Sales Support Advisor

Job Description

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 Sales Support Advisor at Carwow, you will be responsible for a range of tasks that are vital to the smooth operation of our sales and customer support processes. You'll play a crucial role in ensuring our customers have a seamless and positive experience when selling a vehicle, and helping our dealers source stock simply and efficiently.

WHAT YOU'LL DO

• Customer Interaction: Engage with customers through various channels (phone, email, live chat) and provide information, assistance, and guidance during their car selling journey.

• Sales Team Support: Collaborate closely with the sales team to assist them in managing administrative tasks.

• Documentation: Review service history documentation that has been uploaded by sellers, removing any personal identifiable information to ensure GDPR compliance.

• Conflict Resolution: Address general customer concerns and resolve issues in a professional and courteous manner, escalating to the appropriate team members when necessary. Handling customer queries and concerns around payment processes, and communicating with dealers to ensure timely resolutions to delayed payments.

• Dealer communication: Answer dealer queries through the intercom system, updating internal CRM systems and forwarding requests to the appropriate department.

• Administrative Tasks: Perform administrative duties such as confirming the collection of vehicles, and amending tagging of photos to ensure customer listings are displayed correctly.

• Reporting: Prepare regular reports on customer interactions, feedback, and sales performance.

• Support for other areas of the SMC business such as collections and customer experience.

Requirements

WHAT YOU'LL NEED

• Outstanding customer service skills and experience working with clients over the phone and via email.
• Versatility and eagerness to take on new challenges, coupled with a proactive and self-starting attitude.
• Strong organisational skills to effectively manage tasks and ensure timely completion.
• Commitment to delivering exceptional customer service, consistently going above and beyond to provide the best experience possible.
• High levels of enthusiasm and a positive mindset, with a strong team ethic.
• Excellent spoken and written English capabilities, along with strong IT literacy and administrative skills.

Benefits

WHAT'S IN IT FOR YOU

• Hybrid working
• Competitive salary to fund that dream holiday to Bali
• Matched pension contributions for a peaceful retirement
• Share options - when we thrive, so do you!
• Vitality Private Healthcare, for peace of mind, plus eyecare vouchers
• Life Assurance for (even more) peace of mind
• 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
• Work from abroad for a month
• Inclusive parental, partner and shared parental leave, fertility treatment and pregnancy loss policies
• Bubble childcare support and discounted nanny fees for little ones
• The latest tech (Macbook or Surface) to power your gif-sending talents
• Up to £500/€550 home office allowance for that massage chair you’ve been talking about
• Generous learning and development budget to help you master your craft
• Regular social events: tech lunches, coffee with the exec sessions, lunch 8 learns, book clubs, social events/anything else you pester us for
• Refer a friend, get paid. Repeat for infinite money

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.