Car Buying Specialist

As a Car Buying Specialist, you will create meaningful experiences for customers by listening carefully and asking the right questions. You will understand where each customer is in their car buying journey and explain how our lending products can save them time and money. You will respond to customer queries via phone, web chat, and email. The role also includes contacting dealerships to arrange payments and request invoices, ensuring a seamless experience.

You will be a key part of our digital car buying process, acting as the main point of contact for customers looking to fund their vehicles. You'll share knowledge of our financial products, support customers in finding the right vehicle, and work with internal teams to resolve queries efficiently. You will support customers applying through digital or point‑of‑sale journeys, ensuring everyone receives a high level of service.

We are looking for individuals who are motivated, customer‑focused, and confident taking ownership of their work. This role involves collaborating with internal stakeholders to help enhance our customer experience. You will play an important part in ensuring the journey is clear, transparent, and exceeds expectations. If you're passionate about delivering excellent service and want to play a key role in creating exceptional customer experiences, we'd love to hear from you.

Customer & Dealer Management

• Serve as the primary point of contact for customers throughout the car buying journey.
• Use internal tools and capabilities to help customers find suitable vehicles within Admiral's dealer network.
• Provide clear, expert guidance on financial products and offer support where needed.
• Liaise with dealers to arrange payments and coordinate collection dates to ensure a seamless buying experience.
• Act as a liaison between customers and internal departments, ensuring clear communication and smooth execution of customer requests.
• Collaborate with cross‑functional teams, including sales, underwriting, and customer service to deliver timely and accurate solutions.
• Work with the Product team to continuously improve the customer proposition and journey.
• Ensure customers understand the features, benefits, and key information relating to each financial product.
• Consult with the dealer network to support smooth handovers and agree collection and payment arrangements.
• Support customers in making informed financial decisions, tailoring your approach to each individual's needs.
• Share best practice and expertise across operational teams, and to wider operational and product areas where suitable.
• Run product/role specific training, call calibration sessions or workshops as required.

• Previous customer service experience, preferably in a sales environment, with a strong appetite for providing first‑class customer service.
• Sound analytical skillset.
• Effective communication and influencing skills, with the ability to communicate clearly with frontline staff, senior stakeholders, and customers across different channels.
• Strong literacy and numerical skills.
• Ability to embrace a fast‑paced environment.
• Used to working to deadlines and meeting KPIs.
• Proactive, organised, able to manage time effectively and take initiative.
• Positive work ethic and a can‑do attitude when supporting business change.
• Willingness to be developed, coached, and to take feedback on board.

• Experience with sales methodology.
• Knowledge of the changing regulatory environment.
• Experience with digital innovation.
• Familiarity with the motor industry and car buying.
• Willingness to share ideas and contribute to business improvement.

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