First Response Finance
Customer Experience Advisor
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About The Role
We're looking for a committed and customer-focused Satisfactory Quality Complaints Advisor to join our busy and fast-paced Customer Experience Team.
In this role, you'll be responsible for handling SQ complaints, which are complaints relating to a vehicle that has been purchased through a finance agreement with us. You will act as a key point of contact for customers and dealers, discussing ongoing complaints, logging new complaints accurately, and ensuring each case is progressed effectively.
You'll investigate concerns, gather information from multiple sources, and work towards achieving fair and timely resolutions. This is a rewarding role where you'll have the autonomy to make informed decisions and take on-the-spot action to support both customers and dealers, helping to deliver the best possible customer outcomes.
Working within a dynamic and often challenging environment, you'll need to remain calm and professional under pressure, demonstrating resilience, empathy, and strong judgement when managing complex or sensitive situations. No two days are the same, and you'll play a vital role in protecting customer trust and delivering an excellent customer experience.
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Key Responsibilities
- Handle inbound calls relating to ongoing complaints and customer concerns.
- Log and accurately document new complaints in line with company processes.
- Liaise with customers, dealers, and internal stakeholders to gather information and progress cases.
- Use sound judgement and decision-making skills to determine appropriate actions and next steps.
- De-escalate challenging situations and manage conflict professionally and empathetically.
- Maintain accurate records and provide clear written communication throughout the complaint journey.
- Work collaboratively with colleagues to ensure consistent and high-quality customer outcomes.
- Meet service standards and deadlines while managing a varied workload.
What We're Looking For
The successful candidate will be able to demonstrate:
- Excellent verbal and written communication skills.
- Strong decision-making and problem-solving abilities.
- Natural empathy and a genuine desire to help people.
- Effective conflict resolution and negotiation skills.
- The ability to remain calm, professional, and resilient when dealing with difficult or emotional situations.
- Consider all of the information impartially to ensure fair and correct outcomes and advice is provided.
- Confidence in taking ownership and making decisions independently.
- Strong organisational skills and attention to detail.
- The ability to work effectively as part of a supportive team.
- A positive attitude and willingness to adapt in a fast-paced environment.
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Pay and Benefits
- A starting salary of £28,934 moving to £37,531 after three years, along with an annual company bonus scheme
- Working Monday to Friday 09:00 - 17:30
- Hybrid working at your line manager’s discretion
- And many more!
Why Join Us?
This is an opportunity to make a real difference to our customers' experience while developing your complaint handling, customer service, and decision-making expertise. You'll be part of a supportive team that values collaboration, professionalism, and delivering the right outcome for our customers and dealer network.
If you're resilient, customer-focused, and thrive in a fast-paced environment where no two days are the same, we'd love to hear from you.
Apply today and help us deliver exceptional customer outcomes.
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