Customer Liaison Officer
3 days ago
About the Role
We are seeking a highly skilled Customer Liaison Officer to join our team at Vizion Network Ltd. This is an exciting opportunity for someone who is passionate about delivering exceptional customer service and wants to make a real difference in people's lives.
Job Summary
- To administer and resolve expressions of dissatisfaction emanating from motor claims relating to vehicle accidental damage.
- To work 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.
- To act as a first-level point of contact for customers, clients, repair network members, suppliers, and partners.
Duties and Responsibilities
- 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.
Person Specification
- 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.
- 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 and Salary
- A competitive salary of £25,198 per annum.
- 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.
Working Hours
- 37.5 hours per week, Monday to Friday, plus 1 in 4 Saturdays (8:30am - 12:30pm).
About Us
Vizion Network Ltd. is a dynamic and growing organisation that prides itself on delivering exceptional customer service. We are committed to making a positive impact on our customers' lives and are looking for talented individuals like you to join our team.
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