Customer Liaison Officer

Vizion Network Limited; Wellingborough; On-site; GBP 20,000 - 30,000; Full time

Job summary

An established industry player seeks a dedicated Customer Support Representative to enhance service excellence. In this role, you will be the first point of contact for customers, handling inquiries and resolving complaints with professionalism and efficiency. You will work closely with various departments to ensure compliance with service level agreements while promoting a culture of continuous improvement. This position offers a dynamic work environment with a strong focus on employee engagement and collaboration. Join a growing team that values diversity and is committed to providing exceptional service to its clients and partners.

Benefits

29 days annual leave

Additional birthday holiday

Holiday Purchase Scheme

Employee Assistance Programme

Company events and functions

Free food days

Free parking

Close to shops and amenities

Qualifications

• At least 1 year of customer service experience is required.
• Good knowledge of Microsoft Office is essential.

Responsibilities

• Act as a first point of contact for customers and clients.
• Process and resolve expressions of dissatisfaction promptly.
• Communicate with internal departments for resolution.

Skills

Microsoft Office

Customer Service

Telephone Etiquette

Relationship Building

Planning and Organisational Skills

Education

GCSE Maths

GCSE English

Job description

• 29 days annual leave, including statutory bank holidays
• Additional birthday holiday day.
• Holiday Purchase Scheme (on completion of probation period).
• Employee Assistance Programme, including counselling and 24/7 GP.
• Company events and functions.
• Free food days.
• Free parking.
• Close to shops and amenities

Purpose

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.

Role Profile

• 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 our 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 our business and that of our clients by providing exceptional and friendly service at all times

Person Specification
You will have...

• 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
• Commitment to providing a first-class service to customers, suppliers and partners
• At least 1-year customer service experience
• Experience of handling customer complaints

To apply, please send a copy of your covering letter and CV to [e-mail]

Industry Recognised, Award Winning - a true team contribution

Vizion continues to be awarded as an industry leader and innovator by both bodyshop magazine and ABP, two of the industry's media giants and voted by repairers and industry gurus. We strive to maintain this achievement through employee engagement and collaboration.

Want to join a growing team? We look forward to meeting you!

Diversity and inclusion are the cornerstone of our culture and a fundamental part of our overall growth strategy.

We create healthy work environments for our employees, regardless of their gender, sexual orientation, disability, age, or ethnicity.

Employee benefits and rewards

Vizion offers a competitive benefits package which includes 24/7 GP access, reimbursement of health costs and shopping rewards.

Vizion also offers Employee Recognition rewards, weekly dress down days, monthly free lunches and health initiatives such as free fruit days.

Great leadership to help you thrive

Vizion is recognised as an industry leader across the automotive sector for innovation, solutions and our reputation within and across the industries in which we operate. Our leadership is often acknowledged by leading publications and professional organisations.