Customer Insight & Complaint Advisor

ABL 1 Touch Group Limited; Warrington; On-site; GBP 21,000 - 27,000; Full time

Job summary

ABL 1 Touch Group Limited in Warrington is seeking an Insight, Triage & Complaint Advisor to join the Customer Relationships team. You will contact customers after their vehicle repair, understand their experience, gather feedback, and ensure concerns are dealt with quickly and professionally.

You will help deliver an outstanding customer journey by encouraging positive feedback and identifying areas for improvement, escalating issues when needed.

Qualifications

• Experience in customer service or customer-facing roles.
• Excellent communication and interpersonal skills.
• Confident and professional telephone manner.
• Experience making outbound calls.
• Strong attention to detail when recording information.

Responsibilities

• Contact customers after vehicle repairs to understand their experience and satisfaction.
• Encourage customers to complete surveys and leave online reviews when appropriate.
• Build positive relationships with customers through professional, friendly and empathetic communication.
• Listen to customer feedback and identify concerns or dissatisfaction areas.
• Resolve customer concerns where possible and ensure customers feel supported.
• Escalate unresolved complaints to the appropriate team or manager.
• Accurately record customer feedback, contact details, outcomes and follow-up actions.
• Identify recurring feedback and opportunities to improve the customer experience.

Skills

Customer service

Outbound calls

Communication

Telephone manner

Empathy

Problem solving

Data recording

Team collaboration

Job description

ABL 1 Touch Group Limited in Warrington is seeking an Insight, Triage & Complaint Advisor to join the Customer Relationships team. You will contact customers after their vehicle repair, understand their experience, gather feedback, and ensure concerns are dealt with quickly and professionally.

You will help deliver an outstanding customer journey by encouraging positive feedback and identifying areas for improvement, escalating issues when needed.