Customer Care Specialist

About this role:

At BYD, customer care is not simply a service—it is an extension of our brand promise. The Customer Care Specialist values by delivering an exceptional ownership experience at every touchpoint. Acting as the primary contact for our customers, this role ensures each interaction reflects refinement, excellence, empathy, and efficiency.

Beyond resolving inquiries and concerns, the Specialist drives premium experience , ensuring that every customer feels recognized, valued, and inspired by the brand. This role is instrumental in sustaining high customer satisfaction and elevating our Net Promoter Score (NPS) across the market.

Working Location: Uxbridge. London

Tasks & Typical duties/responsibilities may include, but are not limited to, the following:

Premium Customer Engagement & Complaint Resolution
• Deliver personalized, high-touch support across all contact channels (phone, email, chat, social media, app community, etc.), ensuring every interaction meets DENZA’s premium standards.
• Manage and resolve both sales and after-sales cases with transparency, empathy, and urgency.
• Ensure all customer communications are consistent with DENZA’s tone of voice and premium brand identity.
• Record and track all cases through internal systems, providing detailed documentation and proactive updates.
• Collaborate cross-functionally with retail, service, and logistics teams to achieve root-cause resolutions and implement long-term service improvements.

NPS Ownership & Customer Loyalty
• Take full accountability for NPS results within the market—analyzing feedback, identifying key satisfaction drivers, and implementing improvement actions.
• Lead customer delight initiatives that deepen emotional connection, foster loyalty, and enhance overall satisfaction.
• Monitor and interpret customer insights to drive continuous improvements in service delivery and elevate brand perception.

Customer Journey & Experience Enhancement
• Support customers through every stage of their journey—from onboarding and test drives to delivery and after-sales follow-up.
• Represent DENZA as a “brand ambassador”, ensuring every engagement mirrors the quality, elegance, and exclusivity expected from a premium EV marque.
• Participate in experience audits and contribute to the development of new processes that reinforce the luxury ownership journey.

Cross-Market Collaboration & Excellence Development
• Partner with Country teams and Global Customer Care teams to align service standards and uphold a consistent global premium experience.
• Share insights, best practices, and innovations that strengthen DENZA’s global reputation for customer care excellence.
• Contribute actively to the continuous evolution of DENZA’s Customer Care Excellence Framework, supporting the brand’s pursuit of world-class service.

Required skills, qualifications and experience:

• Bachelor’s degree in Business Administration, Communications, or a related discipline.

• 3–5 years of experience in customer service or after-sales—preferably within premium automotive, EV, or luxury brand environments.

• Proven track record of managing complex customer cases with composure and professionalism.

• Strong analytical mindset, with experience in CRM platforms and NPS or VOC (Voice of Customer) analysis.

• Exceptional written and verbal communication skills, with cultural sensitivity and adaptability.

• Fluent in English.

• Has right to work in the UK.

We offer:

• Performance and experience based competitive remuneration

• 25 holidays + public holidays

• Scottish Widow workplace pension

• Private Healthcare

• Commute allowance

• Salary sacrifice car scheme

• Department & company wide teambuilding events.

About BYD UK

BYD UK is the UK distributor of BYD Company Ltd which is a China-based company and a global leading-edge provider of green energy technologies. BYD UK offers a range of electric vehicles, including all-electric cars, all-electric buses and all-electric forklift trucks. BYD is expanding its UK operations to support a growing portfolio of electric bus projects.