Customer Centre Specialist

The job overview for this role is to work as a Customer Centre Specialist at Cazoo, a company that allows customers to order cars online and have them delivered to their door. The role involves providing an outstanding customer experience in one of the Cazoo Customer Centres, assisting walk-in customers with their browsing process, completing handovers for car pickups, upselling value-added products and services, resolving complaints and issues, conducting quality assurance checks on vehicles, and providing support for post-sales issues and servicing. The ideal candidate should be passionate about delivering excellent customer service, have an interest in sales, be detail-oriented, and have strong communication skills.

• Supporting walk-in customers through their browsing process, either by helping them to browse the website or connecting them to the central Customer Support Team.
• Completing handovers with customers picking up their Cazoo car, selling or part-exchanging an existing car, or returning a car bought using the 7-day money back guarantee.
• Upselling and providing information on value-added products and services in person and over the phone.
• Building rapport and assisting customers to resolve complaints/issues quickly, escalating to on-site management and the central CS team when necessary.
• Completing accurate quality assurance checks on vehicles and stock checking inventory on site.
• Using extensive Cazoo proposition and process knowledge to answer customer questions and resolve issues.
• Proactively assisting customers with post-sales issues and setting clear expectations for diagnosis and repair.
• Supporting customers with payments and refunds.
• Checking in and supporting customers through the servicing and repair process, scheduling appointments suited to customer needs.
• Translating technical automotive or financial jargon into plain English for customers.

• Passionate about delivering outstanding customer experience
• Interest in sales and ability to promote product features and benefits
• Forward-thinking and detail-oriented
• Excellent communication skills
• Enjoy meeting new people
• Ability to provide great customer experience
• Knowledge of cars is not essential
• Ability to support walk-in customers and assist with browsing process
• Ability to complete handovers and provide information on value-added products and services
• Ability to resolve complaints and escalate when necessary
• Ability to perform quality assurance checks on vehicles
• Extensive knowledge of Cazoo proposition and processes
• Ability to assist customers with post-sales issues and repairs
• Ability to handle payments and refunds
• Ability to support customers through servicing and repair process
• Ability to explain technical automotive or financial terms in simple language

• A friendly, modern and safe working environment
• A competitive salary and bonus structure
• Full training and continued support
• Generous annual leave, plus an extra day for your Birthday
• Wellness fund - you are allowed to claim £100 per year for wellbeing
• Contributory Pension (Up to 5% matched)
• Cycle to work scheme