Customer Experience Executive

Company background

Superbike Factory was founded in 2010, and today with our market-leading brands of SuperBikeFactory.co.uk, WeWantYourMotorbike.com, WeBuyAnyBike.com, and SuperBikeLoans.co.uk, we are the largest retailer of used motorbikes in Europe.

With our industry-leading preparation facilities at our operational hubs in Cheshire, Donington Park, and West Yorkshire, we can offer customers a used motorbike with total peace of mind in terms of its quality. This is supported by our Excellent Trustpilot rating.

Superbike Factory has grown significantly in recent years, underpinned by significant investment in the business with the development of the largest production facilities in Europe, the opening of our retail site at the iconic Donington Park race circuit, and additional direct-to-consumer showroom facilities around the UK.

With over 300 colleagues, we recognise that people are at the heart of what Superbike Factory does, hence we offer industry-leading benefits packages, apprenticeship schemes, and an opportunity to succeed and develop in a fast-moving and fun business.

This is an exciting time to join the organisation at the start of a transformational period of growth.

Responsibilities as our Customer Experience Executive will include:

- Providing an exceptional customer experience through all stages of the customer’s journey.

- Enhance customer experience in order to deliver exceptional customer satisfaction.

- Can own a customer through the entirety of their issue to ensure a smooth resolution.

- Great problem-solving and solution-focused approach with a “can do” attitude.

- Understanding GDPR and other relevant policies and how this impacts our customers.

- Resolving all customer questions and queries via phone and email within set SLA’s.

- Being a proud and passionate ambassador of the SuperBike Factory family and our values.

- Undertake Regulated Complaints Training.

41.25 Hours.  5 days over 7, including every other Saturday

What we’re looking for in our Customer Experience Executive:

- Experience working in a customer service role and resolving customer feedback

- Strong verbal and written communication skills

- Attention to detail

- Ability to build strong working relationships with your customers and colleagues

- A passion to deliver outstanding customer service

- Driven to achieve your goals and the goals of the business

Benefits • We offer a range of company benefits, including • Netflix Membership • The Dining Group Discount Card • Gymflex Benefit • Group Life Assurance 4 x salary • 15% Staff Discount on Accessories • Staff Discounts on SBF Bikes • Salary Sacrifice Pension Scheme • Cycle to Work Scheme • Health Care + Wellbeing Benefits, Bereavement counselling, Critical illness support, Legal support, Cancer support, Fitness plans and nutrition advice, Physiotherapy +Mental Health Consultation, 24/7 Employee Doctor Help Line