At a Glance
- Tasks: Handle customer complaints and ensure timely resolutions in a fast-paced environment.
- Company: Join a dynamic team focused on delivering excellent customer experiences.
- Benefits: Competitive salary, annual bonus, hybrid working, and professional development opportunities.
- Other info: Be part of a supportive team where every day brings new challenges.
- Why this job: Make a real difference for customers while developing valuable skills in customer service.
- Qualifications: Strong communication, empathy, and problem-solving skills are essential.
The predicted salary is between 28934 - 37531 £ per year.
About the Role
We're looking for a committed and customer-focused Satisfactory Quality Complaints Advisor to join our busy and fast-paced Customer Experience Team. In this role, you'll be responsible for handling SQ complaints, which are complaints relating to a vehicle that has been purchased through a finance agreement with us. You will act as a key point of contact for customers and dealers, discussing ongoing complaints, logging new complaints accurately, and ensuring each case is progressed effectively.
You’ll investigate concerns, gather information from multiple sources, and work towards achieving fair and timely resolutions. This is a rewarding role where you’ll have the autonomy to make informed decisions and take on-the-spot action to support both customers and dealers, helping to deliver the best possible customer outcomes.
Working within a dynamic and often challenging environment, you’ll need to remain calm and professional under pressure, demonstrating resilience, empathy, and strong judgement when managing complex or sensitive situations. No two days are the same, and you’ll play a vital role in protecting customer trust and delivering an excellent customer experience.
Key Responsibilities
- Handle inbound calls relating to ongoing complaints and customer concerns.
- Log and accurately document new complaints in line with company processes.
- Liaise with customers, dealers, and internal stakeholders to gather information and progress cases.
- Use sound judgement and decision-making skills to determine appropriate actions and next steps.
- De-escalate challenging situations and manage conflict professionally and empathetically.
- Maintain accurate records and provide clear written communication throughout the complaint journey.
- Work collaboratively with colleagues to ensure consistent and high-quality customer outcomes.
- Meet service standards and deadlines while managing a varied workload.
What We’re Looking For
- Excellent verbal and written communication skills.
- Strong decision-making and problem-solving abilities.
- Natural empathy and a genuine desire to help people.
- Effective conflict resolution and negotiation skills.
- The ability to remain calm, professional, and resilient when dealing with difficult or emotional situations.
- Consider all of the information impartially to ensure fair and correct outcomes and advice is provided.
- Confidence in taking ownership and making decisions independently.
- Strong organisational skills and attention to detail.
- The ability to work effectively as part of a supportive team.
- A positive attitude and willingness to adapt in a fast-paced environment.
Pay and Benefits
A starting salary of £28,934 moving to £37,531 after three years, along with an annual company bonus scheme. Working Monday to Friday 09:00 - 17:30. Hybrid working at your line manager’s discretion.
Why Join Us?
This is an opportunity to make a real difference to our customers' experience while developing your complaint handling, customer service, and decision-making expertise. You'll be part of a supportive team that values collaboration, professionalism, and delivering the right outcome for our customers and dealer network.
If you're resilient, customer-focused, and thrive in a fast-paced environment where no two days are the same, we'd love to hear from you.
Customer Experience Advisor in Nottingham employer: First Response Finance Ltd
Join our dynamic Customer Experience Team as a Customer Experience Advisor, where you'll play a crucial role in enhancing customer satisfaction and trust. We offer a supportive work culture that prioritises collaboration and professional growth, alongside competitive pay and benefits, including a generous annual bonus scheme. With opportunities for hybrid working and a focus on developing your skills in complaint handling and customer service, this is an excellent place to build a rewarding career while making a meaningful impact.
Contact Details:
First Response Finance Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Advisor in Nottingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at First Response Finance Ltd. 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 First Response Finance Ltd 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 Customer Experience Advisor in Nottingham
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 First Response Finance Ltd:Your cover letter is your chance to shine! Tell us why you want to work at First Response Finance Ltd 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 First Response Finance Ltd!
How to prepare for a job interview at First Response Finance Ltd
✨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.
