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- Tasks: Handle customer complaints and ensure timely resolutions while enhancing the overall customer experience.
- Company: Join a leading automotive company known for its commitment to exceptional customer service.
- Benefits: Enjoy your birthday off, extra holiday options, and a Well-Being Day to recharge.
- Other info: Be part of a diverse team with opportunities for career progression across the network.
- Why this job: Make a real difference in customer satisfaction and grow your career in a supportive environment.
- Qualifications: Strong communication skills and experience in complaint handling are essential.
The predicted salary is between 30000 - 40000 £ per year.
This is a Permanent, Full Time vacancy that will close in a month at 23:59 BST.
Location: Leeds / Hybrid
Hours: 37.5 hours a week (Monday – Friday 9am to 5:30pm)
Overview
The Customer Experience Team is dedicated to delivering exceptional customer service to our customers and key stakeholders, including Sales and Operations. Through clear, effective written and verbal communication, the team ensures a consistently high-quality experience while meeting and exceeding all contractually agreed service level agreements.
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
About The Role
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.
Responsibilities
- 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.
- Support audit and inspection preparation.
Qualifications
- 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.
Inclusion
We are proud to be an inclusive and equal opportunity employer. We celebrate diversity in all its forms. We are a place where you can be you. Apply now and drive your career forward with one of the automotive industry’s most trusted names.
VacancyTitle: Customer Relations Advisor in Leeds employer: Modix International
Contact Detail:
Modix International Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land VacancyTitle: Customer Relations Advisor in Leeds
✨Tip Number 1
Network like a pro! Reach out to current employees at the company through LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Customer Relations Advisor role.
✨Tip Number 2
Prepare for the interview by practising common questions related to complaint handling and customer service. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers effectively.
✨Tip Number 3
Showcase your communication skills during the interview. Since this role involves a lot of interaction with customers, make sure to demonstrate your ability to convey information clearly and effectively.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can go a long way in showing your enthusiasm for the role. And remember, apply through our website for the best chance at success!
We think you need these skills to ace VacancyTitle: Customer Relations Advisor in Leeds
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Relations Advisor role. Highlight your experience in complaint handling and any relevant skills that match the job description. We want to see how you can bring your unique flair to our team!
Show Off Your Communication Skills: Since this role involves a lot of written communication, ensure your application is clear and concise. Use proper grammar and structure to demonstrate your excellent verbal and written communication skills. Remember, first impressions count!
Highlight Your Problem-Solving Abilities: We love candidates who can think on their feet! Share examples of how you've successfully resolved complaints or improved processes in previous roles. This will show us that you have the investigative and decision-making skills we’re looking for.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy and straightforward!
How to prepare for a job interview at Modix International
✨Know Your Stuff
Before the interview, make sure you understand the role of a Customer Relations Advisor inside out. Familiarise yourself with complaint handling processes, FCA/TCF standards, and the company's values. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Communication Skills
Since this role heavily relies on effective communication, prepare to demonstrate your verbal and written skills during the interview. You might be asked to role-play a customer interaction or explain how you would handle a specific complaint. Practise clear and concise responses to highlight your expertise.
✨Prepare Real-Life Examples
Think of specific situations where you've successfully resolved complaints or improved customer experiences. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will not only showcase your experience but also illustrate your problem-solving abilities.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, ongoing improvement projects, or how success is measured in the role. This shows your enthusiasm for the position and helps you gauge if the company culture aligns with your values.