Customer Relations Advisor

3 weeks ago


Leeds, United Kingdom Cox Automotive Full time

**The Role**

The Customer Services Team is a busy and integral part of Cox Automotive.

The Central Complaints department sits alongside our Legal and Finance teams and supports teams across the UK managing escalated complaints from first point of contact through to resolution.

The purpose of the Central Complaints team is to provide exemplary complaint resolution and customer service to ensure a reasonable and consistent approach for our customers and to instil confidence that all issues are addressed with a “get it right first time” strategy to promote customer satisfaction and avoid repeat complaints.

**Scope of Role**:
The Customer Relations Advisor will provide the highest level of customer care, service, and resolution, supporting high profile cases, and escalations to our leadership team. All work will be in line with our customer and business Key Performance Indicators (KPI’s) whilst continually maintaining Cox Automotive’s Service Delivery strategy, recommending improvements where necessary.

**Objectives for Role**:

- Owning and managing customer issues and complaints from first point of contact through to resolution ensuring customers are kept informed at all times.
- All customer issues and complaints to be resolved in a timely and efficient manner whilst minimising financial loss for the business.
- Making it easy for customers to raise issues and complaints.
- Work in line with KPI’s ensuring the team remain compliant always.
- Accurately record complaints received, handled and resolution in line with Compliance and business guidelines.
- Produce case studies each month, which will highlight corrective action or potential process improvements required.
- Build great relationships with stakeholders and be a point of contact for all colleagues across the business offering support and advice on complaint handling.
- Encourage and promote complaints best practice throughout the business.
- Work closely with the Senior Customer Relations Advisors, Legal and Compliance teams to ensure our complaint resolution is in line with our Terms and Conditions and FCA/ TCF guidelines.
- Take ownership of your personal development
- To be a role model of Cox Automotive guiding principles within the team and portray a proactive, enthusiastic and approachable manner to drive internal engagement

**Skills, Knowledge and Experience**:

- Good investigative skills and attention to detail
- Decision making skills with the ability to find the root cause
- Ability to handle multiple ongoing cases and an ability to prioritise an ever-changing workload
- Perform well under pressure and to time constraints
- Strong communication skills including interpersonal and influencing skills to motivate and engage multiple key stakeholders across the business and wider group
- Ability to converse at all levels including Senior Leaders
- Excellence in complaint handling, resolution, and compliance
- Competent in negotiation and objection handling
- Capability to define and regulate complaint management standards FCA/TCF
- Ability to pre-empt potential customer problems and issues before they escalate
- Letter writing skills desirable
- Experiencing use of Microsoft Office, including Word and Excel
- Resilience in the face of feedback or set-backs
- Ability to adapt to change quickly
- Motor industry knowledge desirable but not essential

**_
STRICTLY NO AGENCIES PLEASE_**
- We work with a carefully selected set of recruitment agencies and we're not looking to add to our PSL._
- We do not accept unsolicited agency CV's sent to the recruitment team or directly to the hiring manager. We will not be responsible for any fees related to unsolicited CV's._
- #INDAR_

Cox Automotive is the world’s largest automotive service organisation. We
provide dependable solutions that improve performance and profitability
throughout the vehicle lifecycle to manufacturers, fleets, and retailers.
Our businesses are organised around our customers’ core needs across vehicle
solutions, mobility, remarketing, funding, and retail.



  • Leeds, United Kingdom The Caraires Consultancy Full time

    **Monday 9.00am - 5.30pm (37.5 hours per week)** **£26,555 p/a** **Permanent** Our client has an exciting opportunity to join the customer service team as a customer relations advisor. The central complaints department supports teams across the UK managing escalated complaints from first point contact through to resolution. The customer relations advisor...


  • Leeds, United Kingdom The Caraires Consultancy Full time

    Monday 9.00am - 5.30pm (37.5 hours per week)£26,555 p/aPermanent Our client has an exciting opportunity to join the customer service team as a customer relations advisor. The central complaints department supports teams across the UK managing escalated complaints from first point contact through to resolution. The customer relations advisor will provide the...


  • Leeds, United Kingdom Switch Advisor Ltd Full time

    We are seeking a motivated and customer-focused individual to join our team as a Customer Service Advisor. As a pivotal member of our organization, you will be responsible for ensuring exceptional customer experiences through efficient communication and problem-solving skills. **Responsibilities**: - Provide exceptional customer service to clients via...


  • Leeds, United Kingdom Switch Advisor Ltd Full time

    We are seeking a motivated and detail-oriented individual to join our team as a Customer Service Advisor. In this role, you will work closely with the sales and marketing teams to support various initiatives, contributing to the overall success of the company. **Duties**: - Building and maintaining strong, long-lasting customer relationships - Handling...


  • Leeds, United Kingdom Cox Automotive Full time

    The Customer Services Team is a busy and integral part of Cox Automotive. The Central Complaints department sits alongside our Legal and Finance teams and supports teams across the UK managing escalated complaints from first point of contact through to resolution. The purpose of the Central Complaints team is to provide exemplary complaint resolution and...


  • Rothwell, City and Borough of Leeds, United Kingdom The Caraires Consultancy Full time

    Monday 9.00am - 5.30pm (37.5 hours per week)£26,555 p/aPermanentOur client has an exciting opportunity to join the customer service team as a customer relations advisor. The central complaints department supports teams across the UK managing escalated complaints from first point contact through to resolution.The customer relations advisor will provide the...


  • Leeds, United Kingdom Switch Advisor Consultants Full time

    **About us** Switch Advisor Consultants is a small business in Leeds. We are customer-centric, social and supportive. Our work environment includes: - Casual work attire - On-the-job training - Safe work environment - Regular social events **Responsibilities**: - Handle customer inquiries and complaints in a professional manner. - Provide accurate and...


  • Leeds, United Kingdom Switch Advisor Consultants Full time

    **About us** Switch Advisor Consultants is a small business in Leeds. We are customer-centric, social and supportive. Our work environment includes: - Casual work attire - On-the-job training - Safe work environment - Regular social events **Responsibilities**: - Handle customer inquiries and complaints in a professional manner. - Provide accurate and...


  • Leeds, United Kingdom Switch Advisor Consultants Full time

    **About us** Switch Advisor Consultants is a small business in Leeds. We are customer-centric, social and supportive. Our work environment includes: - Casual work attire - On-the-job training - Safe work environment - Regular social events **Responsibilities**: - Handle customer inquiries and complaints in a professional manner. - Provide accurate and...


  • Leeds, United Kingdom Antony James Recruitment Ltd Full time

    A leading Health Care Firm based in Leeds is seeking a National Employee Relations Advisor to join their team with a salary of £30,000 - £34,000 on offer. This role comes with a great perks package and the opportunity to work with an excellent medical firm. **What does the role entail?** Your role as a National ER advisor is to lead on all Employee...


  • Leeds, United Kingdom Lucy Walker Recruitment Full time

    We are working with a fantastic national organisation who are seeking to recruit x 3 experienced Customer Relations Adviser's to join their team on a permanent basis. Working on a hybrid model 9-5.30 Monday-Friday, the successful candidates will be joining an established and supportive team where you will provide support and guidance to their customers and...


  • Leeds, United Kingdom Lucy Walker Recruitment Full time

    We are working with a fantastic national organisation who are seeking to recruit x 3 experienced Customer Relations Adviser's to join their team on a permanent basis. Working on a hybrid model 9-5.30 Monday-Friday, the successful candidates will be joining an established and supportive team where you will provide support and guidance to their customers and...


  • Leeds, United Kingdom Barclay Meade Full time

    The Employee Relations Advisor reports to the HR Manager and is responsible for all employee relations matters for the organisation. Employee Relations Advisor Responsibilities: - Providing technical support on Employee Relations (ER) activities such as; grievances, redundancies, disciplinaries, performance management and absenteeism - Ensuring Line...


  • Leeds, United Kingdom Lucy Walker Recruitment Ltd Full time

    We are working with a fantastic national organisation who are seeking to recruit x 3 experienced Customer Relations Adviser's to join their team on a permanent basis. Working on a hybrid model 9-5.30 Monday-Friday, the successful candidates will be joining an established and supportive team where you will provide support and guidance to their customers and...


  • Leeds, United Kingdom OneMedicalGroup Full time

    OneMedical Group is looking for an **Employee Relations Advisor **to join our **People Function team **at **Bank Top Support Centre **.


  • Leeds, United Kingdom Northern Trains Full time

    **BUSINESS FUNCTION**:People **GRADE**:ML1/SB1 **SALARY**:£34,060 - £40,508 per annum **ROLE TYPE**:Hybrid **HOURS**:37 per week **Is developing a positive workplace culture and navigating complex ER matters ‘Your Thing’?** - We are looking for a tenacious and people-centric individual to join the People Team, as an Employee Relations Advisor. If...


  • Leeds, United Kingdom G2 Legal Limited Full time

    **Customer Service Advisor - Leeds -£18,000 - £23,000** Are you an experienced Customer Service Advisor looking to secure a new role? I have an exciting and rare opportunity with a national law firm, for a Customer Service Advisor to join their central Leeds team. To be considered for this role you must have 6 months+ experience in a telephone-based...


  • Leeds, United Kingdom BCS - Goole Full time

    Bailey Employment Services are currently recruiting for Customer Service Advisors for Lloyds Banking Group in Leeds. Could you help Lloyds Banking Group become the best bank for customers? As one of the UK's leading financial services Groups, Lloyds Banking Group are currently seeking motivated and enthusiastic individuals to become a part of their...


  • Leeds, United Kingdom Antony James Recruitment Ltd Full time

    **Employee Relations Advisor** Our client encourages everybody to bring their whole self to work and to be their own person. Their teams form communities, ones where they have creative thinkers and doers who enable then to achieve the mission, they have set themselves. They can only achievetheir mission through there incredible people. Our client is...


  • Leeds, United Kingdom Huntress Full time

    My client a household name in East Leeds is looking for some immediate customer service advisors! Full time on going 2-4 weeks Duties include: - Responding to trust pilot comments to ensure customer concerns are fully resolved - Work across multiple systems to ensure orders are processed and queries are logged and resolved. - Producing reporting updates...