Customer Liaison Advisor

Do you want to be part of a market leading and growing automotive business that looks after its employees?

What we offer you?

• Basic salary of up to £31K, plus Team Performance bonus

• 28 days holiday (including bank holidays)

• Life assurance

• Healthcare Cash Plan (including Gym and shopping discounts)

• Employee Assistance Programme

• Celebration Day (to use as you wish to celebrate a significant day in your life)

• Car Insurance discount with LV

• Employee Pension

• Employee Engagement Budget (money to go out as a team and have fun!)

• Access to Mental Health First Aiders

• Cycle to Work Scheme

• Refer a Friend Scheme (earn £1,000 for referring people to join the team)

ABL 1 Touch are a market leading vehicle repair business since 1994, working in partnership with insurance companies. ABL 1 Touch prides itself not only in the quality of its work but in providing excellent customer service.

As a Customer Liaison Advisor at ABL 1 Touch, you will play a pivotal hands on role in ensuring our customers receive outstanding support and assistance. Your primary responsibility will be to engage with customers, address their inquiries, and provide solutions that exceed their expectations. You will collaborate closely with our cross-functional teams to relay customer feedback and contribute to the continuous improvement of our products and services.

Responsibilities of a Customer Liaison Advisor will include:

• Proactively provide repair updates directly to customer

• Listen actively to customers, understand their needs, and provide appropriate solutions or assistance.

• Respond to customer interactions via various channels (walk ins to site, phone, email etc.) in a timely and professional manner.

• Troubleshoot issues and provide accurate information regarding the status of the vehicle repair.

• Guide customers through processes and ensure a seamless experience, from onboarding to issue resolution.

• Escalate complex issues to the appropriate teams and follow up until resolution.

• Maintain detailed and accurate records including job cards, customer paperwork and courtesy vehicles.

• Identify patterns in customer feedback and collaborate with the team to improve processes and services.

• Strive to meet and exceed individual and team performance targets.

Skills and experience required as a Customer Liaison Advisor:

• Previous experience in an on-person customer service, customer support, or similar role.

• Experience in the vehicle/automotive industry is highly preferred but not essential

• Exceptional communication skills, both written and verbal.

• Empathetic and patient attitude when dealing with customers' concerns and questions.

• Ability to adapt to different communication styles and personalities.

• Strong problem-solving skills and a proactive approach to challenges.

• Team Player who uses initiative, be flexible and have a can-do attitude.

• Cultural and organisational insight and takes responsibility for own actions.

Joining our team at ABL1 Touch means becoming part of a dynamic organisation that values its employees and provides opportunities for professional growth. We offer a competitive salary, benefits package, and a supportive work environment.

ABL 1 Touch are committed to growing and maintaining a diverse team and an inclusive work environment. Our goal is to develop inclusive work activities and projects that bring together people with different experiences and backgrounds. Through this we aim to make sure everyone can be at their best at work.

We’re also committed to providing an accessible recruitment process, if you require reasonable adjustments at any stage of the recruitment process please contact us at workforus@abl1touch.com.