Want to join our exciting journey?
Customer Care is an enthusiastic, dynamic organization within Volvo Cars, providing consumers world-class customer care by engaging them with our products, services and offers. Care is spearheading the company’s fast transformation, building high-quality, long-lasting relationships directly with our consumers. As we accelerate our online business, turning Volvocars.com into a fully-fledged online sales channel, Customer Care plays an essential role in supporting consumers as they learn about and shop for our cars.

To keep up with Volvo Cars’ bold ambitions to go electric and online, Customer Care is expanding all over the world, and developing our service offering. This will allow us to use new technology to meet consumers’ expectations, delivering personal, effortless and respectful experiences. To succeed, we need the right talent, and that’s where you come in! We want you to innovate, challenge and build a career at Volvo Cars.

We are recruiting now for a number of Customer Care Consultant vacancies which are available due to growth. The roles will be based at our Maidenhead HQ with roles offered with hybrid working to allow for greater flexibility and work-life balance, further enabling us to reduce our environmental impact and support your personal circumstances.

We will hold Assessment Centres for these vacancies on Thursday 2nd March and Tuesday 28th March 2023 in both the mornings and afternoons at our Maidenhead HQ. We have start dates available in March, April, May, and June 2023.

What you will do
As a Customer Care Consultant, your responsibility is to consistently deliver an outstanding, personal customer experience addressing the needs of current and future consumers across the shopping and ownership journey. As a brand ambassador, your customer-facing role is crucial in supporting our mission to improve the society we live in and bring our brand promise to life. You will get the opportunity to get insights and learn so much both about the consumers and the products which could be highly valuable if you like to build a future career within the company.

You will communicate with consumers based on their needs primarily via phone, but also via chat, email, and social media to understand their inquiry/issue and communicate a viable solution with a high service level. You will also manage lead generation, delegation, and follow-up of leads to ensure that they are being utilized effectively. It is important to prioritize and escalate our customers' feedback and feature requests to the relevant internal teams. Your role will involve continuously and actively identifying, proposing, and driving activities with stakeholders within and outside the Customer Care organisation, to further improve quality and efficiency in our processes.

Do you fit the profile?
Do you recognise yourself as having a genuine interest in providing excellent customer service and are motivated by working in a fast-paced, dynamic team facing challenges in an optimistic way? Then this could be the right opportunity for you.

We value previous experience within customer care operations and/or customer service from sales-oriented brands. Previous experience of complaint handling is desirable. You will have excellent oral and written communication skills in English and preferably knowledge of a CRM-system.

Personality is key!

We believe that you are humble and respectful of others. A curious listener, eager to support and find the best possible solution for every unique consumer. You are truly customer-focused and dedicated to exceeding expectations and coming up with new innovative solutions when needed. You have an interest to learn and to be able to understand and clearly convey brand, business, and technical concepts in a simple way. You prefer working in a collaborative environment and showing strong communication skills. Passion for people is important, passion for cars is a bonus.

Diversify our future:
Volvo Cars is an equal opportunities employer. We are a company for people who care about other people and for the world we live in. We celebrate diversity and inclusion in the workplace and are committed to equality of opportunity for all employees and employment practices, including hiring, recruiting, and promotion. It’s what you do that count and we are always looking to expand perspectives and voices to shape our future. With us, you can truly be yourself, embrace new opportunities, thrive, and make a difference.

How to learn more and apply:
We do not accept email applications due to GDPR, so we welcome your application via the link provided in this job advertisement by Sunday 26th February (to attend the assessment centre on the 2nd March) or 19th March 2023 (to attend the assessment centre on the 28th March). For information about the recruitment process, please contact Vickie Ewins, at vickie.ewins@volvocars.com

Who are we?
Volvo Cars’ purpose is to provide freedom to move, in a personal, sustainable and safe way. We are committed to simplifying our customers’ lives by offering better technology solutions that improve their impact on the world and bringing the most advanced mobility innovations to protect them, their loved ones and the people around them. Volvo Cars’ continued success is the result of a collaborative, diverse, and inclusive working environment. The people of Volvo Cars are committed to making a difference in our world. Today, we are one of the most well-known and respected car brands, with over 43,000 employees across the globe. We believe in bringing out the best in each other and harnessing the true power of people. At Volvo Cars your career is designed around your talents and aspirations so you can reach your full potential. Join us on a journey of a lifetime as we create safety, autonomous driving and electrification technologies of tomorrow.