Sale Operations Executive (Customer Experience)
Location: Reading | Office-Based | Full-Time | Permanent
Hours: 9:00am - 17:30pm
Days: Monday - Friday
Join the UK's most trusted car leasing company and become part of our fast-paced Sales Operations function.
As a Customer Experience Executive, you will manage customer communications from order handover through to delivery, taking ownership of queries and ensuring a smooth customer journey.
Strong telephony experience is essential for this role. You will handle inbound and outbound customer calls, resolve queries, provide updates, and build strong relationships through clear and professional communication.
If you are customer-focused, confident on the phone, and enjoy problem-solving in a busy operational environment, we’d love to hear from you.
What You'll Be Doing
- Managing inbound customer queries across phone, email, and portal channels, ensuring responses are handled within agreed service levels.
- Handling a high volume of inbound and outbound customer calls, providing updates, resolving queries, and delivering excellent customer service.
- Taking ownership of customer queries from initial contact through to resolution, ensuring customers are kept informed throughout the process.
- Communicating order updates, delivery information, and outstanding actions to customers in a clear and timely manner.
- Acting as the first point of contact for customer concerns including dissatisfaction, complaints, potential cancellations, and poor reviews.
- Managing difficult conversations professionally, demonstrating empathy while working towards effective solutions.
- Updating CRM systems with accurate notes, actions, and outcomes to ensure customers receive a consistent experience across the team.
- Working closely with Sales, Administration, Finance, and operational teams to gather information and resolve customer queries.
- Reviewing outstanding order actions and proactively communicating next steps to customers to support a smooth journey.
- Identifying and escalating concerns relating to customer vulnerability, fraud, or potential mis-selling in line with company procedures.
- Supporting internal teams with customer-related requests and providing guidance where required.
- Identifying opportunities to improve the customer journey through feedback, process improvements, communication updates, FAQs, and customer touchpoints.
- Supporting the reduction of complaints, cancellations, and negative customer experiences by delivering proactive and effective communication.
- Ensuring all customer interactions are completed in line with FCA regulations, company policies, and customer service standards.
What We're Looking For
- Essential: Previous experience in a telephone-based customer service, contact centre, customer support, service advisor, or customer experience role.
- Strong telephony experience is a key requirement for this role. You must be confident handling inbound and outbound customer calls, managing queries, and delivering excellent service over the phone.
- Experience working in a fast-paced environment with a focus on customer communication and resolution.
- Excellent verbal and written communication skills with the ability to build rapport and manage customer expectations.
- A confident and professional telephone manner with the ability to handle challenging conversations.
- Strong problem-solving skills with a proactive and solution-focused approach.
- Excellent organisational skills with the ability to prioritise workload and manage multiple customer queries.
- Strong attention to detail and the ability to maintain accurate records.
- Experience using CRM systems and maintaining clear customer notes.
- Good knowledge of Microsoft Office, including Outlook, Word, and Excel.
- A positive, resilient, and customer-focused attitude.
- Ability to work effectively under pressure while maintaining high service standards.
- A collaborative team player who supports colleagues and contributes to team success.
Desirable Experience
- Experience within vehicle leasing, automotive, finance, or operational processing environments.
- Knowledge of vehicle leasing processes, finance agreements, or customer order journeys.
- Experience handling complaints, customer retention conversations, or cancellation queries.
- Experience working within a regulated environment.
What We Offer
- Competitive salary
- Annual performance bonus
- Ongoing training and career development opportunities
- Career progression within a growing business
- Quarterly peer-voted recognition awards
- Company pension scheme
- Employee Assistance Programme
- Enhanced Maternity and Paternity Pay
- Enhanced Sick Pay
- Mindfulness coaching
- Birthday voucher and long-service rewards
- Company and team social events
- Free on-site parking
- Employee referral programme
Our Values
At Select Car Leasing, our DRIVE values are at the heart of everything we do:
Dedication
Respect
Integrity
Value
Excellence
Apply Today
If you are passionate about delivering exceptional customer experiences, confident handling customer conversations over the phone, and enjoy working in a fast-paced operational environment, we’d love to hear from you.
Benefits:
- Company events
- Company pension
- Enhanced maternity leave
- Enhanced paternity leave
- Free parking
- On-site parking
- Referral programme
- Sick pay
- Work from home
Experience:
- Customer service: 2 years (required)
- Sales administration: 1 year (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Reading RG2 0TD
