Digital Customer Experience Advisor

Cooks Motor Group; Chelmsford; On-site; GBP 21,000 - 26,000; Full time

Job summary

A leading automotive retailer in Chelmsford seeks a Digital Customer Experience Advisor. You will manage digital customer inquiries, providing clear communication and resolving issues while achieving conversion targets. Key qualifications include strong communication and problem-solving skills, alongside the ability to navigate multiple systems. This role offers extensive training, career development, and valuable perks, promoting a customer-first approach and flexible working opportunities.

Benefits

33 days annual leave

Employee discounts on cars

Pension scheme

Family-friendly policies

Cycle-to-work scheme

Health and wellbeing support

Paid volunteer day

Training and development opportunities

Qualifications

• Strong communication skills with customers and colleagues.
• Able to manage multiple enquiries effectively.
• Problem-solving skills and attention to detail.
• Experience using digital tools for bookings.

Responsibilities

• Manage digital enquiries promptly across platforms.
• Engage professionally and communicate clearly.
• Identify customer needs and guide towards solutions.
• Convert enquiries into bookings while focusing on targets.
• Deliver exceptional customer service to build trust.

Skills

Clear communication

Customer-first mindset

Task prioritization

IT systems navigation

Attention to detail

Problem-solving

Job description

Digital Customer Experience Advisor - Chelmsford Contact Centre

Salary £25,396.80

40 hours per week, Mon - Sat (on a rotational basis)

Are youcustomer focused, self-motivated and looking for anew challenge?

At Group 1 Automotive we are extremely talented and passionate about our customer experience and are looking for someone that shares the same values and passion. We welcome applications from experienced advisors, as well as people with the drive and enthusiasm to learn something new.

As a Digital CX Advisor,you will be part of an organisationthat believes in investing in you and your future. We provide excellent training & development as well as promote internal progression opportunities.

What we can offer you

• Enjoy 33 days of annual leave(including bank holidays) to rest and recharge
• Save money every day withour exclusive retail discounts
• Drive a great dealwith discounts on new and used cars, plus servicing offers
• Plan for the years aheadwith our company pension scheme
• Balance home and workwith our industry-leading family-friendly policies designed to help you spend more time with the people that matter
• Commute for lesswith our cycle-to-work scheme
• Prioritise your wellbeingwith dedicated support for you and your family
• 24/7 access to healthcare professionals, ensuring you get the expert advice you need quickly and easily
• Make a differencewith a paid day to volunteer in your community
• Invest in your futurewith our company share purchase plan
• Earn financial rewardswhen you refer a friend to join the team
• Keep learning and growingwith our training and development opportunities for everyone.
• Life assurancewith the option to increase cover
• We’re open toflexible workingoptions – just ask

What you’ll do day to day

• Manage digital enquiries across multiple platforms promptly, ensuring fast response times to meet customer expectations.
• Engage professionally with customers, delivering clear and helpful communication at every interaction.
• Identify customer needs quickly and efficiently, guiding them toward the most suitable aftersales service or product.
• Convert enquiries into confirmed bookings, maintaining a strong focus on achieving conversion targets.
• Deliver exceptional customer service, building trust and fostering long-term relationships to encourage repeat business.
• Stay organised and self-driven, meeting deadlines and performance targets consistently
• Adhere to SLA requirements, ensuring all enquiries are handled within agreed timeframes
• Respond effectively to live chat interactions, providing accurate and timely assistance.
• Demonstrate fairness and integrity in all dealings, upholding company values and customer trust.
• Capture and report all outcomes accurately, including customer requirements and any recommended aftercare products, for analytics and continuous improvement.

Helpful skills and qualifications

Don’t worry about ticking off every single skill here− if you care about delivering great experiences as much as we do, we want to hear from you.

• Communicate clearly and professionally, building strong rapport with customers and colleagues across digital platforms.
• Maintain a customer-first mindset, demonstrating passion for delivering exceptional service and quick resolutions.
• Prioritise tasks effectively and manage multiple enquiries simultaneously, ensuring fast response times and meeting SLA targets.
• Confidently navigate multiple IT systems, using digital tools to process bookings and record outcomes accurately.
• Work independently while collaborating seamlessly with the wider team, contributing to shared goals and performance targets.
• Apply attention to detail in every interaction, from identifying customer needs to recommending aftercare products.
• Act as the company’s digital voice, providing knowledgeable, solution-focused responses that enhance customer experience.
• Think on your feet and solve problems quickly, converting enquiries into confirmed bookings while maintaining integrity and fairness.

We value diversity and believe it strengthens our team. If you don’t meet every requirement listed but are enthusiastic about this role and eager to learn, we encourage you to apply.

Be part of something big

Group 1 Automotive is on an exciting growth journey. We are home to over 7000 colleagues dedicated to providing exceptional customer service, with 114 dealerships in the UK, representing 21 brands at the forefront of automotive retail.

But you don’t need to love cars to work with us- just need to share our mission to create outstanding and trusted experiences for our customers, our partners, and our people.

Our Values

At Group 1 Automotive we pride ourselves on our five core values that are incorporated in all we that do.

Respect - Integrity - Transparency - Teamwork – Professionalism

These are the principles that every member of our team lives by, whether that be business functions, customer interactions, how we interact with the local community and even how we view each other in the team.