Customer Liaison Officer

4 months ago

Wellingborough, United Kingdom Vizion Network Limited Full time

**Wellingborough**
**£23,998 per annum**

**Purpose**

The Administration and resolution of Expressions of Dissatisfaction resulting from motor claims relating to vehicle accidental damage. Working as part of the Customer Liaison Team to deliver the highest possible standards of customer service, with the ability to follow individual brand/client's requirements and directives, ensuring service level agreements and performance targets are achieved.

**Role**
- Act as a first level point of contact for customers, clients, repair network members, suppliers and partners.
- Process and resolve Expressions of Dissatisfaction within FCA guidelines and internal/external SLA's.
- 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 EOD's.
- 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 EOD's to be reviewed as first task each day.
- To meet agreed targets.
- To manage your daily workload to ensure efficiency is maintained.
- Completion of 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 out of the business at all times, strict adherence to DPA and information security standards stop
- promote our business and that of our clients by providing exceptional and friendly service at all times.

**Person Specification**
- Good knowledge of Microsoft office.
- GCSE maths and English.
- Excellent telephone manner.
- Able to build and maintain relationships.
- Ability to work to agreed deadlines, targets and objectives.
- Able 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.
- At least one year customer service experience.
- Commitment to providing a first-class service to customers, suppliers and partners.
- Experience of handling customer complaints.

**Benefits**
- Holiday purchase scheme.
- Additional birthday holiday day.
- Employee benefits Scheme, including counselling service and 24/7 GP service.
- Free food days.
- Free parking.
- Close to shops and amenities.

**Other**
- Hours: Full time, 37.5 hours a week Monday to Friday, plus one in four Saturdays (8.30 to 12.30).
- Holiday: 21 days, plus statutory bank holidays.

Why work for Vizion

An inclusive and supportive culture

Diversity and inclusion are the cornerstone of our culture and a fundamental part of our overall growth strategy.

We create healthy work environments for our employees, regardless of their gender, sexual orientation, disability, age, or ethnicity.

Employee benefits and rewards

Vizion offers a competitive benefits package which includes 24/7 GP access, reimbursement of health costs and shopping rewards.

Vizion also offers Employee Recognition rewards, weekly dress down days, monthly free lunches and health initiatives such as free fruit days.

Great leadership to help you thrive

Vizion is recognised as an industry leader across the automotive sector for innovation, solutions and our reputation within and across the industries in which we operate. Our leadership is often acknowledged by leading publications and professional organisations.

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