Technical CX & Complaints Insights Specialist

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

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.