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Customer Liaison Officer
Location: Wellingborough, site based
Salary: £25,954 per annum
Hours: 37.5 hours per week, Monday to Friday plus 1 in 6 Saturdays (8.30am - 12.30pm)
Our client is a forward-thinking organisation dedicated to fostering a positive and inclusive workplace culture. Located in Hull and Wellingborough, they pride themselves on their commitment to employee development, wellbeing, and innovation.
Their mission is to attract, develop, and retain exceptional talent by fostering a diverse, inclusive, and respectful workplace where every employee feels valued, respected, and empowered.
They champion equity, recognising that their strength lies in the unique backgrounds, perspectives, and talents of their people.
Through transparent practices, continuous development, and meaningful engagement, they strive to create an environment where all employees can thrive and contribute to their shared success.
The Role
The administration and resolution of Expressions of Dissatisfaction emanating from motor claims relating to vehicle accidental damage. Working as part of the Customer Support Team to deliver the highest possible standards of customer service, with the ability to follow individual brand/client requirements and directives, and service level agreements and performance targets are achieved.
Key Responsibilities
- Act as a first level point of contact for customers, clients, repair network members, suppliers and partners.
- Receive incoming calls/emails and act promptly, dealing with all enquiries or actions in a professional manner.
- Process and resolve expressions of dissatisfaction within FCA guidelines and internal/external SLAs.
- Ensure the accurate and detailed recording of all information utilising the company's management systems so as to provide comprehensive audit trails.
- Highlight to line manager any potential process improvements across departments and the network to reduce the level of EODs.
- Communicate with all internal departments as required for the resolution of an EOD.
- Through continuous improvement, identify potential company training requirements which would assist in the reduction of repeat failures.
- All Pending and In Progress EODs to be reviewed as first task each day
- To meet agreed targets.
- Manage your daily workload to ensure efficiency is maintained.
- The completion of other duties as required from time to time by the Management Team.
- Adhere to stated Company Policies and Procedures and carry out all duties in a way which is consistent with their client's values Promote data security in and outside of the business at all times, strict adherence to DPA and information security standards.
- To promote their business and that of their clients by providing exceptional and friendly service at all times.
Skills and Qualifications
- Good knowledge of Microsoft Office.
- GCSE Maths and English.
- Excellent telephone manner.
- Ability to build and maintain relationships.
- Ability to work to agreed deadlines, targets and objectives.
- Ability to work as part of a team as well as autonomously to a high level of accuracy.
- Good planning and organisational skills.
- First class communication skills.
- Good decision maker.
- Commitment to providing a first-class service to customers, suppliers and partners.
- At least 1-year customer service experience.
- Experience of handling customer complaints.
Benefits
- Employee health and benefits scheme, including anonymous counselling service, 24/7 GP service, retail and gym discounts and medical cashback scheme
- 21 days annual leave
- Additional birthday holiday
- Holiday purchase scheme
- Performance based salary increments
- Fun Company events and functions
- Free parking
- Monthly free food days
- Close to shops and amenities
- Reward and recognition
To Apply
If you feel you are a suitable candidate and would like to work for this reputable company, please click apply to be redirected to their website to complete your application.
