Aftersales Experience Specialist at Geely Europe

Combe Fields, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

22 Sep, 26

Salary

0.0

Posted On

24 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience Management, Aftersales Operations, Customer Journey Mapping, Stakeholder Management, Retailer Coaching, Problem Solving, CSI Monitoring, NPS Analysis, Service Plan Management, Competitive Benchmarking, Communication Skills, Interpersonal Skills, Fleet Customer Management, Complaint Resolution, Audit Support, Strategic Implementation

Industry

Motor Vehicle Manufacturing

Description

At Geely, our story began in 1986 with a simple but powerful idea, an idea that has driven us to become one of the world’s most forward-thinking automotive groups. For nearly three decades, we’ve been redefining mobility through our iconic global brands, including Geely Auto, Volvo Cars, Polestar, Lotus, Zeekr, Lynk & Co, the London Electric Vehicle Company, Farizon, and more. We are Geely Auto UK, the UK arm of Geely Auto Group. Having entered the market in 2025 with our first electric SUV, the Geely EX5, we’re continuing to grow rapidly as we build a nationwide dealer and service network. Job purpose: Reporting to the Aftersales Experience Manager, the Aftersales Experience Executive plays a pivotal role in supporting the delivery of a class-leading ownership and aftersales experience for Geely customers across the UK. This role acts as a key link between Geely Auto UK, its dealer network, customer contact centre, roadside assistance partner, and customers, ensuring that every interaction reflects Geely's commitment to customer excellence. The successful candidate will support the development and implementation of Geely's aftersales customer experience strategy, helping retailers continuously improve performance, customer satisfaction, and loyalty. They will work closely with Regional Aftersales Managers to coach and support the dealer network, additionally have a close working relationship with the technical UK team to resolve customer issues, and ensure aftersales standards are consistently delivered. The role will also play a leading part in the development and launch of Geely Care+, the wider Geely Aftersales Charter, service plans, national service pricing programmes, own communications, website content, and customer engagement initiatives across retail and fleet customer channels. This is a highly visible and cross-functional position offering the opportunity to help shape the future of Geely's aftersales operation during an exciting period of rapid growth and expansion. Main responsibilities: Support the delivery of Geely's customer experience strategy across the UK retailer network. Help retailers deliver exceptional customer experiences and ownership journeys. Work closely with Regional Aftersales Managers to identify, resolve and prevent customer issues. Monitor customer satisfaction performance, including CSI, NPS and customer feedback trends. Support retailer coaching, audits and customer experience improvement initiatives ·Support the development, launch and ongoing management of Geely Care+ and the broader Geely Aftersales Charter. Assist in creating customer-focused aftersales initiatives designed to improve loyalty, retention and advocacy. Support the implementation of new customer programmes as additional vehicles and services are introduced into the UK market. Help develop customer journey mapping and ownership experience improvements across all touchpoints. Take ownership of Geely Auto UK's Service Plan programme. Develop, maintain and enhance service plan offerings to maximise customer value and retention. Support pricing reviews and competitive benchmarking activities. Manage the development and administration of National Service Pricing programmes. Monitor programme performance and recommend improvements based on customer and retailer feedback. Support the operational performance of Geely UK's Customer Contact Centre. Monitor customer enquiries, complaints and escalation trends. Work with the contact centre provider to ensure customer issues are resolved efficiently and professionally. Assist with the development of customer service processes, FAQs and escalation procedures. Support customer communication improvements and customer satisfaction initiatives. Act as a key liaison with Geely UK's roadside assistance partner. Monitor roadside assistance performance and customer satisfaction. Support the investigation and resolution of roadside escalation cases. Review roadside assistance data and identify opportunities for service Education, Skills and Personal characteristics required: Degree, diploma or professional qualification in Business, Automotive Management, Customer Experience, Marketing or a related discipline is desirable. Equivalent industry experience will be considered in place of formal qualifications · Good understanding of automotive aftersales operations and customer journey management. · Excellent communication and interpersonal skills with the ability to build strong relationships across retailer partners, suppliers and internal stakeholders · Understanding of 1link & Service Plan provision. · Strong customer service and customer experience mindset. · Ability to coach, influence and support retailer teams to improve customer satisfaction and aftersales performance. · Effective problem-solving skills with the ability to manage customer issues through to successful resolution. · Good understanding of automotive aftersales operations and customer journey management in both Retail and Fleet. What can we offer you beyond the salary: • 25 days annual leave + bank holidays • Company pension scheme • Geely ECOS scheme • Car allowance (delete if necessary) • Private Medical Insurance (delete if necessary) • x6 Life assurance • Enhanced Maternity and Paternity Pay • Medicash • Bike2work scheme We are an equal opportunities employer: At Geely Auto UK, we value diversity and inclusion and welcome applications from all candidates. We are committed to fair recruitment and ensuring everyone has the opportunity to reach their full potential. If you believe you are right for this role, we warmly welcome your application.

Responsibilities

Support the delivery of a class-leading aftersales customer experience strategy across the UK retailer network. Manage the Geely Care+ charter, service plans, and national pricing programs while coordinating with the contact center and roadside assistance partners.