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- Tasks: Handle customer complaints and ensure effective resolutions while supporting improvement initiatives.
- Company: Join Cox Automotive, the world's largest automotive service organisation.
- Benefits: Enjoy extra holiday options, birthday off, well-being day, and charity day.
- Why this job: Make a real difference in customer experience and grow your career.
- Qualifications: Strong communication skills and experience in complaint handling required.
- Other info: Dynamic role with opportunities for career progression and collaboration across teams.
The predicted salary is between 30000 - 40000 £ per year.
The Customer Relations Advisor is responsible for expert complaint handling and resolution, supporting high-profile cases and escalations. The role involves direct communication with customers via email, letter, telephone, online and internal referrals. The Advisor will support continuous improvement initiatives, contribute to root cause analysis, and collaborate with cross-functional teams to enhance customer experience and prevent future complaints.
What You'll Be Doing
- Take ownership of customer complaints, ensuring timely and effective resolution.
- Provide expert guidance on complaint handling across the business.
- Support and contribute to continuous improvement projects.
- Produce reports and case studies highlighting trends and corrective actions.
- Collaborate with Legal, Compliance, and other departments to ensure resolutions align with company policies and FCA/TCF guidelines.
- Participate in cross-functional projects and CAPA (Corrective and Preventive Action) activities.
- Maintain strong relationships with internal and external stakeholders.
- Support training and mentoring of new team members.
- Encourage best practices in complaint handling across the business.
- Manage any Data Protection requests and respond appropriately.
Requirements
- Excellent verbal and written communication skills.
- Strong investigative and decision-making abilities.
- Ability to manage multiple cases and prioritise workload.
- Experience in complaint handling, resolution, and compliance.
- Familiarity with FCA/TCF standards and regulatory reporting.
- Strong interpersonal and influencing skills.
- Experience working with CRM systems and Microsoft Office.
- Ability to produce clear and insightful reports.
- Resilience and adaptability in a fast-paced environment.
- Motor industry knowledge desirable but not essential.
Benefits
- Option to buy additional holiday days.
- Your birthday off every year - paid.
- One annual Well-Being Day for you to relax and recharge.
- One paid Charity Day to give back and support a cause that matters to you.
- Opportunities for career progression across the Cox Automotive network.
- Competitive pension scheme.
Customer Relations Advisor in Leeds employer: Cox Automotive
Contact Detail:
Cox Automotive Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Relations Advisor in Leeds
✨Tip Number 1
Get to know the company inside out! Research Cox Automotive and understand their values, mission, and the specifics of the Customer Relations Advisor role. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since this role involves a lot of direct interaction with customers, make sure you can articulate your thoughts clearly and confidently. Role-play common complaint scenarios with friends or family to get comfortable with handling tricky situations.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider knowledge about the company culture and might even lead to a referral, which can significantly boost your chances of landing the job.
✨Tip Number 4
Don’t forget to follow up! After any interviews or networking chats, send a quick thank-you email. It shows your appreciation and keeps you fresh in their minds. Plus, it’s a great opportunity to reiterate your enthusiasm for the role!
We think you need these skills to ace Customer Relations Advisor in Leeds
Some tips for your application 🫡
Show Off Your Communication Skills: Since the role is all about communication, make sure your written application reflects your excellent verbal and written skills. Use clear, concise language and avoid jargon to ensure your message comes across effectively.
Highlight Your Complaint Handling Experience: We want to see your experience in complaint handling shine through! Share specific examples of how you've resolved customer issues in the past, and don’t forget to mention any relevant compliance knowledge you have.
Tailor Your Application: Take a moment to tailor your application to the job description. Mention how your skills align with the responsibilities listed, like supporting continuous improvement initiatives or collaborating with cross-functional teams.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It’s the best way for us to receive your application and ensures you’re considered for the role without any hiccups!
How to prepare for a job interview at Cox Automotive
✨Know Your Stuff
Make sure you understand the ins and outs of complaint handling and resolution. Brush up on FCA/TCF standards and be ready to discuss how you've tackled similar situations in the past. This shows you're not just familiar with the role, but that you can bring real experience to the table.
✨Showcase Your Communication Skills
Since this role involves a lot of direct communication, practice articulating your thoughts clearly and confidently. Prepare examples of how you've effectively communicated with customers or stakeholders in previous roles, especially in challenging situations.
✨Demonstrate Your Problem-Solving Abilities
Be ready to discuss specific instances where you've identified root causes of complaints and implemented solutions. Think about how you can contribute to continuous improvement initiatives and be prepared to share ideas on enhancing customer experience.
✨Build Rapport with Interviewers
Remember, it's not just about answering questions; it's about connecting with the interviewers. Show your interpersonal skills by engaging them in conversation, asking insightful questions about the company culture, and expressing genuine interest in the role and its impact on customer relations.