Customer Service Assistant

Company Overview

At Tracker, our culture is people focused; we believe our people are our greatest assets, and we are committed to being an employer of choice in our industry. Tracker offers an engaging and diverse work environment which permits our people to take pride in their contributions and share in the company’s success. We have a clear focus around the mental health of our people. They can expect the space to showcase their talent, sharpen their skills, develop new capabilities, and be a part of a collaborative, friendly team that delivers for each other and our customers.

Our purpose is to provide peace of mind by protecting what matters to our customers, whether these are individual end users of our services, SMEs, large corporates, dealer groups, or insurers.

We are the leading provider of Stolen Vehicle Recovery services in the UK, with strong additional capability in fleet and insurance telematics. We have two genuinely unique selling points, the proprietary VHF technology we use and the formal relationship we have with UK policing, which clearly differentiate us from our competitors. As part of the work that we do with UK policing, we are making a genuine difference to society by helping to tackle organised criminality; in 2025 alone, we helped them close down over 60 chop shops, whilst supporting on multiple investigations.

Tracker is a subsidiary of CalAmp, a pure-play pioneer of the Connected Car, Connected Truck and broader Internet of Things (IoT) marketplace, based in California. This is an exciting opportunity for someone who wants to work for a market leading, well-established company with the opportunity to really accelerate our growth, as well as their own.

Job Context

Help deliver an excellent customer experience for customers and third parties contacting Tracker. Take a positive, proactive and solution-focused approach to ensure interactions are handled supportively, effectively and brought to a successful conclusion.

Take ownership of the customer service experience, coordinating and resolving customer enquiries, managing customer concerns, and ensuring issues are followed through to completion. Keep customers informed at every stage with clear, timely updates.

As part of a small customer service team, support customers by telephone and manage email enquiries through case management. Respond to Trustpilot feedback and customer reviews, listen to concerns with empathy, and work towards practical resolutions. Supporting customers following vehicle theft with care and professionalism. Provide proactive updates and support to customers whose vehicles have not yet been recovered or are awaiting recovery. Explain next steps, set clear expectations, and help customers feel informed and supported throughout the process.

Key Responsibilities

Customer Service

• Handling customer interactions - Communicate proactively with customers by telephone, email, case management and webchat, keeping them informed and supported, particularly while they await updates on an unresolved vehicle theft.
• Handling customer dissatisfaction - Listen with empathy, clarify customer concerns and handle challenging conversations calmly and professionally, working towards the best possible resolution.
• Meeting service standard - Manage workloads effectively, prioritise tasks and meet agreed service level agreements to provide timely, reliable customer support.
• Value customer feedback - Recognise the value of customer reviews and feedback and use these insights to improve service and contribute to continuous improvement.
• Following business processes - Follow procedures and use sound judgement to support a positive customer experience. Explain timescales and next steps clearly, setting realistic expectations without making promises that cannot be guaranteed.
• Working collaboratively - Share knowledge, support colleagues and contribute to the wider team, while taking responsibility for your own tasks and working independently when needed.
• Provide first-line technical support - Supporting basic technical queries and directing more complex issues to the relevant team for further investigation and resolution.

Essential Skills & Experience

• Communicates clearly and respectfully by phone and in writing, helping customers feel heard and supported.
• Takes ownership of tasks, uses initiative, and follows through, seeking support when needed.
• Responds to customer concerns with empathy and a calm, solution-focused approach
• Adapts communication to suit different customer needs and preferences
• Organises and prioritises work to meet agreed service-level targets (SLAs).
• Comfortable using Microsoft Word, Excel, Outlook and telephone systems.
• Experience within vehicle security, automotive, telematics, technology, or subscription-based services.
• Experience using Salesforce is desirable.
• Hybrid working environment.
• Competitive salary and benefits package.
• Competitive Parental leave.
• Place strong emphasis on wellbeing and mental wealth.
• Opportunity to make a direct impact on the customer experience.
• Career development and progression opportunities.
• Supportive and collaborative working environment.
• Training and ongoing professional development.

Other qualifications considered a plus:

• Experience within vehicle security, automotive, telematics, technology, or subscription-based services.
• Experience using Salesforce is desirable.

What We Offer

• Hybrid working environment.
• Competitive salary and benefits package.
• Competitive Parental leave.
• Place strong emphasis on wellbeing and mental wealth.
• Opportunity to make a direct impact on the customer experience.
• Career development and progression opportunities.
• Supportive and collaborative working environment.
• Training and ongoing professional development.