Automotive Complaints Handler
Location: Park Gate Head Office, based out of the office 5 days per week
Hours: Monday to Friday, 8am – 5pm
Salary: Up to £30,000 depending on experience
Calm under pressure? Great with people? Know your way around a car? Keep reading.
At Carsa, we don't just sell cars, we look after the people who drive them. When something doesn't go to plan, we want someone on the phone making it right. That's where you come in.
The Role:
You'll be the friendly, capable voice customers reach when their repair journey hits a bump. Part problem solver, part communicator, part organiser. You'll keep things moving, keep people informed, and make sure no one feels in the dark. Your mechanical know-how means you can talk to the workshop and the customer with equal confidence, translating between the two without losing anything along the way.
What you'll be doing day to day:
- Looking after customers by phone and email. Keeping them updated, reassured, and in the loop
- Working hand in hand with our repair specialists to keep decisions accurate and timely
- Spotting issues before they become problems, and flagging anything that needs escalating
- Liaising with the Production Team when repair timescales need a nudge
- Administering warranty claims accurately (and helping us keep aftersales costs in check)
- Logging, diarising and managing complaints with care and professionalism
- Coordinating loan cars, bookings and paperwork
- Processing vendor invoices and squaring things off with finance
- Booking appointments for both customers and internal vehicles
You'll thrive here if you've got…
- At least 2 years' experience in a similar role (Motor Trade Service Advisor background is preferred)
- A solid grasp of mechanical issues, enough to hold your own with the workshop
- Confidence in Outlook and case management systems
- Excellent written and verbal communication, clear, warm, and professional
- The kind of interpersonal skills that build rapport quickly, even when customers are frustrated
- A proactive, problem solving mindset, you don't wait for things to land in your lap
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 a proud presence across 11 retail outlets nationwide, Carsa maintains industry leadership with a commitment to high group standards. Our state of the art preparation centre ensures that each vehicle meets our stringent quality benchmarks, reflecting our dedication to excellence.
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
