Automotive Customer Service Executive

Company Description

MSX has been a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally for more than 30 years. Our unwavering commitment is to help our clients transform their businesses and effectively manage operations in the areas of: Sales Performance; Repair Optimization and Compliance; Parts and Accessories Sales Performance; and Consumer Engagement.
With our global teams, industry expertise, and the power of technology, we design and deliver tailored, sustainable, and innovative solutions and services that help our clients optimize their operations and captivate their customers.

Job Description

Role Purpose

• Support Customer Service Strategy within the UK network
• Implement and ensure the Genesis Customer Service Strategy
• Support customers and internal functions (Sales, PR/Fleet)

Role Scope / Responsibilities

• Act as the main contact for customers for all aftersales needs
• Provide outstanding customer service
• Work with Genesis Personal Advisors and service centres to manage bookings, logistics and mobility needs
• Work with bodyshop and roadside assistance suppliers
• Support customers with vehicle concerns when required
• Support parts and accessories processes between GMUK and service centres
• Manage service documentation between service centres, GMUK and customers
• Support PDI activities and accessory fitment
• Support and administer warranty claim processes
• Drive continuous improvement in product quality and service processes
• Support new vehicle launches
• Coach and mentor service centres on aftersales processes

Candidate Profile

• Minimum 5 years’ experience in customer service
• Strong automotive or aftersales experience preferred
• Good understanding of workshop processes and procedures
• Ability to work with stakeholders across all levels
• Strong communication skills (written and verbal)
• Ability to manage own workload

Skills & Competencies

• Proactive and customer-focused approach
• Strong understanding of the aftersales customer journey
• Technical understanding of vehicles (advantageous)
• Problem-solving and analytical mindset
• Knowledge of aftersales systems and processes
• Strong relationship management and influencing skills
• Professional, detail-oriented, and process-driven
• Strong organisational and time management skills
• Good interpersonal and numerical skills
• PC literacy

Working Pattern & Location

• Full-time, 40 hours (Monday–Friday)
• Based in High Wycombe (4 days in the office)
• Flexibility and occasional overtime required

Qualifications

Additional Information

With over 5,000 employees based in more than 80 countries across the globe, our teams provide industry leading expertise that spans: 

• Consumer Engagement 

• Parts, Accessories & Service Performance 

• Actionable Insights 

• Repair Optimization & Compliance 

• Learning Solutions 

• Distribution & Sales Performance 

Our proven track record means that we now partner with almost every car manufacturer on the market. 

The MSX Purpose 

To empower Movers and Makers to thrive in our ever-changing world 

The MSX Mission 

To harness our expertise in mobility, the creativity of our global teams, and the power of technology, to craft tailored, sustainable and innovative solutions. 

The MSX Vision 

To be the clients’ first choice, recognized for our operational excellence and commitment to driving change and innovation in the mobility industry.

MSX is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, neurodiversity or other personal characteristics and backgrounds, age, sexual orientation, gender reassignment, religion or belief, or marital and parental status. As users of the Disability Confident scheme, we interview all disabled applicants who meet the minimum criteria for the vacancy.