And we’re a long way from done! CUSTOMER SERVICE @ CARWOW Car-changing is a big deal, and we want to ensure everyone using Carwow has a WOW experience. When those inevitable questions or snags come up during the process, we want to ensure there’s a friendly face ready to help. That’s where our Customer Service team comes in. We are the first point of contact for our customers, providing exceptional support across various channels, including phone, email, messaging, chat and review platforms. We play a key role in guiding both users and dealers through their journey by solving problems and providing accurate information to achieve a great customer experience. YOUR MISSION Your goal will be to focus primarily on providing support to customers across our various channels. You’ll need to gain a thorough understanding of the customer journeys within Carwow and use your excellent communication skills to work efficiently to provide the best customer service, meeting both your own and the team’s KPIs. We work closely with various other teams to investigate and resolve issues as well as provide a smooth journey for customers. As the frontline, we’ll gather plenty of insight into the challenges customers face and use that to share feedback or suggest ideas on how we can improve the service we provide. KEY RESPONSIBILITIES 1. Consistently deliver high-quality customer service by providing empathetic, personalised, and effective support in line with our established standards and guidelines. 2. Communicate effectively with customers through phone, email, live chat, and messaging, and coordinate with internal teams to progress cases and solve problems. 3. Focus on achieving swift and satisfactory customer resolutions at the first point of contact to proactively address needs and minimise the necessity for call escalations. 4. Maintain accurate records of interactions with customers and contact drivers 5. Efficiently manage workload/volumes, prioritising urgent requests and ensuring timely responses. 6. Share knowledge and best practices within the team to enhance overall customer service quality and improve efficiency. 7. Listen attentively to feedback from customers, colleagues, specialists, and managers, and actively act on it to refine processes and improve service quality. 8. Share clear insights from customer feedback to help improve products or services. KEY REQUIREMENTS - Carwow operates 7 days a week, so you may be required to work Mon-Sun, including public holidays. Currently, our operating hours as a team are 9 am - 6 pm, Mon-Sat, but this may change in the future. Our shift rotation means you should expect to work up to 1 in 2 Saturdays (up to 26-27 Saturdays per year). - You will have experience of working in a contact centre environment, dealing with a high volume of inbound calls, emails and chats - You have excellent spoken and written English capabilities - You will be an effective communicator - a natural communicator, understanding how to interact with people in different environments and approaching customer interactions with empathy, active listening and emotional intelligence. - You are a problem solver, a quick thinker who’s ready to take initiative when striving to find the best solution. You’re adaptable and resourceful, embracing new or unknown challenges in a fast-growing scale-up environment. - You are curious, we have an insatiable hunger to stay ahead and achieve our mission, constantly improving our business, our work and ourselves. You welcome feedback, seeing it as a valuable resource for development and progression. - We aim to Wow users, industry partners, ourselves and each other. You go above and beyond in your work, doing whatever it takes to offer the best experience and service possible. We hold high standards for every interaction someone has with us, connecting emotionally and creating delight BONUS POINTS - Fluency with written and verbal Spanish - Experience working as the intermediary between two external parties, in our case, Customers and Dealers - Experience juggling multiple communication channels simultaneously - for example, multitasking an email queue alongside phone calls WHY THIS MIGHT NOT BE FOR YOU Carwow moves fast; we set ambitious goals and are always challenging ourselves to improve. We deliver on our promises, and we care deeply about customer experience. We’re a scaleup, so naturally, we’re constantly unblocking obstacles and managing moving goalposts. Therefore, we value efficiency, adaptability and a thirst for knowledge in our Customer Service team. This all works for us because we find it allows us to operate at our limit while continuously developing, but this can also be uncomfortable for some people, so we’d rather flag it up front. INTERVIEW PROCESS - Introductory video call with our Talent team - Step one: Interview with Team Leaders - Step two: Interview with Managers - Step three: Values Interview WHAT’S IN IT FOR YOU - Hybrid working - Competitive salary to fund that dream holiday to Bali - Share options - when we thrive, so do you! - Private Healthcare, for peace of mind - Meal allowance card (8,32€ per working day) - Monthly coaching sessions with Spill - our mental wellbeing partner - Enhanced holiday package, plus bank holidays - 28 days annual leave - 1 day for your wedding - 1 day off when you move house - because moving’s hard enough without work! - On your third year anniversary, you get 30 days of annual leave per year - On your tenth year anniversary, you get 35 days of annual leave per year - Option to buy 3 extra days of holiday per year - Work from abroad for a month (due to popular demand, this offer excludes the moon). - Inclusive parental, partner and shared parental leave, fertility treatment and pregnancy loss policies - The latest tech (Macbook or Surface) to power your gif-sending talents - Up to £500/€550 home office allowance for that massage chair you’ve been talking about - A generous learning and development budget to help you master your craft - Regular social events:, tech lunches, coffee with the exec sessions, book clubs, social events/anything else you pester us for - Refer a friend, get paid. Repeat for infinite money - Lunch & learns and Carwow Classrooms with expert speakers who are here for a free lunch Diversity and inclusion is an integral part of our culture. We know that diverse teams are strong teams, so we welcome those with alternative identities, backgrounds, and experiences to apply for this position. We make recruiting decisions based on experience, skills and potential, so all our applicants are treated fairly and equally.