At a Glance
- Tasks: Connect with customers post-repair to gather feedback and resolve concerns.
- Company: Join ABL 1 Touch, a leader in accident repair management.
- Benefits: Competitive salary, supportive team, and opportunities for growth.
- Other info: Dynamic role in a fast-paced environment with a focus on teamwork.
- Why this job: Make a real difference in customer experiences and drive positive change.
- Qualifications: Customer service experience and strong communication skills.
The predicted salary is between 21150 - 25850 £ per year.
Location: Warrington
Department: Customer Relationships / Customer Insight
Reporting to: Technical Customer Experience Manager
About the Role
Are you passionate about delivering excellent customer service and making sure customers feel heard? We’re looking for an Insight, Triage & Complaint Advisor to join our Customer Relationships team in Warrington. This is a customer-focused role where you’ll be responsible for contacting customers following the completion of their vehicle repair, understanding their experience, gathering valuable feedback, and making sure any concerns are dealt with quickly and professionally.
You’ll play an important role in helping us deliver an outstanding customer journey — from encouraging positive feedback and online reviews to identifying concerns, resolving issues, and escalating matters where appropriate.
About ABL 1 Touch
ABL 1 Touch, part of the ABL Group, specialises in end-to-end accident repair management. Established in 1994, we have built a strong reputation within the insurance repair industry for quality workmanship, operational excellence and outstanding customer service. We work closely with insurers, brokers and customers to manage claims efficiently, always keeping the customer experience at the heart of what we do.
What You'll Be Doing
- Contact customers following completion of their vehicle repair to understand their experience and level of satisfaction.
- Encourage customers to complete surveys and, where appropriate, leave positive online reviews.
- Build positive relationships with customers through professional, friendly and empathetic communication.
- Listen carefully to customer feedback and identify any concerns or areas of dissatisfaction.
- Resolve customer concerns wherever possible, ensuring customers feel supported throughout the process.
- Escalate unresolved complaints or issues to the appropriate team or manager.
- Accurately record customer feedback, contact details, outcomes and any follow-up actions.
- Identify recurring feedback, trends and opportunities to improve the customer experience.
- Work closely with operational teams and the Customer Relations Executive to support effective issue resolution.
- Share valuable customer insight with relevant teams to help drive continuous improvement.
What We're Looking For
We're looking for someone who is confident, customer-focused and comfortable speaking to customers over the telephone. You'll ideally have:
- Previous experience in customer service or a customer-facing role.
- Excellent communication and interpersonal skills.
- A confident and professional telephone manner.
- Experience making outbound calls.
- The ability to listen, understand customer concerns and respond appropriately.
- Strong attention to detail when recording information.
- Good IT skills and confidence using computer systems.
- The ability to work effectively in a busy, fast-paced environment.
- A calm and empathetic approach when dealing with challenging conversations or negative feedback.
- Good organisation skills, with the ability to manage follow-ups and actions effectively.
Desirable Experience
It would be advantageous if you have experience in:
- A call centre or contact centre environment.
- Outbound customer calling.
- Complaint handling or service recovery.
- Customer feedback and satisfaction processes.
- The automotive or accident repair industry.
- Insurance repair or claims environments.
What You'll Bring
Most importantly, you'll be someone who genuinely cares about the customer experience. You'll be professional, approachable and resilient, with the confidence to have difficult conversations when required. You'll be proactive in finding solutions, organised in your approach and comfortable working collaboratively with colleagues across the business.
If you're someone who enjoys speaking to people, solving problems and turning customer feedback into positive change, we'd love to hear from you.
Join ABL 1 Touch
This is an exciting opportunity to join a growing team and play a key role in helping us understand our customers, resolve concerns and continually improve the service we provide.
Insight, Triage & Complaint Advisor in Warrington employer: ABL 1 Touch Group Limited
ABL 1 Touch is an excellent employer that values its employees by fostering a supportive and dynamic work culture in the UK. With a strong focus on career growth, we offer comprehensive training and development opportunities for our Vehicle Damage Assessors, ensuring they thrive in their roles while contributing to our commitment to high-quality service and customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Insight, Triage & Complaint Advisor in Warrington
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ABL 1 Touch Group Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ABL 1 Touch Group Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Insight, Triage & Complaint Advisor in Warrington
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ABL 1 Touch Group Limited:Your cover letter is your chance to shine! Tell us why you want to work at ABL 1 Touch Group Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ABL 1 Touch Group Limited!
How to prepare for a job interview at ABL 1 Touch Group Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
