Customer Relations Consultant - FCA

Let’s shape the future together

We’re shaping our business around people. While our cars embrace leading-edge technologies, we never employ technology for its own sake. Quite the opposite. Instead, our focus is on adapting technology to benefit people. This philosophy extends to the sales and customer experience we aim to deliver. Do you want to be a part of creating the exciting solutions of tomorrow’s mobility? Then look no further, join us.
 

Customer Care – Let’s introduce ourselves

Customer Care is an enthusiastic, dynamic organization within Volvo Cars, providing consumers world-class customer care by engaging them with our products, services and offers. Care is spearheading the company’s fast transformation, building high-quality, long-lasting relationships directly with our consumers. As we accelerate our online business, turning Volvocars.com into a fully-fledged online sales channel, Customer Care plays an essential role in supporting consumers as they learn about and shop for our cars.

To keep up with Volvo Cars’ bold ambitions to go electric and online, Customer Care is expanding all over the world, and developing our service offering. This will allow us to use new technology to meet consumers’ expectations, delivering personal, effortless and respectful experiences. To succeed, we need the right talent, and that’s where you come in! We want you to innovate, challenge and build a career at Volvo Cars.

Due to growth, we are now recruiting now for a number of Customer Care Specialists with significant experience working in regulated environments. The roles will be based at our Maidenhead HQ with roles offered with hybrid working to allow for greater flexibility and work-life balance, further enabling us to reduce our environmental impact and support your personal circumstances.

We have start dates available in April and May at our Maidenhead HQ

What you’ll do

As a Customer Care Specialist at Volvo Cars, you are responsible for consistently delivering an outstanding, personal consumer experience addressing the needs of current and future consumers across the shopping and ownership journey. As a brand ambassador, your consumer-facing role is crucial in supporting our mission to improve the society we live in and bring our brand promise to life.

You will communicate with consumers based on their needs primarily via phone, but also via chat, email, and social media to understand their inquiry/issue and communicate a viable solution with a high service level. You will also manage lead generation, delegation, and follow-up of leads to ensure that they are being utilized effectively. It is important to prioritize and escalate our customers' feedback and feature requests to the relevant internal teams. Your role will involve continuously and actively identifying, proposing, and driving activities with stakeholders within and outside the Customer Care organisation, to further improve quality and efficiency in our processes. 

To be able to provide timely support to our consumers we are open every day, all year round and work in shifts spanning between mornings, evenings, and weekends.

You will get the opportunity to get insights and learn so much both about the consumers and the products which could be highly valuable if you like to build a future career within the company.

Please note that this role requires you to have extensive experience working in multiple FCA regulated environments.

What you’ll bring

Do you recognise yourself as having a genuine interest in providing excellent customer service and are motivated by working in a fast-paced, dynamic team facing challenges in an optimistic way? Then this could be the right opportunity for you.

As we are in a phase of transformation, we are looking for someone with a flexible approach and a doer-attitude, who enjoys working in a high-pace, efficient manner in a constantly changing environment. Our business can sometimes be unpredictable where we quickly need to adapt to different situations. Therefore, problem-solving skills is in focus for this role as you will need to identify, understand, and analyze our consumers’ inquiries and offer guidance and sustainable solutions. Being solution-oriented will be of great help in handling various inquiries and issues, and you actively seek out opportunities for learning and growth as part of your journey with us at Volvo Cars!

As specialist, you need to have great collaboration skills. You work effectively within a team and possess the ability to cooperate with other teams, colleagues, and departments within the company to find the best solutions for our consumers – and through that contribute to an improved customer experience.

We value previous experience within customer care operations and/or customer service from sales-oriented brands. Previous experience of complaint handling is desirable. You will have excellent oral and written communication skills in English and preferably knowledge of a CRM-system. 

Finally, we are looking for you who: 

• Have extensive and documented experience working in multiple FCA regulated environments 
• Builds trust by being empathetic toward the customer’s issues and attentive to their needs.
• Have experience of dealing with customer complaints and critique in a professional manner while keeping a positive mindset.
• Have great communication skills, both orally and written.
• Are fluent in English and can communicate without hindrance, orally and in writing.

Benefits & Life at Volvo Car UK

• Circa £28,500 increasing to £30,500 per annum after successful completion of your probationary period. Volvo offers competitive salaries that are reviewed and benchmarked annually
• Discretionary, performance-related bonus scheme that rewards you whilst you help us to achieve our goals
• Hybrid working in our agile, state-of-the-art Maidenhead office, or from home for up to 3 days a week 
• 28 days holiday + bank holidays + the opportunity to buy up to 5 additional days
• 15 days’ work from anywhere in the world policy
• 24 weeks enhanced and flexible parental leave for all employees regardless of gender up to a child’s 3rd birthday
• Matched pension contribution up to 5%
• Wellbeing benefits such as Health Cash Plan and Life Assurance
• 2 paid volunteering/charity days per year
• Access to our preferential employee lease car scheme for you and your family 
• Subsidised onsite restaurant plus free refreshments and snacks 
• Onsite electrical charging for your Plug-In Hybrid Electric or Battery Electric vehicle
• A set salary sacrifice spend limit, refreshed every tax year for you to choose from multiple services and products to suit your lifestyle whilst saving on tax and NI within our extensive flexible benefits platform
• Discounted shopping site with 100s of brands and online retailers

Want to know more? We hope so

We welcome you to apply in English by 15th March 2024 at the latest. Please apply through the provided link. Applications submitted via email will not be retained or taken into consideration. Once you receive a confirmation email from the system, your application will be acknowledged.

We are committed to keeping you informed during the entire process. If you have any inquiries, please reach out to Leigh Craddock at leigh.craddock@volvocars.com.
 

Volvo Cars - Driving change together

Volvo Cars’ success is the result of a collaborative, diverse, and inclusive working environment. Today, we are one of the most well-known and respected car brands, with around 43,000 employees across the globe. At Volvo Cars, your career is designed around your skills and aspirations, allowing you to reach your fullest potential.

By 2025, we aim to sell 1.2 million cars annually, with 50 per cent being electric cars and sold directly to customers mainly through digital channels. Join us on this exciting journey as we pioneer the driving and electrification technologies of the future.

Curious about Life at Volvo Cars? Read more

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