Automotive Complaints Handler
Location: Park Gate Head Office, based out of the office 5 days per week
Hours: Monday to Friday, 8am – 5pm
We are looking for an experienced Customer Service Specialist to join our Customer Experience team at our Head Office in Park Gate. This is a key role supporting our customers throughout their vehicle repair journey, using strong vehicle and mechanical knowledge alongside excellent communication to resolve issues efficiently and professionally.
What you’ll be doing:
- Communicating with customers by phone and via email, delivering consistently high levels of customer satisfaction
- Assessing priorities and working closely with repair specialists, using mechanical understanding to support accurate communication and decision-making
- Monitoring work in progress and proactively following up on any issues
- Keeping the Customer Experience Manager informed of non-conforming vehicles or emerging concerns
- Liaising with the Production Team on matters impacting repair timescales
- Keeping customers fully updated on the progress of their vehicle repairs in clear, easy-to-understand terms
- Administering warranty claims accurately to help reduce aftersales costs
- Logging and managing all customer queries, concerns, and complaints professionally
- Diarising complaints to ensure timely updates and resolutions
- Managing loan car bookings, documentation, and controls
- Processing vendor invoices and reconciling with finance teams
- Booking appointments for both customers and internal vehicles
What we’re looking for:
- A minimum of 2 years’ experience in a similar role
- Mechanical knowledge or experience within the Motor Trade (desirable)
- Strong working knowledge of Outlook
- Excellent written and verbal communication skills
- Confident interpersonal skills with a natural ability to build rapport
- A proactive, can-do attitude with strong problem-solving skills
Benefits:
- Birthday day off
- Death in Service Insurance
- Critical Illness Cover
- Company pension scheme
- On-the-job training and clear career progression opportunities
- Increased holiday with length of service
- Referral Bonuses
About Carsa
At Carsa, we’re not just selling cars — we’re creating exceptional experiences. Our customers and colleagues are at the heart of everything we do, and we pride ourselves on delivering outstanding service at every touchpoint.
With 11 retail outlets nationwide and a state-of-the-art Preparation Centre, we uphold the highest industry standards. As we enter an exciting period of growth and retail expansion, there’s never been a better time to join Carsa and grow your career with us.
Job Type: Full-time
Pay: Up to £30,000.00 per year
Benefits:
- Company events
- Company pension
- Health & wellbeing programme
- Life insurance
- On-site parking
- Referral programme
Experience:
- Motor Trade Service Advisor: 2 years (required)
Licence/Certification:
- Driving Licence (required)
Work Location: In person
