Technical CX Specialist - Insight-Driven Service

ABL 1 Touch Group Limited; Warrington; Hybrid; GBP 32,000 - 42,000; Full time

Job summary

ABL 1 Touch Group Limited in Warrington is seeking a Technical Customer Experience Executive to join the Customer Experience team. This role focuses on applying technical knowledge, customer insight and data to identify opportunities to improve service delivery for customers and business partners.

You will work with production, technical support and partner teams to understand performance, investigate issues, map the customer journey and implement improvements that enhance satisfaction,

Qualifications

• Understanding of customer experience principles and a customer-first mindset.
• Technical knowledge of repair methods and service delivery processes.
• Strong analytical skills to interpret feedback, trends and MIS.

Responsibilities

• Produce and analyse SLA reporting and management information for insurers, partners and sites.
• Analyse feedback to identify trends, root causes and improvement opportunities.
• Support investigation and resolution of complaints and share lessons learned across the business.
• Analyse technical repair-related complaints and provide insight to operational teams.
• Map and review the customer journey to identify pain points and opportunities to improve service delivery.
• Collaborate with technical support and production teams to resolve service issues quickly.
• Support customer training and resources to ensure access to assistance.

Skills

Customer experience

Data analysis

Complaint handling

SLA reporting

Root cause analysis

Cross-functional collaboration

Job description

ABL 1 Touch Group Limited in Warrington is seeking a Technical Customer Experience Executive to join the Customer Experience team. This role focuses on applying technical knowledge, customer insight and data to identify opportunities to improve service delivery for customers and business partners.

You will work with production, technical support and partner teams to understand performance, investigate issues, map the customer journey and implement improvements that enhance satisfaction,