Customer Liaison Officer

Vizion Network Limited; Wellingborough; On-site; GBP 22,000 - 28,000; Full time

Job summary

A forward-thinking organisation in Wellingborough is seeking a Customer Support Team member to manage expressions of dissatisfaction related to motor claims. The ideal candidate should have customer service experience, strong communication skills, and be proficient in Microsoft Office. This role offers competitive benefits including health services, annual leave, and recognition rewards. Join a growing team committed to diversity and inclusion in a supportive environment.

Benefits

Employee health and benefits scheme

21 days annual leave

Additional birthday holiday

Performance based salary increments

Fun Company events and functions

Free parking

Monthly free food days

Close to shops and amenities

Reward and recognition

Qualifications

• Ability to work to agreed deadlines, targets and objectives.
• Ability to work as part of a team as well as autonomously with high accuracy.
• Commitment to providing first-class service to customers, suppliers, and partners.

Responsibilities

• Act as a first point of contact for customers and clients.
• Process and resolve expressions of dissatisfaction within guidelines.
• Ensure accurate recording of all information in management systems.
• Communicate with internal departments for resolution.
• Manage daily workload efficiently.

Skills

Good knowledge of Microsoft Office

Excellent telephone manner

Ability to build and maintain relationships

Good planning and organisational skills

Customer service experience

Handling customer complaints

Education

GCSE Maths and English

Job description

Hours: 37.5 hours per week, Monday to Friday plus 1 in 6 Saturdays (8.30am - 12.30pm)

What we offer

• Employee health and benefits scheme, including anonymous counselling service, 24/7 GP service, retail and gym discounts and medical cashback scheme
• 21 days annual leave
• Additional birthday holiday
• Performance based salary increments
• Fun Company events and functions
• Free parking
• Monthly free food days
• Close to shops and amenities
• Reward and recognition

Who we are

Vizion Network is a forward-thinking organisation dedicated to fostering a positive and inclusive workplace culture. Located in Hull and Wellingborough, we pride ourselves on our commitment to employee development, wellbeing, and innovation.
Our mission is to attract, develop, and retain exceptional talent by fostering a diverse, inclusive, and respectful workplace where every employee feels valued, respected, and empowered.
We champion equity, recognising that our strength lies in the unique backgrounds, perspectives, and talents of our people.
Through transparent practices, continuous development, and meaningful engagement, we strive to create an environment where all employees can thrive and contribute to our shared success.

Purpose

The administration and resolution of Expressions of Dissatisfaction 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.

Role Profile

• 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 other 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.

Person Specification

You will have...

• Good knowledge of Microsoft Office.
• GCSE Maths and English.
• Excellent telephone manner.
• Ability to build and maintain relationships.
• Ability to work to agreed deadlines, targets and objectives.
• Ability to work as part of a team as well as autonomously to a high level of accuracy.
• Good planning and organisational skills.
• Commitment to providing a first-class service to customers, suppliers and partners.
• At least 1-year customer service experience.
• Experience of handling customer complaints.

Industry Recognised, Award Winning - a true team contribution

Vizion continues to be awarded as an industry leader and innovator by both bodyshop magazine and ABP, two of the industry's media giants and voted by repairers and industry gurus. We strive to maintain this achievement through employee engagement and collaboration.

Want to join a growing team? We look forward to meeting you!

Diversity and inclusion are the cornerstone of our culture and a fundamental part of our overall growth strategy.

We create healthy work environments for our employees, regardless of their gender, sexual orientation, disability, age, or ethnicity.

Employee benefits and rewards

Vizion offers a competitive benefits package which includes 24/7 GP access, reimbursement of health costs and shopping rewards.

Vizion also offers Employee Recognition rewards, weekly dress down days, monthly free lunches and health initiatives such as free fruit days.

Great leadership to help you thrive

Vizion is recognised as an industry leader across the automotive sector for innovation, solutions and our reputation within and across the industries in which we operate. Our leadership is often acknowledged by leading publications and professional organisations.