Customer Experience Executive

Customer Engagement Executive

Dealer Auction - Leicester

Dealer Auction is a digital business leading the way in the transformation of automotive remarketing. A joint venture between Auto Trader and Cox Automotive, we are the UK’s largest online wholesale marketplace.

Our purpose is simple: to help automotive businesses buy and sell used vehicles online - faster, smarter, and more confidently than anywhere else.

We support a broad customer base including manufacturers, fleet & leasing companies, franchised groups, and independent retailers. With over 120,000 vehicles transacted each year, and more than 5,500 buyers and 1,200 sellers, we are growing rapidly as the industry continues its shift to online solutions.

The Role

As a Customer Engagement Executive, you will play a pivotal role as the first touchpoint in a customer’s journey with Dealer Auction. This role blends onboarding, customer experience, support, complaints resolution, and proactive engagement, ensuring both buyers and sellers receive an exceptional experience from day one.

You will:

Customer Onboarding & Journey Management

Deliver a seamless and engaging onboarding process for all new buyers and sellers, ensuring they have the knowledge and confidence to get the best from our platform.

Guide customers through account setup, verification, platform features, and best-practice usage.

Tailor onboarding depending on customer type to maximise adoption and reduce friction.

Customer Experience & Support

Act as a trusted point of contact, providing timely, accurate, and supportive guidance across all digital and phone-based interactions.

Proactively identify journey friction points and share insight with internal teams to help enhance processes, tools, and customer touchpoints.

Maintain high service standards across sales channels, ensuring every customer receives a consistent and positive experience.

Complaints Handling & Issue Resolution

Take ownership of customer complaints and escalations - ensuring they are resolved promptly, professionally, and in line with business policies.

Carry out thorough investigations, communicate clearly with customers, and manage expectations throughout the process.

Log and analyse complaint themes to support continuous improvement and stronger end-to-end customer experience.

Platform Advocacy & Value Communication

Confidently articulate the benefits, features, and tools offered by Dealer Auction - and by our parent companies - to empower customers to get maximum value.

Overcome objections by understanding customer needs and presenting relevant solutions.

Sales Support & Growth

Identify opportunities to introduce new products, services, and partnerships that enhance customer outcomes.

Support customer growth and retention by confidently promoting platform usage, upgrades, and enhanced features.

The Person

We are looking for someone who is passionate about delivering exceptional customer experience and representing Dealer Auction with enthusiasm and integrity.

You will be:

A confident and adaptive communicator

A relationship builder who thrives in customer-facing interactions

Calm and solution-focused when handling challenges or complaints

Comfortable following structured processes while suggesting improvements

Able to influence customers in a positive, value-driven way

Motivated by customer success, teamwork, and high standards

Experience in the automotive sector or in digital marketplaces is desirable but not essential.

We offer:

Competitive salary

25 days holiday, increasing with length of service

Birthday and wellbeing day off

Volunteering day (paid)

Pension scheme

Benefits through our parent companies

A collaborative, inclusive, values-driven environment

Dealer Auction is committed to creating a diverse and inclusive workplace. Alongside Auto Trader and Cox Automotive, we ensure every colleague can thrive, develop, and be their authentic self at work.

STRICTLY NO AGENCIES PLEASE

We kindly ask that agencies do not contact us regarding this vacancy. We work with a carefully selected and trusted group of recruitment partners.

We do not accept unsolicited CVs sent to the recruitment team or directly to a hiring manager. We will not be responsible for any fees related to unsolicited submissions.

Cox Automotive is the world’s largest automotive service organisation. We

provide dependable solutions that improve performance and profitability

throughout the vehicle lifecycle to manufacturers, fleets, and retailers.

Our businesses are organised around our customers’ core needs across vehicle

solutions, mobility, remarketing, funding, and retail.