Customer Liaison Manager

Overview

The role involves taking expert responsibility for managing and improving the performance of multiple sites, with a particular focus on handling customer complaints and expressions of dissatisfaction (EOD). This includes ensuring thorough and fair investigations of all complaints within agreed service standards, liaising with work providers to align services with their expectations, and accurately recording all complaints and their outcomes.

Responsibilities

• Assume expert responsibility for the management and performance of sites specifically when dealing with customer complaints or expressions of dissatisfaction (EOD).
• Ensure that all customer complaints and EODs are thoroughly and fairly investigated within agreed service standards.
• Liaise with work providers and ensure that the service provided is in line with their expectations/obligations.
• Work with sites and ensure that all complaints/EODs are accurately recorded including any outcomes/compensation payments.
• Be an escalation point both internally and for work providers where dissatisfaction has been expressed.
• Support the sites that require additional guidance to assist with problem solving and decision making.
• Review and improve templates to ensure they meet the needs of each individual customer.
• Mentor new joiners and existing staff around the company in complaints and EOD policies and processes.
• Carry out root cause analysis of complaints and customer feedback and make recommendations for process improvements across the organisation.
• Produce departmental reports and analyse KPIs for performance improvement.
• Provide cover to sites when required to ensure any complaints or EODs do not get left unattended.
• Always promoting data security in and outside of the business, with strict adherence to DPA, GDPR, and information security standards.
• Prepare for and manage internal and external audits.
• Comply with company and Aviva procedures.
• Comply with FCA complaints handling principles and policies as required by work providers.
• Maintain an up to date understanding of Solus and industry operating systems.

Qualifications

Who are Solus? Solus, who are owned by Aviva, are one of the UK leaders in vehicle repairs, returning cars to the road in just 11 days on average and a 4.6/5 star customer rating. With an award-winning apprenticeship programme and winners of other recognised industry awards, Solus are proud to be shaping the future of vehicle repair.

Why Join Solus?

• Competitive salary based on location, skills, experience, and qualifications.
• Bonus opportunity tied to your performance and the overall success of Solus.
• Company pension scheme with employer contributions.
• 33 days' holiday (including bank holidays), with the option to buy or sell up to 5 days.
• Save money with up to 40% discount on Aviva products and other retailer discounts.
• Share in Aviva's success through the Aviva Save As You Earn scheme.
• Supportive policies including parental and carer's leave.
• Wellbeing focus with tools like Group Income Protection and 24/7 GP access.

At Solus, we value inclusivity and welcome all applicants. If you're excited but don't tick every box, we encourage you to apply - your unique skills might be just what we need. We guarantee an interview for disabled applicants meeting the minimum criteria - just email us after applying to let us know.

Ready to join us? Apply online today, and our team will be in touch within 14 days.