Repair Communication Advisor

ABL 1Touch | Warrington | Full-Time | Monday to Friday, 9am–5pm

Salary: £25,674.48

About ABL 1Touch

At ABL 1Touch, we believe in Repair over Replace.

Established in 1994, ABL has built a strong reputation within the vehicle repair industry for quality workmanship and exceptional customer service. Following private equity investment in 2020, ABL and 1Touch Repair joined together to become ABL 1Touch.

Today, our expert teams work across the UK in partnership with insurance companies, delivering high-quality vehicle repairs using modern techniques and environmentally responsible practices.

Our values of Pride, Innovation and Responsibility are at the heart of everything we do, and we are passionate about delivering an outstanding experience for our customers.

About the Role

We are looking for a Repair Communication Advisor to join our Customer Experience team, based at our Warrington Call Centre.

This is an exciting opportunity for someone who enjoys speaking to people, delivering great customer service and taking ownership of customer communication.

You will play an important role in keeping customers informed about the progress of their vehicle repairs, providing proactive updates, managing expectations and ensuring customers feel reassured throughout their repair journey.

Working closely with our Site Managers, Assistant Site Managers and Customer Experience team, you will gather accurate repair information and turn it into clear, helpful and professional customer updates.

If you are confident on the telephone, organised, detail-focused and passionate about customer experience, we would love to hear from you.

What You'll Be Doing

• Making proactive outbound calls to customers to provide updates on their vehicle repairs.

• Speaking to a minimum of 25 customers each working day and delivering meaningful, accurate updates.

• Liaising daily with Site Managers and Assistant Site Managers to obtain the latest repair progress, estimated completion dates and parts availability.

• Identifying potential delays and ensuring customers are kept informed.

• Explaining repair progress and technical information in a clear, straightforward and customer-friendly way.

• Managing customer expectations professionally and agreeing when their next update will be provided.

• Following up on customer queries and ensuring agreed actions are completed.

• Making a minimum of three telephone call attempts before sending written communications.

• Accurately recording all customer contact, conversations and agreed actions within our iImage system.

• Identifying potential complaints or customer dissatisfaction and escalating these promptly to the Customer Experience team.

• Building positive working relationships with colleagues across our repair sites and support teams.

What We're Looking For

Essential Skills & Experience

• Previous experience in customer service, a contact centre, service adviser or a similar telephone-based role.

• A confident, friendly and professional telephone manner.

• Excellent communication and listening skills.

• The ability to explain information clearly, particularly when dealing with delays or customer concerns.

• Strong attention to detail and accuracy when recording information.

• Good organisational skills and the ability to manage a busy workload.

• A calm, resilient and positive approach when handling challenging conversations.

• Confidence using computer systems and Microsoft Office.

• A professional approach to handling confidential customer information.

Desirable Experience

• Experience within the automotive, accident repair, insurance or claims industry.

• Previous experience using iImage or a similar repair-management system.

• An understanding of vehicle repair processes, parts availability and repair completion times.

The Person We're Looking For

You'll be someone who:

• Genuinely cares about delivering excellent customer service.

• Takes ownership of customer queries and promised updates.

• Is proactive, reliable and accountable.

• Communicates with empathy, professionalism and confidence.

• Remains calm and positive when managing delays or uncertainty.

• Works well with colleagues and enjoys being part of a team.

• Takes pride in getting things right and continuously improving.

Working Hours & Location

• Location: Warrington Call Centre

• Hours: Monday to Friday, 9am–5pm

• Contract: Full-time, permanent (if applicable)

• Working week: 37.5 hours

Why Join ABL 1Touch?

At ABL 1Touch, you'll be joining a business that values quality, customer service and the contribution of its people.

You'll have the opportunity to work within a supportive Customer Experience team, build relationships across the business and make a real difference to customers during an important part of their journey.

Our commitment to Pride, Innovation and Responsibility means we encourage our people to take ownership, share ideas and deliver work they can be proud of.

Interested?

If you're passionate about customer service, confident speaking to customers and looking for your next opportunity within a growing automotive business, we'd love to hear from you.

Apply today to join ABL 1Touch!