Technical Complaints Advisor

ABL 1 Touch Group Ltd; Warrington; On-site; GBP 35,000 - 48,000; Full time

Job summary

ABL 1 Touch Group Ltd in Warrington is seeking a Technical Customer Experience Executive to join the Customer Experience team. The role focuses on using technical knowledge, customer insight, data and complaint trends to drive improvements in service and the overall customer journey.

You will work with operations, production, technical support and partner teams to resolve issues and implement enhancements that benefit customers and business partners.

Qualifications

• Strong understanding of customer experience principles.
• Technical knowledge of repair methods and service delivery.
• Excellent analytical skills to interpret feedback and trends.
• Experience turning insights into practical improvements.
• Clear communication and stakeholder influencing abilities.
• Collaborative mindset across operations, technical support and partners.

Responsibilities

• Produce and analyse SLA reporting for insurers, partners and sites.
• Analyse feedback to identify trends and root causes.
• Investigate and resolve complaints and share lessons learned.
• Provide insight on technical repair-related complaints to teams.
• Map the customer journey to identify pain points.
• Collaborate with support, production and operations to resolve issues.
• Support customer training and access to resources.
• Develop and monitor KPIs for satisfaction, retention and performance.
• Champion customer advocacy in business decisions.
• Identify and implement process improvements for efficiency and compliance.
• Ensure adherence to partner and insurer requirements.
• Present insights and recommendations to stakeholders.

Skills

Technical knowledge

Customer insight

Data analytics

Complaint trends

Communication

Problem solving

Cross-functional collaboration

Job description

Are you passionate about customer experience and have a strong understanding of technical repair and service delivery?

We’re looking for a Technical Customer Experience Executive to join our Customer Experience team in Warrington. This is a key role focused on using technical knowledge, customer insight, data and complaint trends to identify opportunities for improvement and help us deliver an exceptional experience for both customers and business partners.

You’ll work closely with operational, production, technical support and partner teams to understand service performance, identify root causes, resolve issues and implement improvements that make a genuine difference to the customer journey.

This is an ideal opportunity for someone who can combine technical understanding with strong analytical, communication and problem-solving skills.

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

• Produce and analyse SLA reporting and management information for insurers, partners and operational sites.
• Analyse customer, supplier and partner feedback to identify trends, root causes and opportunities for improvement.
• Support the investigation and resolution of complaints, ensuring lessons learned are shared across the business.
• Analyse technical repair-related complaints and provide insight to operational and production teams.
• Map and review the customer journey to identify key touchpoints, pain points and opportunities to improve service delivery.
• Work collaboratively with technical support, production and operational teams to resolve service issues quickly and effectively.
• Support customer training and support initiatives, ensuring customers have access to the resources and assistance they need.
• Develop and monitor KPIs covering customer satisfaction, retention, service performance and product or service usage.
• Champion customer advocacy and ensure customer needs are considered when business decisions are made.
• Identify and implement process improvements that enhance efficiency, compliance and the overall customer experience.
• Monitor activity to ensure the business remains compliant with relevant partner and insurer requirements.
• Present customer insight, performance information and recommendations clearly to relevant stakeholders.

What We’re Looking For:

We're looking for someone who understands that great customer experience starts with understanding the detail behind the service being delivered.

You’ll ideally have:

• A strong understanding of customer experience principles and a genuine customer-first mindset.
• Technical knowledge of repair methods, repair solutions and service delivery processes.
• Strong analytical skills, with the ability to interpret customer feedback, complaint trends, SLA performance and management information.
• Experience identifying root causes and turning insight into practical improvement actions.
• Excellent communication skills, with the confidence to present information and recommendations clearly.
• Strong problem-solving skills and the ability to anticipate potential issues before they impact customers.
• Experience working collaboratively with operational, technical, support and partner teams.
• The ability to influence others and champion a customer-centric approach across the business.
• A practical and commercially aware approach to problem-solving and service improvement.

It would be advantageous if you have experience in:

• Accident repair or automotive environments.
• Insurance repair or claims management.
• Technical customer service or technical service environments.
• Partner or insurer reporting and SLA requirements.
• Customer feedback and insight programmes.
• Complaint analysis and service improvement initiatives.
• Developing or monitoring customer experience KPIs

What You’ll Bring

You’ll be proactive, analytical and commercially aware, with the confidence to challenge existing processes and find better ways of doing things.

You’ll be comfortable working with data and technical information, but equally confident building relationships and communicating with people across different areas of the business.

We’re looking for someone who is resilient, tenacious and solutions-focused — someone who will take ownership of an issue, work collaboratively to understand it and see it through to completion.

Most importantly, you’ll have a genuine passion for improving the customer and partner experience and the ability to turn customer insight into meaningful action.

Join ABL 1 Touch

This is an exciting opportunity to join a growing organisation and play a key role in shaping how we deliver customer and partner experiences.

If you have the technical knowledge, analytical ability and customer-focused mindset to help us identify opportunities, solve problems and drive continuous improvement, we'd love to hear from you.