Customer experience Executive

Strive Group is a connected experience agency that delivers unparalleled growth for brands by reshaping the way they engage with their employees and customers. We work across three pillars of Brand, Employee and Customer experience, turning touchpoints into talking points delivering outstanding experiences.  At Strive Group, we create products and experiences that improve wellbeing, grow brands, and build meaningful connections, through thoughtful, connected thinking, every day, for every employee and customer.

Strive Group is looking for the right candidate to join our Customer Experience team. This role plays a key part in guiding customers through both the sales and aftersales journey, from first enquiry through to resolution and ongoing support. To be successful in this role, you’ll be comfortable balancing multiple priorities, adapting as the programme evolves, and delivering a consistently high standard of service in a fast-moving environment.

What Strive Group can offer you

  • 24 days annual leave, plus Bank Holidays

  • Hybrid working option

  • 2 days paid charity/volunteering days annually

  • Cycle to Work Scheme

  • Subsidised Annual Eye Test

  • Discounted Gym Membership

  • Free Army Fitness Bootcamp

Hours:

Full time 37.5 hours a week, over 5 days

Core hours are Monday – Friday 9.00am to 5.00pm

Operating hours are Monday – Friday 8.00am to 6.00pm, Saturday 9.00am to 1.00pm so flexibility and weekend working required.

Salary:

£26,750 - £28,750 per annum dependent on experience

About the job:

A Strive Group Customer Experience Executive on the Geely programme supports both sales and aftersales activity, acting as a key point of contact for customers, dealers and internal teams. You will manage customer enquiries from initial interest through to purchase progression, as well as ongoing support, case management and complaint handling where needed.

This is a varied and hands-on role that requires strong organisation, clear communication and the ability to switch between lead nurture, customer service and problem-solving throughout the day. As the programme continues to grow, adaptability and a willingness to support new activity will be essential.


Key Responsibilities:

  • Respond to inbound and outbound customer enquiries via telephone, email and digital channels

  • Nurture and progress sales leads, supporting customers with test drive bookings and follow-ups

  • Maintain regular contact with customers to move enquiries forward and provide clear updates

  • Manage aftersales cases, including technical queries, delayed resolutions, dissatisfied customers and complaints

  • Act as a case manager, liaising with dealers and internal stakeholders to reach timely and fair outcomes

  • Accurately record all activity, updates and decisions on the CRM system

  • Understand the nature of each enquiry and triage appropriately where specialist support is required

  • Balance priorities across sales activity, case management and reporting

  • Meet agreed activity levels, quality standards and service expectations

  • Represent Strive Group and Geely professionally at all times, maintaining trust with customers and partners

  • Adapt to changing volumes, new vehicle launches and evolving processes as the programme develops

What We Need From You:

  • Communication – Clear, confident communication with customers, dealers and colleagues

  • Customer focus – A genuine desire to deliver a positive experience, even in challenging situations

  • Adaptability & flexibility – Comfortable adjusting priorities as demand and activity change

  • Organisation – Able to manage multiple tasks, cases and follow-ups without losing attention to detail

  • Problem-solving – Calm, solutions-focused and able to handle dissatisfied customers professionally

  • Sales awareness – Confident supporting customers through a purchase journey and progressing enquiries

  • Accuracy – Strong attention to detail and consistent, accurate record-keeping

  • Teamwork – Willing to support colleagues and contribute to a collaborative team

  • Resilience – Able to stay focused and professional during busy periods

  • Values – Self-aware, accountable and committed to delivering high standards aligned with Strive’s values

  • Social awareness.  Contributing to Strive group’s social and environmental impact initiatives

Application:

To apply please email: workwithus@strive-group.com including a cover letter and C.V.