Customer Relations Lead

2 weeks ago

Huddersfield, United Kingdom Avant Repair Network Full time

**Position Overview**:
Are you passionate about delivering excellent customer service and driving improvements in customer experience? Avant Repair Network is looking for a dynamic and proactive Customer Relations Lead to join our team in Huddersfield. In this role, you will manage customer complaints and implement solutions to enhance our Customer Service Centre and Customer journeys. You will also support key stakeholders and clients to deliver continuous improvement.

**Key Responsibilities**:

- Respond to and resolve enquiries and complaints related to claims and vehicle repairs.
- Ensures complaint contact and resolution is in line with regulatory SLAs and to the customers' satisfaction.
- Improve system data quality and integrity.
- Provide feedback and recommendations with the objective of improving the customer experience and reducing complaints.
- Create process documents and workflows for the Customer Service Centre.

**Accountabilities**:

- Effectively manage and resolve all complaints within defined timescales.
- Log all complaints, investigations, and resolutions efficiently.
- Reduce business exposure to compensation claims.
- Identify and implement improvements to the Customer Journey.
- Manage and deliver small change projects on the back of your recommendations.

**Knowledge, Skills, and Abilities**:

- Experience in complaint handling is essential
- Complaint handling in a regulatory environment is preferred but not essential.
- Previous experience in a call centre environment or in the motor industry is preferred but not essential.
- Good organisation skills.
- Excellent interpersonal, stakeholder management and customer service skills.

**Additional (Desirable)**:

- Knowledge of motor claims management and body repair.
- Proven supervisory experience in a Customer Service Centre environment.
- FCA/Financial Ombudsman knowledge or experience.

**Salary and Benefits**:

- £25.4 to £27k (negotiable depending on experience)
- 22 days holiday plus bank holidays (30 in total)
- An additional holiday day is awarded for each year after 1 years service up to 28 days
- Free Eye Tests
- Employee discount scheme
- Salary Sacrifice Pension scheme
- Monday - Friday
- On site parking

**Job Types**: Full-time, Permanent

Pay: £25,400.00-£27,000.00 per year

**Benefits**:

- Company events
- Company pension
- Employee discount
- Free parking
- On-site parking

Schedule:

- Day shift
- Monday to Friday
- No weekends

Work Location: In person

Reference ID: Customer Relations Lead - ARN Feb 2025

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