Job Description

After Sales & Customer Complaints Specialist

Location:

Northampton

Company:

B&F Cars

Job Type:

Full-time, 4-6 days per week (pro rata)

Pay:

12.50 - 13.50 per hour (depending on experience)

About Us:

B&F Cars is a trusted second-hand car dealership based in Northampton, known for providing quality vehicles and excellent customer care. We are seeking a proactive and professional

After Sales & Customer Complaints Specialist

to join our growing team. This is a dynamic position that combines

after-sales support

,

complaint handling

,

Google review and brand reputation management

, and

sales support

during quieter hours.

Key Responsibilities:

Handle all customer after-sales inquiries, complaints, and feedback with professionalism, empathy, and efficiency. Liaise with the

forecourt in-charge and sales manager

to ensure timely repair and service resolutions. Manage after-sales cases, including vehicle warranties, repairs, refunds, and returns. Contact every customer after purchase to request Google reviews and gather feedback on their experience. Achieve

10-15 new Google reviews per week

(subject to number of vehicles sold) and maintain an overall

Google rating of 4.7 or higher

. Maintain the dealership's

Google Business Profile

, responding to all reviews promptly and professionally. Receive full

training in car sales

and assist with sales activities during quieter hours (e.g., handling walk-ins, follow-ups, or assisting in vehicle handovers). Report directly to the

Sales Manager

, providing weekly updates on customer complaints, after-sales performance, and review statistics. Collaborate with the sales and workshop teams to identify recurring issues and propose process improvements.

What We're Looking For:

Full UK driving licence (required).

6 months to 1 year of experience in

car sales, customer service, or online reputation management

. Excellent communication, problem-solving, and interpersonal skills. Confident handling customer complaints in a calm and professional manner. Good computer literacy (CRM systems, Google Business Profile, Microsoft Office). Organised, detail-oriented, and able to manage multiple responsibilities effectively. A team player with a proactive, positive attitude.

Working Hours:

Full-time, 4-6 days per week (pro rata).

Typical hours:

9:00 AM - 6:00 PM.

Weekend availability preferred.
Job Type: Full-time

Pay: 12.50-13.50 per hour

Expected hours: No more than 48 per week

Benefits:

Company events Free parking On-site parking Sick pay
Ability to commute/relocate:

Northampton NN2: reliably commute or plan to relocate before starting work (required)
Licence/Certification:

Driving Licence (required)
Work Location: In person