Customer Operations Representative (6m FTC)

THE CARWOW GROUP

Carwow Group is driven by a passion for getting people into cars. But not just any car, the right car. That’s why we are building the go-to destination for car-changing. Designed to reach drivers everywhere with our trail-blazing portfolio of personality rich automotive brands; Carwow, Auto Express, evo, Driving Electric and Car Buyer.

What started as a simple reviews site, is now one of the largest online car-changing destinations in Europe - over 10m customers have used Carwow to help them buy and sell cars since its inception. Last year we grew over 50% with nearly £3bn worth of cars bought on site, while £1.8bn of cars were listed for sale through our Sell My Car service.

In 2024 we went big and acquired Autovia, doubling our audience overnight. Together we now have one of the biggest YouTube channels in the world with over 1.1 billion annual views, sell 1.2 million print copies of our magazines and have an annual web content reach over 350million.

WHY JOIN US?

Shortlisted in the prestigious Culture 100 list of the top Growth companies to work for by Hyer; we also recently raised $52m in funding led by global venture capital firm an early backer of LinkedIn and Shopify, Bessemer Venture Partners, to accelerate our growth plans!

As pioneers, we’re always driving for new territory and positive change, so our work as a group is never done. Where others see difficulty, it’s our responsibility to see possibility - building new experiences, launching new titles and listening to drivers.

Being a part of Carwow Group means championing drivers and the automotive industry, acting as a disrupter and never being afraid to fail (but learning fast when we do!).

Our team of 500 employees across the UK, Germany, Spain and Portugal are revolutionising car-changing and we are fast expanding our mission across every single brand and country we operate in, so jump in!

THE ROLE

• As a Customer Care Agent, you will be the first point of contact for our customers for providing exceptional support to our valued customers across various channels including phone, email, and chat.
  
  Workload & Time Management:

• Efficiently manage workload/volumes, prioritising urgent requests and ensuring timely responses

• Proactively identify potential bottlenecks and proactively address them to maintain a smooth workflow

• Strive to meet or exceed daily/weekly workload targets and response times

• Collaborate with your manager to manage workloads effectively during peak period

• Handle customer requests in a timely manner.

• Demonstrate a professional and positive attitude when dealing with challenging situations.

Ownership of Assigned Deliverables:

• Take ownership of assigned tasks, ensuring a clear understanding of process goals, timelines, and deliverables

• Diligently monitor customer interactions, seek guidance when needed, and implement solutions to ensure customer satisfaction and keep processes on track.

• Demonstrate a proactive approach to learning and seeking clarification to ensure accuracy and efficiency.

Communication and Collaboration:

• Ensure client satisfaction throughout the process lifecycle.

• Work effectively with team members, specilaists, and other departments to ensure seamless process execution.

• Share knowledge and best practices within the team to enhance overall customer service quality and improve call resolution efficiency.

Quality & Accuracy:

• Consistently deliver high-quality customer support by adhering to established standards and guidelines.

• Pay close attention to detail and accuracy when handling customer information.

• Actively seek opportunities for self-improvement and professional development.

• Continuously strive for process improvement and identify opportunities to enhance project efficiency and effectiveness.

• Listen attentively to feedback from customers, colleagues, specialists, and managers, and actively act on it to refine processes, improve service quality, and enhance personal performance.

Customer Experience & Complaint Resolution:

• Strive to minimize escalated calls by resolving customer issues at the first point of contact, proactively addressing their needs, and focusing on swift and satisfactory resolutions.

• Share clear insights from customer feedback to help improve products or services.

• Maintain a high level of customer satisfaction by providing friendly, personalized and effective support.

• Strive to achieve high customer satisfaction and positive reviews by displaying empathy, patience and professionalism when interacting with customers.

WHAT YOU'LL NEED

• You will have experience of working in a busy phone-based environment and making a number of outbound calls and sending emails to our customers.

• One of our company values is Proactive - we challenge ourselves to be better and are self-starters. You have a get up and go mentality and understand the search for answers to more complicated questions.

• We are Positive, by surrounding ourselves with positive people, we work to stay upbeat when faced with a challenge

• We aim to WOW users, industry partners, ourselves and each other. You go above and beyond in your work, doing whatever it takes to offer the best experience and service possible.

• You have excellent spoken and written English

INTERVIEW PROCESS

• Initial screening with Talent Partner

• Interview with Hiring Manager

• Culture Interview

WHAT’S IN IT FOR YOU

• Hybrid working (3 days per week in our Porto office)

• Competitive salary to fund that dream holiday to Bali

• Share options - when we thrive, so do you!

• Private Healthcare, for peace of mind

• Meal Allowance (8,32€ per working day)

• Monthly coaching sessions with Spill - our mental wellbeing partner

• Enhanced holiday package, plus Bank Holidays

• 28 days annual leave

• 1 day for your wedding

• 1 day off when you move house - because moving is hard enough without work!

• For your third year anniversary, get 30 days of annual leave per year

• For your tenth year anniversary, get 35 days of annual leave per year

• Option to buy 3 extra days of holiday per year

Diversity and inclusion is an integral part of our culture. We know that diverse teams are strong teams, so we welcome those with alternative identities, backgrounds, and experiences to apply for this position. We make recruiting decisions based on experience, skills and potential, so all our applicants are treated fairly and equally.