Job Title:
Customer Success Advisor

Reporting to:
Customer Success Manager

Purpose of Role:

The Customer Success Advisor is responsible for ensuring a high-quality, timely response to warranty claims and related aftermarket services. This role involves ownership of the entire warranty claim lifecycle to ensure completion in a timely manner, including delivery of spare parts orders, scheduling of workshop repairs, and completion notes/invoicing.

Who are we?

Erwin Hymer Group UK is a leading manufacturer of Caravans, Campervans and Motorhomes. Employing over 380 staff at our 115,900 sq m Consett site, our thriving manufacturing plant is at the heart of our company. We build the biggest and best-known brands in the sector: Elddis, Xplore and Buccaneer. EHG UK is part of German-based Erwin Hymer Group and owned by US giant, THOR Industries, Inc., the World’s largest leisure vehicle manufacturer.

We’re proud to build a vast choice of award-winning leisure vehicles, available from our growing network of specialist Retailers.

What you can expect:

• Salary is £24,421
• Company pension
• Free onsite parking
• Access to employee benefits hub with discounts at thousands of partner brands
• Cycle to work scheme

Key Responsibilities:

Warranty Claim Management:
• Accurately handle warranty claims, validating owner, service history, and warranty cover details.
• Accurately validate defects, Identify and code primary parts, and identify parts for repairs.
• Determine and agree the amount of labour required for repairs, validate expenses.
• Process and coordinate supplier claims.
Spare Parts Management:
• Manage and expedite delivery of spare parts orders, including urgent requests.
• Resolve delivery errors and provide delivery information updates.
Workshop Repairs Scheduling:
• Oversee scheduling of workshop repairs to ensure timely completion.
• Validate completion notes for accuracy.
Retailer and Customer Support:
• Chair retailer conference calls.
• Conduct retailer training.
• Ensure all queries are followed up in a timely manner.
• Keep retailers informed throughout the process.
• Liaise internally and externally with third parties to resolve queries.
• Handle basic technical enquiries.
General Duties:
• Attend industry shows, meetings, and retailer visits.
• Apply company policies and procedures in a fair and consistent manner.
• Treat sensitive company information with absolute confidentiality, following GDPR rules.
• Work in a safe manner, driving positive behaviour and leading by example regarding health and safety policies.
• Carry out any other duties not listed above as may reasonably be expected.

All employees have a responsibility to undertake training and development as required. They also have a responsibility to assist, where appropriate and necessary, with the training and development of fellow employees.

This list of responsibilities is not a definitive list and is subject to change as the business needs deem necessary.

Essential

• Educated to GCSE standard or equivalent, Grade C and above in Maths and English
• Previous experience in a similar role.
• Experience of using Microsoft Office package.
• Strong organisational skills.
• Excellent verbal and written communication skills.
• Be flexible, reliable and resilient.
• Strong time management skills and ability to work to deadlines.
• Ability to build up collaborative working relationships (both internal and external).

Desirable:

• Educated to A Level standard or above
• Minimum of 5 years’ experience in customer service or success roles.
• Experience of dealing with difficult situations within customer service.
• Knowledge of the leisure vehicles industry
• Awareness of Consumer Law
• Leadership abilities

Please take note that EHG UK does not hold a UK Visa and Immigration (UKVI) Skilled Worker license sponsor and are unable to sponsor any individuals for skilled worker sponsorship.

Job Types: Full-time, Permanent
Salary is £24,421
38 hours per week
Monday to Thursday 7.30am-5.30pm

Benefits:
• Company pension
• Cycle to work scheme
• Free parking
• On-site parking

Application question(s):
• Do you have any unspent convictions? Yes/No

Work authorisation:
• United Kingdom (required)

Work Location: In person

Application deadline: 19/10/2025

How To Apply

Simply send an up to date copy of your CV to: ehguk.hr@erwinhymergroup.com