Customer Experience Executive - Vertellus
- Location: Hybrid - Warwick/Home working (UK-wide travel required)
- Reports to: Commercial Director
- Salary: £40,000 – £45,000 depending on experience + company car
- Contract Type: Full-time, Permanent
About Vertellus
Vertellus delivers a new kind of commercial vehicle contract hire experience, one grounded in certainty, control, and care. As the only contract hire provider owned by an OEM, Renault Trucks and their UK dealer partners, we offer an unmatched combination of national scale, local service, and direct access to low-emission technology.
We support multi-regional fleet operators across the UK to minimise downtime, reduce risk, and take control of costs and carbon. With fixed-price contracts, preventative maintenance, and access to both diesel and electric vehicles, Vertellus is built to meet today’s needs and tomorrow’s transitions.
Role Overview
As our new Customer Experience Executive, you’ll be at the heart of everything we do, ensuring our customers feel supported, understood, and genuinely valued throughout their journey with Vertellus. This role is all about building trust, solving problems before they arise, and making every interaction feel simple and reassuring.
It’s a brand-new role, giving you the chance not just to follow a set path, but to help shape how we deliver exceptional customer experience. From setting the standard for excellence to improving how we work, you’ll play a key part in supporting customers from their first conversation through to contract renewal.
With Vertellus growing, this role offers real opportunities, not only to develop your expertise in customer experience but also to grow with the business. Whether you want to deepen your skills or explore new paths, we’ll support you in building a career that suits your strengths.
You’ll work closely across the business, from sales and operations to technical teams, to ensure every part of the customer journey is seamless, consistent, and reflects the care and control Vertellus is known for.
What you'll be doing
This is a hands-on, people-first role where building strong relationships and delivering exceptional service go hand in hand. You’ll focus on making every customer and partner within our network feel listened to, looked after, and confident in our care.
Your day-to-day responsibilities will include:
Being the go-to person for our customers
- Act as the key contact for your customer accounts, approachable, reliable, and proactive
- Respond quickly and thoughtfully to queries, making the experience seamless and connected
- Build trust through consistent, honest communication and follow-up
Building great relationships, inside and out
- Get to know our customers, dealer network, and internal teams, helping keep everyone connected
- Represent the customer internally, ensuring their needs are top of mind
- Collaborate closely with sales, marketing, and technical teams and our dealer network to deliver a joined-up experience
Owning and improving the customer journey
- Map and monitor the full customer journey, from onboarding and vehicle handover through to renewal
- Identify opportunities to enhance the experience and reduce friction Help shape processes that feel consistent, simple, and supportive
Solving problems before they become issues
- Proactively manage expectations and keep customers and our network partners informed every step of the way
- Step in quickly if things don’t go to plan, working cross-functionally to resolve issues Share learnings and contribute to process improvements
Listening, learning & feeding back
- Collect and manage feedback from customers and dealer network partners to understand what’s working and what isn’t
- Facilitate and run KPI review meetings understanding the data we are presenting and contributing to the overall message
- Spot patterns in feedback and suggest ideas for improvement
- Track customer satisfaction and provide insights that help shape our service
What you'll bring
We’re looking for someone great with people, naturally organised, and proud of delivering a job well done. If you care about customers and enjoy making things run smoothly, you’ll thrive here.
The essentials:
- Previous experience in customer service or support, ideally in a business-to-business setting
- Strong communicator, clear, friendly, and confident on phone, in writing, and in person
- Organised, dependable, and detail-focused
- Able to manage a busy workload and prioritise effectively
- Proactive and takes initiative but also works well as part of a team
- Full UK driving licence and willing to travel across the country when needed
Its a bonus if:
- You’ve worked in automotive, fleet, logistics, or leasing sectors
- You have an interest in sustainable, lower-emission vehicle technologies
Our kind of person:
You’ll fit in here if you:
- Put people first, build trust, listen well, and treat everyone with respect Get things done, practical, solution-focused, and keep things moving
- Take ownership, don’t wait around, step in and make a difference
- Stay grounded, down-to-earth, easy to work with, and leave ego at the door
What's on offer:
At Vertellus, we believe in looking after our people as well as we look after our customers. When you join us, you’ll be part of a supportive, forward-thinking team where your contribution is genuinely valued.
Here’s what you can expect:
- A competitive salary that reflects your skills and experience 25 days’ holiday plus bank holidays
- Company car or car allowance
- Flexible and hybrid working options, balancing home and office time
- Ongoing training and development to help you grow your skills and career
- A supportive team culture where collaboration and care are part of everyday life
Vertellus Commercial Vehicle Solutions Ltd is an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Applicants must have the right to work in the UK.
Job Type: Full-time
Pay: £40,000.00-£45,000.00 per year
Benefits:
- Canteen
- Company events
- Company pension
- Cycle to work scheme
- Free parking
- On-site parking
- Referral programme
- Sick pay
- Transport links
- Work from home
Schedule:
- Monday to Friday
Experience:
- Customer service: 3 years (required)
Licence/Certification:
- UK Drivers Licence (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
Application deadline: 20/07/2025
Reference ID: VertellusCustomerExperienceExec