Hey everyone! I’m Phoebe, a Customer Experience Specialist here at Autotrader. I joined the team in January 2024, and I wanted to share what my experience has been like so far.

In my role, no two days are the same. Our team is the first point of contact for buyers and sellers who need support with their adverts on the Autotrader website. We work across multiple channels — email, live chat, phone calls, and sometimes even Trustpilot and social media - depending on where our customers need us most.

Our working setup is hybrid, which I love. We’re all in the office together on Tuesdays and Thursdays, and then we choose one more day to come in - the other two days are remote. Some people stick to a routine with their extra day, but I tend to switch it up based on what I’ve got going on that week.

Here’s something you might not expect: you don’t need to be a car expert to thrive here. I’ve picked up bits and pieces along the way, but having a deep knowledge of cars definitely isn’t a requirement.

When you join Autotrader, you’ll go through a fantastic onboarding process called "Great Start". It includes company-wide sessions on the automotive world, carbon literacy, and Autotrader’s history and legacy. Fun fact: during this, I found out that my dad did a similar role to mine when Autotrader was still a print magazine!

After that, you’ll go through 4–6 weeks of hands-on training with our team. Our Senior Customer Experience Specialists and Subject Matter Experts guide you through our systems, how the website works, and - most importantly - how to support our customers effectively.

Lately, there’s been a real focus on improving the tools and systems we use. It’s made a huge difference in streamlining our processes, which means we can help our customers faster and more efficiently. If you’re someone who loves helping others, you’ll really appreciate the changes we’ve made.

Beyond the day-to-day, there are loads of opportunities to get involved in exciting projects too.

One of my absolute highlights has been our electric car giveaway. Every month, Autotrader gives away a brand-new electric car to a lucky winner - and I get to be the one who breaks the news! These calls are unforgettable. I’ve spoken to people from all walks of life and delivered life-changing news — one even found out on their birthday! You might have even heard my voice on one of our TV or radio ads. I got to re-record my voiceover in a real London studio, which honestly felt surreal.

Another part of my role that I really enjoy is responding to Trustpilot reviews. We respond to every 1- and 2-star review, and while you might think that would be disheartening, it’s actually a brilliant way to learn and improve. Reviews cover everything from our processes to customer interactions, and they’re a great source of insight. Plus, I get to read through hundreds of glowing 5-star reviews, which is always a great reminder of the incredible work our team is doing.

If you’re thinking about applying to Autotrader, I can’t recommend it enough. You’ll grow your skills, build your confidence, and make a genuine difference to our customers — all while being part of a supportive and fun team.