Customer Experience Executive

Job Introduction

Customer Experience Executive - Be the Voice Our Customers Trust
 
 Location: SuperBike Factory, Macclesfield
 Salary: £27,000
 Full time with weekend working

At SuperBike Factory, we don’t just sell bikes — we support every customer through their journey with us. From quick questions to complex issues, we’re looking for a Customer Experience Executive to be the calm, clear voice that gets things sorted.

If you’ve got a background in call centres, customer service, can stay cool under pressure, and love helping people — this is your chance to make an impact in a growing business.

What you’ll be doing:

• Deliver outstanding support — over the phone and via email, always putting clarity, empathy, and professionalism first.
• Handle customer queries and escalations — whether it’s troubleshooting an issue, answering questions, or resolving complaints, you’ll take ownership from first contact to final outcome
• Liaise with internal teams — working across Sales, Delivery, and Workshop to get the right answers and deliver a seamless resolution.
• Use your judgment — applying internal policies and a working knowledge of customer rights to make fair, customer-focused decisions.

What makes you a great fit:

• Experience in a customer service or resolutions role  — with a high volume of phone and email contact.
• A calm, confident communicator who thrives on solving problems and making things right.
• A good understanding of the Consumer Rights Act, or the ability to quickly pick up compliance frameworks.
• Someone who’s proactive, accountable, and comfortable working across departments to get things sorted.

What you’ll get in return:

• Autonomy to make decisions — you’ll be trusted to do the right thing by our customers
• A varied, rewarding role — no two enquiries are the same, and your work directly supports our customers and reputation.
• A team that’s got your back — experienced, collaborative, and always there when you need support.

Ready to give our customers a great experience with clarity, care, and confidence? Apply today and be part of something bigger.

Some of the benefits you’ll receive:

• 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

Company background
Founded in 2010, SuperBike Factory has grown over the past 15 years to become Europe's largest retailer of used motorcycles, offering a selection of over 3,000 bikes in stock

We have 6 sites across the UK. Our head office is in Macclesfield, and we’ve expanded to Donington Park, Bradford, Bristol, Milton Keynes and now Crawley, employing over 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.**