Customer Liaison Officer


Start Date:

Monday 25 November 2019





Position Type:


Job Overview:

Job Description:

The administration and resolution of Expressions of Dissatisfaction (EOD) emanating from motor claims relating to vehicle accidental damage. Working as part of the Customer Support 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 Financial Conduct Authority (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. Technology aware/savvy & happy to work with bespoke systems 
  • GCSE (equiv) Maths and English
  • Excellent telephone manner and written communication skills
  • Able to build and maintain excellent 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
  • Ability to remain calm under pressure
  • Good decision maker
  • Customer focused – all parties
  • Commitment to providing a first-class service to customers, suppliers and partners


Hours and Holiday

  • Shift pattern (rotates) between 8am and 6pm Monday to Friday with 1 Saturday in 4, 8.30am to 12.30pm
  • 20 days plus Statutory Bank Holidays

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