Customer Experience Executive

At Oldham Volkswagen, we believe every customer interaction matters. As our Customer Experience Executive, you'll play a key role in shaping how customers feel about our dealership, acting as the voice of the customer and helping to turn feedback into positive action.

• Manage customer feedback, queries, and complaints across phone, email, and face-to-face interactions
• Support the management team by investigating concerns and helping deliver timely, professional resolutions
• Send and monitor customer satisfaction surveys and dealership feedback requests
• Track customer experience results, analyse trends, and highlight opportunities for improvement
• Maintain accurate records of customer interactions and complaint outcomes
• Work closely with Sales and Aftersales teams to ensure an outstanding customer journey

• Previous experience in a customer service, complaints handling, or call centre environment
• Excellent communication skills, both written and verbal
• Confident handling difficult conversations and resolving customer concerns
• Strong organisational skills with the ability to manage multiple tasks and follow-ups
• Comfortable using Microsoft Office and customer management systems
• A proactive, positive approach with a genuine passion for delivering exceptional customer service
• Automotive industry experience would be beneficial but is not essential

Founded in 2003 by Michael Smyth and his three sons, David, Peter and John, Swansway has grown from five motor dealerships in Cheshire and the West Midlands to the 20 dealerships we have today. From Birmingham in the South to Carlisle in the North we partner with eleven brands including; Audi, Volkswagen, Land Rover, Honda and many more.

We’re expanding our own-brand, Motor Match our used sites, and we don’t stop at dealerships; we operate four Volkswagen Group Trade Part Centres, an Accident Repair Centre, a Group Fleet Sales Centre and an eBay shop re-cycling obsolete parts. All this is supported by our Head Office in Crewe.

But, it’s not what we do that makes us the company we are, it’s how we do it; it’s our family heritage that sets us apart, with the Smyth family playing a hands-on role in the day-to-day running of the business; we genuinely care about our customers and our Swansway family and that makes us a great place to work. We live by our caring, honest and proud values which is why our long service boards are brimming with names who’ve been with us five, ten and fifteen years!

• Free on-site parking
• Holidays that increase with length of service
• Your Birthday off
• Company Pension Scheme
• Life Assurance- Death in Service Benefit
• Long service recognition
• Annual flu jab
• Discounts on products and services that extend to your family and friends
• Cycle to work scheme
• Employee recruitment referral payments
• Employee assistance programme and counselling service
• Occupational health services
• Flexible working patterns
• Car Benefit Scheme for employee or family

When you join Swansway, you’re joining a family; so, if you enjoy, and thrive, in an inclusive family atmosphere, apply to join us now!