Complaints Advisor

The role of a Complaints Advisor is important to us and our customer relationships. 

You will be dealing with a wide range of complex complaints relating to all Telematics products and services including those that are FCA reportable.

This may involve speaking to vulnerable customers, including customers experiencing financial hardship. You will be expected to work autonomously, applying a degree of personal judgement in each case, utilising resources, systems, processes, and internal support and advice. 

We are looking for an individual with a genuine passion for going above and beyond for customers who can demonstrate our deep commitment to earning customer loyalty. As a “go-to” person for dissatisfied customers, you must be confident that you can turn the most negative experience into a positive one. 

We would love to welcome you to our Crewe Arden Square Office, where we work Monday to Friday 8:30am to 5pm. You’ll report to Deborah Lewis our Complaints Manager.

Your key responsibilities day to day will be… 

• First point of contact for customer complaints requests over the phone and email.
• Resolve and retain existing customers through investigation, problem solving and resolution of queries.
• Build good relationships with internal stakeholders including customer service, tech support and installations.

• You will take ownership of 10 to 15 complex customer complaints over phone and email  and use your your active listening and relationship building ability to investigate, review and resolve.