Insight, Triage & 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

Insight, Triage & Complaint Advisor

Location: Warrington
Department: Customer Relationships / Customer Insight
Reporting to: Technical Customer Experience Manager

About the Role

Are you passionate about delivering excellent customer service and making sure customers feel heard?

We’re looking for an Insight, Triage & Complaint Advisor to join our Customer Relationships team in Warrington. This is a customer-focused role where you’ll be responsible for contacting customers following the completion of their vehicle repair, understanding their experience, gathering valuable feedback, and making sure any concerns are dealt with quickly and professionally.

You’ll play an important role in helping us deliver an outstanding customer journey — from encouraging positive feedback and online reviews to identifying concerns, resolving issues, and escalating matters where appropriate.

About ABL 1 Touch

ABL 1 Touch, part of the ABL Group, specialises in end-to-end accident repair management.

Established in 1994, we have built a strong reputation within the insurance repair industry for quality workmanship, operational excellence and outstanding customer service.

We work closely with insurers, brokers and customers to manage claims efficiently, always keeping the customer experience at the heart of what we do.

What You'll Be Doing

• Contact customers following completion of their vehicle repair to understand their experience and level of satisfaction.

• Encourage customers to complete surveys and, where appropriate, leave positive online reviews.

• Build positive relationships with customers through professional, friendly and empathetic communication.

• Listen carefully to customer feedback and identify any concerns or areas of dissatisfaction.

• Resolve customer concerns wherever possible, ensuring customers feel supported throughout the process.

• Escalate unresolved complaints or issues to the appropriate team or manager.

• Accurately record customer feedback, contact details, outcomes and any follow-up actions.

• Identify recurring feedback, trends and opportunities to improve the customer experience.

• Work closely with operational teams and the Customer Relations Executive to support effective issue resolution.

• Share valuable customer insight with relevant teams to help drive continuous improvement.

What We're Looking For

We're looking for someone who is confident, customer-focused and comfortable speaking to customers over the telephone.

You'll ideally have:

• Previous experience in customer service or a customer-facing role.

• Excellent communication and interpersonal skills.

• A confident and professional telephone manner.

• Experience making outbound calls.

• The ability to listen, understand customer concerns and respond appropriately.

• Strong attention to detail when recording information.

• Good IT skills and confidence using computer systems.

• The ability to work effectively in a busy, fast-paced environment.

• A calm and empathetic approach when dealing with challenging conversations or negative feedback.

• Good organisation skills, with the ability to manage follow-ups and actions effectively.

Desirable Experience

It would be advantageous if you have experience in:

• A call centre or contact centre environment.

• Outbound customer calling.

• Complaint handling or service recovery.

• Customer feedback and satisfaction processes.

• The automotive or accident repair industry.

• Insurance repair or claims environments.

What You'll Bring

Most importantly, you'll be someone who genuinely cares about the customer experience.

You'll be professional, approachable and resilient, with the confidence to have difficult conversations when required. You'll be proactive in finding solutions, organised in your approach and comfortable working collaboratively with colleagues across the business.

If you're someone who enjoys speaking to people, solving problems and turning customer feedback into positive change, we'd love to hear from you.

Join ABL 1 Touch

This is an exciting opportunity to join a growing team and play a key role in helping us understand our customers, resolve concerns and continually improve the service we provide.