Customer Liaison Officer

About the role

The Customer Liaison Officer will manage and resolve Expressions of Dissatisfaction (EOD) arising from motor claims involving accidental vehicle damage. Working within the Customer Support Team, you will ensure high‑quality service while adhering to brand requirements, service level agreements and performance targets.

Key responsibilities

• Act as the first‑level point of contact for customers, repair network members, suppliers and partners via phone and email.
• Process and resolve EODs in line with FCA guidelines and internal/external SLAs.
• Record all interactions accurately in the company’s management system to maintain comprehensive audit trails.
• Identify and communicate potential process improvements to reduce future EODs.
• Collaborate with internal departments to achieve timely resolutions.
• Review all pending and in‑progress EODs each morning as a priority task.
• Meet daily and monthly performance targets while managing workload efficiently.
• Support continuous improvement initiatives and suggest training needs.
• Perform additional duties as directed by the Management Team.

Required profile

• Professional communication skills and a customer‑focused attitude.
• Ability to work under pressure and meet defined targets.
• Strong organisational skills with attention to detail.
• Proactive mindset for identifying improvements and training opportunities.
• Commitment to adhering to company policies and procedures.

Required skills

What we offer

• Employee health and benefits scheme, including anonymous counselling and 24/7 GP service.
• Retail and gym discounts, medical cashback scheme.
• 21 days annual leave plus a birthday holiday and holiday purchase scheme.
• Performance‑based salary increments.
• Fun company events, free parking and monthly free food days.
• Close proximity to shops and amenities.
• Reward and recognition programmes.