Role: Customer Experience Executive Location: SuperBike Factory, Macclesfield Salary: £27,000 Hours: 40 hours/week - 5 days over 7 on a rota Be the Voice of SuperBike Factory and deliver excellent an customer experience Are you experienced in handling customer queries or complaints over phone & email — and genuinely great at it? At SuperBike Factory, we’re on the lookout for a Customer Experience Executive with a talent for resolving queries and complex customer issues. If you thrive in high-stakes conversations, enjoy turning complaints into resolutions, and know how to stay calm under pressure, you’ll fit right in. What You’ll Be Doing: Be the Front Line for Complaints - You’ll be the first point of contact for escalated issues, handling phone-based complaints with professionalism, patience, and empathy. Own Every Case - From first call to final resolution, you’ll take full ownership of each issue, keeping the customer updated and confident in the process. Use Your Expertise - Apply your knowledge of Consumer Rights and our internal policies to handle complaints fairly and compliantly. Deliver Fast, Fair Resolutions - Whether via phone or email, you’ll work quickly to get things sorted within service-level expectations. Collaborate with Teams - Liaise with our workshop, sales, and delivery departments to get the full picture and craft the best possible outcome for the customer. What You’ll Bring: Proven Complaints Experience - You’ve handled complaints via phone in a past role and know how to defuse tension while staying solution-focused. Confidence on the Phone - You’re clear, confident, and able to stay calm under pressure, even when customers are frustrated. Empathy Professionalism - You genuinely care about getting things right for the customer and can do so with tact and patience. Knowledge of Consumer Rights - Familiarity with the Consumer Rights Act is ideal, or you're quick to learn and apply it effectively. Resilience and Drive - You don’t shy away from a challenge—and you're motivated by turning a complaint into a win. Why Join Us? Autonomy & Trust - We empower our team to make decisions and resolve complaints in the right way, not just the fast way. Supportive Team - You’ll join a knowledgeable, approachable team that knows how to back each other up. Career Growth - Learn from experienced managers, with pathways to develop your skills in customer relations, compliance, or leadership. Dynamic Environment - Work for the UK’s largest retailer of used motorbikes in a fast-paced, customer-focused setting. Some of the benefits you’ll get: Netflix Membership Gymflex Benefit Group Life Assurance 15% Staff Discount on Accessories Staff Discounts on bikes Cycle to Work Scheme Bereavement support, Critical illness support, Legal support, Fitness plans & nutrition advice, Physiotherapy & Mental Health Consultation, 24/7 Employee Doctor Help Line Enhanced Maternity or Paternity leave and enhanced sickness pay If you’re ready to use your cusotmer query handling expertise where it’s valued— apply today and help us deliver the exceptional experience our riders deserve. Company Background SuperBike Factory was started in our founder’s garage back in 2010. Fast forward almost 15 years and we’ve grown into Europe's largest used motorcycle retailer with over 3000 bikes in stock We now have 6 sites across the UK. Our head office is still in Macclesfield, but we’ve expanded to Donington Park, Bradford, Bristol and Milton Keynes and Crawley employing around 300 people along the way with plans to expand even further We are authorised by the Financial Conduct Authority (FCA) to carry out regulated financial service activities and offer credit to consumers. On formal acceptance of employment for the above position at Superbike Factory, successful applicants are subject to a level of pre-employment screening prior to commencing employment. The screening includes - Credit history - Criminal record/DBS check. NB. Employment credit searches will not affect your credit rating.