Automotive Customer Service Executive
About the role
Company Description
MSX has been a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally for more than 30 years. Our unwavering commitment is to help our clients transform their businesses and effectively manage operations in the areas of: Sales Performance; Repair Optimization and Compliance; Parts and Accessories Sales Performance; and Consumer Engagement.
With our global teams, industry expertise, and the power of technology, we design and deliver tailored, sustainable, and innovative solutions and services that help our clients optimize their operations and captivate their customers.
Job Description
Role Purpose
Support Customer Service Strategy within the UK network
Implement and ensure the Genesis Customer Service Strategy
Support customers and internal functions (Sales, PR/Fleet)
Role Scope / Responsibilities
Act as the main contact for customers for all aftersales needs
Provide outstanding customer service
Work with Genesis Personal Advisors and service centres to manage bookings, logistics and mobility needs
Work with bodyshop and roadside assistance suppliers
Support customers with vehicle concerns when required
Support parts and accessories processes between GMUK and service centres
Manage service documentation between service centres, GMUK and customers
Support PDI activities and accessory fitment
Support and administer warranty claim processes
Drive continuous improvement in product quality and service processes
Support new vehicle launches
Coach and mentor service centres on aftersales processes
Candidate Profile
Minimum 5 years’ experience in customer service
Strong automotive or aftersales experience preferred
Good understanding of workshop processes and procedures
Ability to work with stakeholders across all levels
Strong communication skills (written and verbal)
Ability to manage own workload
Skills & Competencies
Proactive and customer-focused approach
Strong understanding of the aftersales customer journey
Technical understanding of vehicles (advantageous)
Problem-solving and analytical mindset
Knowledge of aftersales systems and processes
Strong relationship management and influencing skills
Professional, detail-oriented, and process-driven
Strong organisational and time management skills
Good interpersonal and numerical skills
PC literacy
Working Pattern & Location
Full-time, 40 hours (Monday–Friday)
Based in High Wycombe (4 days in the office)
Flexibility and occasional overtime required
Additional Information
With over 5,000 employees based in more than 80 countries across the globe, our teams provide industry leading expertise that spans:
Consumer Engagement
Parts, Accessories & Service Performance
Actionable Insights
Repair Optimization & Compliance
Learning Solutions
Distribution & Sales Performance
Our proven track record means that we now partner with almost every car manufacturer on the market.
The MSX Purpose
To empower Movers and Makers to thrive in our ever-changing world
The MSX Mission
To harness our expertise in mobility, the creativity of our global teams, and the power of technology, to craft tailored, sustainable and innovative solutions.
The MSX Vision
To be the clients’ first choice, recognized for our operational excellence and commitment to driving change and innovation in the mobility industry.
MSX is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, neurodiversity or other personal characteristics and backgrounds, age, sexual orientation, gender reassignment, religion or belief, or marital and parental status. As users of the Disability Confident scheme, we interview all disabled applicants who meet the minimum criteria for the vacancy.
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