Customer Liaison Officer





Excellent package

Position Type:


Job Overview:

Customer Liaison Officer 

(Complaints Handler)

Working as part of the Customer Liaison Team to deliver the highest possible standards of customer service, with the ability to follow individual brand/client requirements and directives, and service level agreements and performance targets are achieved.

Key Responsibilities:

  • Act as a first level point of contact for customers, clients, repair network members, suppliers and partners
  • Receive incoming calls/emails and act promptly, dealing with all enquiries or actions in a professional manner
  • Process and resolve expressions of dissatisfaction within FCA guidelines and internal/external SLAs
  • Ensure the accurate and detailed recording of all information utilising the company’s management systems so as to provide comprehensive audit trails
  • Highlight to line manager any potential process improvements across departments and the network to reduce the level of EODs.
  • Communicate with all internal departments as required for the resolution of an EOD.
  • Through continuous improvement, identify potential company training requirements which would assist in the reduction of repeat failures.
  • All Pending and In Progress EODs to be reviewed as first task each day
  • To meet agreed targets
  • Manage your daily workload to ensure efficiency is maintained
  • The completion of duties as required from time to time by the Management Team
  • Adhere to stated Company Policies and Procedures and carry out all duties in a way which is consistent with our client’s values Promote data security in and outside of the business at all times, strict adherence to DPA and information security standards
  • To promote our business and that of our clients by providing exceptional and friendly service at all times









Key Skills:

  • Good knowledge of Microsoft Office
  • GCSE Maths and English
  • Excellent telephone manner
  • Able to build and maintain relationships
  • Ability to work to agreed deadlines, targets and objectives
  • Able to work as part of a team as well as autonomously to a high level of accuracy
  • Good planning and organisational skills
  • First class communication skills
  • Good decision maker
  • Customer focused – all parties
  • Commitment to providing a first-class service to customers, suppliers and partners

Holiday: 21 days

Hours: 38.5 hrs per week between 8.00 am - 6.00 pm Monday - Friday, including 1 in 4 Saturdays (8:30-12:30)

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