Customer Liaison Officer

Vizion Network; Wellingborough; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Health and wellbeing scheme

21 days annual leave

Birthday holiday

Performance-based salary increments

Free parking

Monthly free food days

Job summary

Vizion Network in Wellingborough is seeking a customer support professional to manage expressions of dissatisfaction on motor claims. You will act as a first level contact for customers, record details, and ensure responses meet FCA guidelines and SLAs.

Daily tasks include handling calls and emails, collaborating with repair networks and internal teams, and contributing to process improvements while maintaining data security and high service standards.

Qualifications

• Microsoft Office knowledge is required.
• GCSE Maths and English are required.
• Excellent telephone manner.
• Ability to build and maintain relationships.
• Ability to work to deadlines and targets.
• Able to work as part of a team or autonomously with high accuracy.
• Strong planning and organisational skills.
• First-class communication skills.
• At least 1 year of customer service experience.
• Experience handling customer complaints.

Responsibilities

• Act as a first level contact for customers, clients, repair network members, suppliers and partners.
• Receive incoming calls/emails and respond promptly and professionally.
• Process and resolve expressions of dissatisfaction within FCA guidelines and SLAs.
• Record all information accurately in management systems for audit trails.
• Identify potential process improvements to reduce EODs across departments.
• Communicate with internal departments to resolve EODs.
• Promote data security and adhere to DPA and information security standards.
• Meet agreed targets and manage daily workload.

Skills

Microsoft Office

Customer service

Telephone manners

Communication

Teamwork

Organisational skills

Decision making

Relationship building

Attention to detail

Education

GCSE Maths and English

Job description

Location: Wellingborough

Salary: £26,992 per annum

Vacancy Type: Permanent, Full Time (37.5 hours per week, Monday to Friday plus 1 in 6 Saturdays (8:30am – 12:30pm)

Vizion Network is a forward-thinking organisation dedicated to fostering a positive and inclusive workplace culture. Located in Hull and Wellingborough, we pride ourselves on our commitment to employee development, wellbeing, and innovation.

Our 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.

We champion equity, recognising that our strength lies in the unique backgrounds, perspectives, and talents of our people.

Through transparent practices, continuous development, and meaningful engagement, we strive to create an environment where all employees can thrive and contribute to our shared success.

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

• 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.

What we offer

• 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 holidayHoliday 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