Customer Resolution Executive

Customer Resolution Executive

Lithia UK Head Office - Hybrid Working (to be worked at our head office in Annesley, Nottingham, 1x per week)

Basic salary up to £30,000 with pension, life assurance, 33 days holiday (including bank holidays), exclusive company discounts on used car purchases, leasing deals and aftersales services

Our Customer Experience team is growing, and we’re looking for a Customer Resolution Executive who is passionate about delivering outstanding customer service and finding the right resolution when things don’t go to plan.

As our Customer Resolution Executive, you’ll play an important role in managing customer cases that require central review, from responding to enquiries through our Group customer service channels to supporting our stores with escalated complaints and handling external referrals.

You’ll take ownership of cases from review through to resolution, gathering the right information, maintaining accurate records and communicating clearly and professionally with customers and colleagues across the business.

Customer experience will be at the heart of your approach. You’ll work closely with our Customer Resolution Manager and operational teams to reach fair and appropriate outcomes, while helping us deliver consistent standards and identify opportunities to improve the experience we provide.

Your journey as a Customer Resolution Executive:

• Managing and prioritising customer cases received through our Group customer service channels, ensuring customers receive timely and accurate responses.
• Taking ownership of customer complaints and supporting cases through to resolution.
• Reviewing case information, maintaining accurate records and identifying when further information or escalation is required.
• Drafting clear, balanced and customer-focused responses, including when handling difficult or sensitive situations.
• Supporting our stores with escalated complaints, data-related complaints and external referrals, including Alternative Dispute Resolution (ADR) cases.
• Engaging with customers, Heads of Business and operational leaders to gather information and achieve the right resolution.
• Supporting goodwill decisions in line with agreed Group parameters and escalation thresholds.
• Monitoring and responding to escalated online reviews where there could be an impact on our brand reputation.
• Identifying recurring complaints, customer feedback and review themes, helping us spot opportunities to improve the customer experience.
• Providing guidance to our stores to support a consistent approach to complaint handling and help prevent future complaints.

Do you have what it takes to be a Lithia UK Associate? We’re looking for someone who has:

• Previous experience within a customer service, complaints or case-handling environment.
• Strong written communication skills, with the ability to produce clear, professional and customer-focused responses.
• Excellent verbal communication skills and confidence handling challenging or sensitive conversations.
• Strong attention to detail, with the ability to review, interpret and assess case information.
• The ability to manage competing priorities and a high volume of cases effectively.
• Confidence engaging with colleagues and stakeholders across different areas and levels of a business.
• A professional, calm and considered approach when dealing with difficult situations.
• Sound judgement and the confidence to recognise when a case needs to be escalated.
• Confidence using business systems and digital case-management tools.
• A customer-first mindset and a commitment to finding fair and appropriate resolutions.

What we can offer you: 

• Enjoy 33 days annual leave (including bank holidays), giving you more time to relax, recharge, and do what you love 
• Celebrate your special day with an extra day off on your birthday 
• Our industry-leading Family Leave Policies ensure you’re supported when it matters most 
• Access a new car through our Salary Sacrifice scheme and enjoy a smarter way to drive
• Take a paid day to volunteer and give back to a cause close to your heart 
• We believe in recognising dedication and loyalty, that’s why we celebrate long service milestone anniversaries 
• Unlock your potential with tailored training and endless career growth opportunities 
• Commute for less with our cycle to work scheme 
• Access high street discounts to make the everyday a little more rewarding 
• Know someone perfect for Lithia UK? Earn rewards through our internal referral scheme 

At Lithia UK, our growth is powered by our people: 

As one of the largest automotive retailers globally, we’re passionate about transforming the future of personal transportation and setting new standards for exceptional customer experiences. Our values—Earn Customers for Life, Improve Constantly, Take Personal Ownership, and Have Fun!—fuel everything we do. Join us, and you’ll be part of a team that embraces innovation, champions personal growth, and celebrates success together. If you’re ready to make an impact in an environment that empowers you to drive change, we’d love to have you with us on this journey. 

Lithia UK are an equal opportunities employer, and we are proud members of Automotive 30% Club, Diversity in Retail and Inclusive Companies. We welcome all applications regardless of age, race, religion, disability, gender or sexual identity, marital status, socio-economic background or Veteran status. We will also consider qualified applicants with prior criminal convictions, in accordance with the law.

We want your recruitment journey to be unique to you and as accessible as possible. If you need any additional support with your application or have specific requirements at any stage, please let us know via email: UK_resourcing@lithia.com. Our team will be happy to support you throughout every stage of the process.