At a Glance
- Tasks: Enhance customer experience using technical knowledge and data analysis.
- Company: Join ABL 1 Touch, a leader in accident repair management.
- Benefits: Competitive salary, career growth, and a dynamic work environment.
- Other info: Collaborative team culture with opportunities for continuous improvement.
- Why this job: Make a real impact on customer journeys and service delivery.
- Qualifications: Strong analytical skills and a passion for customer service.
The predicted salary is between 27000 - 33000 £ per year.
Location: Warrington
Department: Customer Experience
Reporting to: Head of Customer Compliance
About the Role
Are you passionate about customer experience and have a strong understanding of technical repair and service delivery? We’re looking for a Technical Customer Experience Executive to join our Customer Experience team in Warrington. This is a key role focused on using technical knowledge, customer insight, data and complaint trends to identify opportunities for improvement and help us deliver an exceptional experience for both customers and business partners. You’ll work closely with operational, production, technical support and partner teams to understand service performance, identify root causes, resolve issues and implement improvements that make a genuine difference to the customer journey. This is an ideal opportunity for someone who can combine technical understanding with strong analytical, communication and problem-solving skills.
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
- Produce and analyse SLA reporting and management information for insurers, partners and operational sites.
- Analyse customer, supplier and partner feedback to identify trends, root causes and opportunities for improvement.
- Support the investigation and resolution of complaints, ensuring lessons learned are shared across the business.
- Analyse technical repair-related complaints and provide insight to operational and production teams.
- Map and review the customer journey to identify key touchpoints, pain points and opportunities to improve service delivery.
- Work collaboratively with technical support, production and operational teams to resolve service issues quickly and effectively.
- Support customer training and support initiatives, ensuring customers have access to the resources and assistance they need.
- Develop and monitor KPIs covering customer satisfaction, retention, service performance and product or service usage.
- Champion customer advocacy and ensure customer needs are considered when business decisions are made.
- Identify and implement process improvements that enhance efficiency, compliance and the overall customer experience.
- Monitor activity to ensure the business remains compliant with relevant partner and insurer requirements.
- Present customer insight, performance information and recommendations clearly to relevant stakeholders.
What We're Looking For
We're looking for someone who understands that great customer experience starts with understanding the detail behind the service being delivered. You'll ideally have:
- A strong understanding of customer experience principles and a genuine customer-first mindset.
- Technical knowledge of repair methods, repair solutions and service delivery processes.
- Strong analytical skills, with the ability to interpret customer feedback, complaint trends, SLA performance and management information.
- Experience identifying root causes and turning insight into practical improvement actions.
- Excellent communication skills, with the confidence to present information and recommendations clearly.
- Strong problem-solving skills and the ability to anticipate potential issues before they impact customers.
- Experience working collaboratively with operational, technical, support and partner teams.
- The ability to influence others and champion a customer-centric approach across the business.
- A practical and commercially aware approach to problem-solving and service improvement.
Desirable Experience
It would be advantageous if you have experience in:
- Accident repair or automotive environments.
- Insurance repair or claims management.
- Technical customer service or technical service environments.
- Partner or insurer reporting and SLA requirements.
- Customer journey mapping.
- Customer feedback and insight programmes.
- Complaint analysis and service improvement initiatives.
- Developing or monitoring customer experience KPIs.
What You'll Bring
You'll be proactive, analytical and commercially aware, with the confidence to challenge existing processes and find better ways of doing things. You'll be comfortable working with data and technical information, but equally confident building relationships and communicating with people across different areas of the business. We’re looking for someone who is resilient, tenacious and solutions-focused — someone who will take ownership of an issue, work collaboratively to understand it and see it through to completion. Most importantly, you’ll have a genuine passion for improving the customer and partner experience and the ability to turn customer insight into meaningful action.
Join ABL 1 Touch
This is an exciting opportunity to join a growing organisation and play a key role in shaping how we deliver customer and partner experiences. If you have the technical knowledge, analytical ability and customer-focused mindset to help us identify opportunities, solve problems and drive continuous improvement, we'd love to hear from you.
Technical Customer Experience Executive in Warrington employer: ABL 1 Touch Group Limited
ABL 1 Touch is an exceptional employer that prioritises a customer-first mindset and fosters a collaborative work culture in Warrington. With a strong focus on employee growth, we offer opportunities for professional development and the chance to make a meaningful impact on customer experiences. Join us to be part of a dynamic team dedicated to operational excellence and continuous improvement in the insurance repair industry.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Customer Experience Executive 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 Technical Customer Experience Executive 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.
