Customer Experience Specialist, UK & DE
GB-Essex-Basildon
Location: Dunton
Working Arrangement: Hybrid
We are looking for an experienced and customer-focused Customer Experience Specialist (CXS) to join our SWAT team on a 6-month contract within the Ford Liive Centre.
As a CX Specialist SWAT, you will provide exceptional frontline support to our Commercial Vehicle and Fleet customers, responding to changing team workloads and providing support wherever it is needed most.
This is a varied role where you could be supporting customers through inbound calls, emails, live chat and outbound case activity, as well as assisting with inbox management, absence cover and deeper reviews of different case types.
- Deliver an exceptional customer experience by taking ownership of customer contacts and building strong relationships.
- Handle inbound calls, emails and live chat in a professional and customer-focused manner.
- Resolve customer issues using available resources, including Dealers, Subject Matter Experts, Field Managers and other stakeholders.
- Act as a key liaison between customers, Sales, Technical, Warranty, Product Development and dealerships.
- Ensure effective follow-up and keep customers and dealers informed throughout the resolution process.
- Accurately document customer enquiries and concerns using CRM systems.
- Review ageing and high caseloads and provide feedback to Supervisors and Leads.
- Support team members with workload, sickness and absence cover.
- Provide coaching and feedback to new colleagues where required.
- Support training and knowledge sharing around emerging or known vehicle issues.
We're looking for someone who:
This 6-month contract offers the opportunity to broaden your experience, work across different areas of the operation and make a real difference to our customers and colleagues. You'll be part of a dynamic team where flexibility, collaboration and customer focus are key.
