Customer Liaison Officer
SKILLS
FULL DESCRIPTION
Summary
The administration and resolution of Expressions of Dissatisfaction emanating from motor claims relating to vehicle accidental damage. Working as part of the Customer Support Team to deliver the highest possible standards of customer service, with the ability to follow individual brand/client requirements and directives, and service level agreements and performance targets are achieved.
Key Responsibilities/Duties:
- Act as a first level point of contact for customers, clients, repair network members, suppliers and partners
- Receive incoming calls/emails and act promptly, dealing with all enquiries or actions in a professional manner
- Process and resolve expressions of dissatisfaction within FCA guidelines and internal/external SLAs
- Ensure the accurate and detailed recording of all information utilising the company's management systems so as to provide comprehensive audit trails
- Highlight to line manager any potential process improvements across departments and the network to reduce the level of EODs.
- Communicate with all internal departments as required for the resolution of an EOD.
- Through continuous improvement, identify potential company training requirements which would assist in the reduction of repeat failures.
- All Pending and In Progress EODs to be reviewed as first task each day
- To meet agreed targets
- Manage your daily workload to ensure efficiency is maintained
- The completion of other duties as required from time to time by the Management Team
- Adhere to stated Company Policies and Procedures and carry out all duties in a way which is consistent with our client's values Promote data security in and outside of the business at all times, strict adherence to DPA and information security standards
- To promote our business and that of our clients by providing exceptional and friendly service at all times
Core Requirements/Qualifications/Skills:
- Good knowledge of Microsoft Office
- GCSE Maths and English
- Excellent telephone manner
- Ability to build and maintain relationships
- Ability to work to agreed deadlines, targets and objectives
- Ability to work as part of a team as well as autonomously to a high level of accuracy
- Good planning and organisational skills
- First class communication skills
- Good decision maker
- Commitment to providing a first-class service to customers, suppliers and partners
- At least 1-year customer service experience
- Experience of handling customer complaints
Benefits
- 29 days annual leave, including statutory bank holidays
- Additional birthday holiday day.
- Holiday Purchase Scheme (on completion of probation period).
- Employee Assistance Programme, including counselling and 24/7 GP.
- Company events and functions.
- Free food days.
- Free parking.
- Close to shops and amenities
Purpose
The administration and resolution of Expressions of Dissatisfaction emanating from motor claims relating to vehicle accidental damage. Working as part of the Customer Support Team to deliver the highest possible standards of customer service, with the ability to follow individual brand/client requirements and directives, and service level agreements and performance targets are achieved.
Role Profile
- Act as a first level point of contact for customers, clients, repair network members, suppliers and partners
- Receive incoming calls/emails and act promptly, dealing with all enquiries or actions in a professional manner
- Process and resolve expressions of dissatisfaction within FCA guidelines and internal/external SLAs
- Ensure the accurate and detailed recording of all information utilising the company's management systems so as to provide comprehensive audit trails
- Highlight to line manager any potential process improvements across departments and the network to reduce the level of EODs.
- Communicate with all internal departments as required for the resolution of an EOD.
- Through continuous improvement, identify potential company training requirements which would assist in the reduction of repeat failures.
- All Pending and In Progress EODs to be reviewed as first task each day
- To meet agreed targets
- Manage your daily workload to ensure efficiency is maintained
- The completion of other duties as required from time to time by the Management Team
- Adhere to stated Company Policies and Procedures and carry out all duties in a way which is consistent with our client's values Promote data security in and outside of the business at all times, strict adherence to DPA and information security standards
- To promote our business and that of our clients by providing exceptional and friendly service at all times
Person Specification
You will have...
- Good knowledge of Microsoft Office
- GCSE Maths and English
- Excellent telephone manner
- Ability to build and maintain relationships
- Ability to work to agreed deadlines, targets and objectives
- Ability to work as part of a team as well as autonomously to a high level of accuracy
- Good planning and organisational skills
- First class communication skills
- Good decision maker
- Commitment to providing a first-class service to customers, suppliers and partners
- At least 1-year customer service experience
- Experience of handling customer complaints
To apply, please send a copy of your covering letter and CV to [contact hidden]