Customer Liaison Officer

Vizion Network Ltd.; Wellingborough; On-site; GBP 22,000 - 30,000; Full time

Job summary

An established industry player is seeking a dedicated customer service representative to join their dynamic team. In this role, you will be the first point of contact for customers, ensuring their inquiries are handled with professionalism and care. You will process and resolve complaints while adhering to industry guidelines and internal standards. This innovative firm values employee engagement and offers a competitive benefits package, including health initiatives and employee recognition rewards. If you are committed to providing exceptional service and thrive in a collaborative environment, this opportunity is perfect for you.

Benefits

29 Tage Jahresurlaub

Zusätzlicher Geburtstagstag

Mitarbeiterunterstützungsprogramm

Kostenlose Lebensmittel

Kostenlose Parkplätze

Monatliche kostenlose Mittagessen

Wöchentliche Freizeitkleidungstage

Gesundheitsinitiativen

Qualifications

• Mindestens 1 Jahr Erfahrung im Kundenservice, idealerweise in der Beschwerdebehandlung.
• Gute Kenntnisse in Microsoft Office und ausgezeichnete Kommunikationsfähigkeiten.

Responsibilities

• Erster Kontaktpunkt für Kunden und Partner, Bearbeitung von Anfragen professionell.
• Verarbeitung und Lösung von Beschwerden gemäß FCA-Richtlinien.

Skills

Kundenservice

Microsoft Office

Kommunikationsfähigkeiten

Beziehungsmanagement

Planungs- und Organisationsfähigkeiten

Education

GCSE in Mathematik

GCSE in Englisch

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.