At a Glance
- Tasks: Manage customer complaints and improve site performance while ensuring fair investigations.
- Company: Join Solus, a leader in vehicle repairs with a stellar customer rating.
- Benefits: Enjoy competitive salary, bonus opportunities, generous holiday, and discounts on Aviva products.
- Other info: Inclusive workplace with excellent career growth and support for all applicants.
- Why this job: Make a real difference by enhancing customer satisfaction and driving process improvements.
- Qualifications: Experience in customer service and strong problem-solving skills are essential.
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:
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.
Contact Details:
Solus Accident Repair Centres Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Liaison Manager in Warrington
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Solus Accident Repair Centres. 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 Solus Accident Repair Centres 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 Liaison Manager 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 Solus Accident Repair Centres:Your cover letter is your chance to shine! Tell us why you want to work at Solus Accident Repair Centres 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 Solus Accident Repair Centres!
How to prepare for a job interview at Solus Accident Repair Centres
✨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.
