Technical Complaint Advisor

Interaction Recruitment Group; Warrington; On-site; GBP 25,000 - 31,000; Full time

Job summary

Interaction Recruitment Group is seeking a Technical Customer Experience Executive in Warrington. The role focuses on analysing customer feedback, monitoring service performance and driving improvements across the customer journey.

You will collaborate with multiple teams to resolve repairs issues and enhance service delivery. The ideal candidate has strong customer service skills, understands technical repairs or service delivery, and can translate data into actionable improvements while

Qualifications

• Strong customer-first mindset with focus on service quality.
• Experience understanding technical repairs or service delivery.
• Ability to analyse data, feedback and performance trends.
• Excellent problem-solving and root-cause analysis.
• Confident communication across teams and with stakeholders.
• Proactive in identifying issues and driving improvements.
• Good organisation to manage competing priorities.

Responsibilities

• Analyse customer feedback, complaints and service performance to identify trends and improvement areas.
• Produce and review SLA reports and performance data.
• Investigate complaints, identify root causes and help implement solutions.
• Review technical repair-related issues with operations and technical teams to resolve them.
• Identify opportunities to improve customer journey and service delivery.
• Monitor KPIs related to customer satisfaction and retention.
• Collaborate with internal teams and external partners to maintain high service standards.
• Recommend and support process improvements to enhance efficiency and experience.
• Present findings and recommendations to stakeholders.

Skills

Customer service

Analytical skills

Problem solving

Communication

Organisational skills

Stakeholder management

Weekend flexibility

Job description

Location: Warrington
Salary: Up to £28,000 per annum
Working hours: Monday to Friday, with occasional weekends. Flexibility with working hours is essential.

We're looking for a Technical Customer Experience Executive to join a busy customer experience team in Warrington. This is an exciting opportunity for someone who combines strong customer service skills with an understanding of technical repairs, service delivery and problem-solving.

You'll play a key role in analysing customer feedback, investigating complaints, monitoring service performance and working with different teams to improve processes and deliver an exceptional customer journey.

The Role

As a Technical Customer Experience Executive, your responsibilities will include:

• Analysing customer feedback, complaints and service performance to identify trends and areas for improvement.

• Producing and reviewing SLA reports, management information and performance data.

• Investigating complaints, identifying root causes and helping implement effective solutions.

• Reviewing technical repair-related issues and working with operational and technical teams to resolve them.

• Identifying opportunities to improve the customer journey, service delivery and overall customer satisfaction.

• Monitoring KPIs relating to customer satisfaction, service performance and retention.

• Working collaboratively with internal teams and external partners to maintain high service standards.

• Recommending and supporting process improvements to enhance efficiency and customer experience.

• Presenting findings, insights and recommendations to relevant stakeholders.

• Helping ensure customer and partner requirements are consistently met.

About You

We're looking for someone who understands that great customer experience goes beyond simply resolving an issue. You'll be comfortable investigating the detail, analysing information and finding practical ways to improve how services are delivered.

Ideally, you'll have:

• A strong customer-first mindset and a genuine passion for delivering excellent service.

• An understanding of technical repairs, repair methods or technical service delivery.

• Strong analytical skills and the ability to interpret data, feedback and performance trends.

• Excellent problem-solving skills, with the ability to identify root causes and recommend solutions.

• Confident communication skills and the ability to work with a range of teams and stakeholders.

• A proactive approach to identifying issues and driving improvements.

• Good organisational skills and the ability to manage competing priorities.

• The flexibility to work occasional weekends and adapt working hours to meet business needs.

Experience in any of the following would be advantageous:

• Automotive or accident repair.

• Insurance repairs or claims management.

• Technical customer service or service delivery.

• SLA reporting and performance monitoring.

• Complaint handling, customer insight or process improvement.

• Customer journey mapping or customer experience reporting.

What's on Offer?

• Salary of up to £28,000 per annum.