Solus Accident Repair Centres
Customer Liaison Manager
Job Location
Warrington, United Kingdom
Job Description
Overview
The role involves taking expert responsibility for managing and improving the performance of multiple sites, with a particular focus on handling customer complaints and expressions of dissatisfaction (EOD) include ensuring thorough and fair investigations of all complaints within agreed service standards, liaising with work providers to align services with their expectations, and accurately recording all complaints and their outcomes.
Responsibilities
The Role:
Assume expert responsibility for the management and performance of sites specifically when dealing with customer complaints or expressions of dissatisfaction (EOD)
Ensure that all customer complaints and EODs are thoroughly and fairly investigated within agreed service standards
Liaise with work providers and ensure that the service provided is in line with their expectations/obligations
Work with sites and ensure that all complaints/EODs are accurately recorded including any outcomes/compensation payments
Be an escalation point both internally and for work providers where dissatisfaction has been expressed
Support the sites that require additional guidance to assist with problem solving and decision making
Review and improve templates to ensure they meet the needs of each individual customer
Mentor new joiners and existing staff around the company in complaints and EOD policies and processes
Carry out root cause analysis of complaints and customer feedback and make recommendations for process improvements across the organisation
Produce departmental reports and analyse KPIs for performance improvement
Provide cover to sites when required to ensure any complaints or EODs do not get left unattended
Always promoting data security in and outside of the business, with strict adherence to DPA, GDPR, and information security standards
Prepare for and manage internal and external audits
Comply with company and Aviva procedures
Comply with FCA complaints handling principles and policies as required by work providers
Maintain an up to date understanding of Solus and industry operating systems
Always promote a positive Company image
Qualifications
Desirable qualifications and experience:
Experience of customer service facing role
Experience of complaints handling
Good understanding of the FCA complaints handling principles & processes
Who are Solus and what can they do for you?
Solus is one of the largest body repair groups in the country, wholly owned by Aviva employing over 1000 expert people across 25 UK locations and have repaired over 700,000 vehicles in the last 15 years.
Competitive bonus
Group income protection with access to a GP and medical advice 24 hours per day for yourself and your family
Our excellent benefits and rewards packages
Competitive employer matched pension contributions
Discounts on Aviva products and services
Savings and benefits schemes
Discounts and schemes for electric vehicle purchase for all employees
Holding several main manufacturer approvals - Jaguar, Land Rover, Mercedes Benz, BMW, Mini, and Volkswagen
Well known for prestigious award winning in the industry, customer service, apprenticeships, and IT systems fields
Links with Thatcham to get the best products and training here in the UK
We have a variety of locations, hours and working patterns to suit our customers, business, and you.
We interview every disabled applicant who meets the minimum criteria for the job.
Excited but not sure you tick every box? We are inclusive - we want applications from people with diverse backgrounds and experiences. We are looking for individuals who can grow and support our business and we expect to do the same for you.
We recognise that we can only achieve our vision with the dedication and collaboration of our specialists. This is an excellent time to join a rapidly growing business and help us to shape the future.
What next?
Please apply online and our recruitment team will be in contact within 7 days
Location: Warrington, GB
Posted Date: 9/28/2024
The role involves taking expert responsibility for managing and improving the performance of multiple sites, with a particular focus on handling customer complaints and expressions of dissatisfaction (EOD) include ensuring thorough and fair investigations of all complaints within agreed service standards, liaising with work providers to align services with their expectations, and accurately recording all complaints and their outcomes.
Responsibilities
The Role:
Assume expert responsibility for the management and performance of sites specifically when dealing with customer complaints or expressions of dissatisfaction (EOD)
Ensure that all customer complaints and EODs are thoroughly and fairly investigated within agreed service standards
Liaise with work providers and ensure that the service provided is in line with their expectations/obligations
Work with sites and ensure that all complaints/EODs are accurately recorded including any outcomes/compensation payments
Be an escalation point both internally and for work providers where dissatisfaction has been expressed
Support the sites that require additional guidance to assist with problem solving and decision making
Review and improve templates to ensure they meet the needs of each individual customer
Mentor new joiners and existing staff around the company in complaints and EOD policies and processes
Carry out root cause analysis of complaints and customer feedback and make recommendations for process improvements across the organisation
Produce departmental reports and analyse KPIs for performance improvement
Provide cover to sites when required to ensure any complaints or EODs do not get left unattended
Always promoting data security in and outside of the business, with strict adherence to DPA, GDPR, and information security standards
Prepare for and manage internal and external audits
Comply with company and Aviva procedures
Comply with FCA complaints handling principles and policies as required by work providers
Maintain an up to date understanding of Solus and industry operating systems
Always promote a positive Company image
Qualifications
Desirable qualifications and experience:
Experience of customer service facing role
Experience of complaints handling
Good understanding of the FCA complaints handling principles & processes
Who are Solus and what can they do for you?
Solus is one of the largest body repair groups in the country, wholly owned by Aviva employing over 1000 expert people across 25 UK locations and have repaired over 700,000 vehicles in the last 15 years.
Competitive bonus
Group income protection with access to a GP and medical advice 24 hours per day for yourself and your family
Our excellent benefits and rewards packages
Competitive employer matched pension contributions
Discounts on Aviva products and services
Savings and benefits schemes
Discounts and schemes for electric vehicle purchase for all employees
Holding several main manufacturer approvals - Jaguar, Land Rover, Mercedes Benz, BMW, Mini, and Volkswagen
Well known for prestigious award winning in the industry, customer service, apprenticeships, and IT systems fields
Links with Thatcham to get the best products and training here in the UK
We have a variety of locations, hours and working patterns to suit our customers, business, and you.
We interview every disabled applicant who meets the minimum criteria for the job.
Excited but not sure you tick every box? We are inclusive - we want applications from people with diverse backgrounds and experiences. We are looking for individuals who can grow and support our business and we expect to do the same for you.
We recognise that we can only achieve our vision with the dedication and collaboration of our specialists. This is an excellent time to join a rapidly growing business and help us to shape the future.
What next?
Please apply online and our recruitment team will be in contact within 7 days
Location: Warrington, GB
Posted Date: 9/28/2024
Contact Information
| Contact | Human Resources Solus Accident Repair Centres |
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