Job Description

Bodyshop Customer Liaison Manager - Repair Network Provider (Insurance / ARC)

My client is one of the UK's largest repair networks, they work with insurers and accident repair centres across the country. This is an office based role in which you will be responsible to deal with customer enquiries regarding their vehicles. This role is based in Wellingborough, Northamptonshire. 
  • Salary: Circa £40,000 - To be discussed during the interview
  • 38.5 hours per week (Flexibility on Hours worked)
  • Monday to Friday only
  • Location: Wellingborough, Northamptonshire
Are you a seasoned Bodyshop Accident Repair Centre Manager looking to transition into an office-based role? We have an exciting opportunity for a Customer Liaison Manager specialising in complaints and compliments at our client's organisation.

If you have a background in effectively managing a bodyshop, your technical knowledge is invaluable for a role like this. You'll be implementing improvement strategies, and leading teams to achieve challenging objectives, this role might be the perfect fit for you.

Key Responsibilities:
  • Develop and implement a comprehensive framework for efficient complaint management, investigation, root cause analysis, and learning lessons from service issues.
  • Manage the development, implementation, and delivery of complaints strategies and policies across the business.
  • Ensure thorough and fair investigation of all customer complaints within agreed service standards, collaborating with other teams to translate insights into actionable measures.
  • Lead and motivate a customer liaison team, ensuring performance, conduct, training, and HR requirements are effectively managed.
  • Conduct root cause analysis of complaints and customer feedback, making recommendations for process improvement across the organisation.
  • Generate departmental reports and analyse KPIs for performance improvement.
  • Maintain open and productive relationships with internal/external customers.
  • Act as a point of escalation for complaint handling decisions outside of the standard process.
  • Uphold data security standards, including strict adherence to DPA, GDPR, and information security requirements.
The Ideal Bodyshop Liaison Manager:
  • Experience in planning and delivering Key Performance Indicators (KPIs).
  • Strong s skills with the ability to prioritise in a challenging, results-oriented environment.
  • Excellent communication skills, both verbal and written, with good analytics and decision-making abilities.
  • Proficiency in MS Office systems, including Excel and Word.
  • Experience in managing and developing a team.
  • Experience in dealing effectively with customers, clients, regulators, and third parties.
Desirable qualities of a Bodyshop Liaison Manager:
  • Experience in complaints within an insurance/regulated services industry.
  • Experience in a vehicle accident management environment.
Benefits of The Bodyshop Customer Liaison Manager:
  • Employee Benefits Scheme, including confidential counselling and 24/7 GP.
  • Company events and functions.
  • Free food days.
  • Free parking.
  • Close to shops and amenities.
  • Additional birthday holiday.
  • Holiday Purchase Scheme (on completion of probation period).
If you're interested in this vacancy and would like more information, please contact Lewis Fagen at Perfect Placement.

Perfect Placement UK Ltd are specialists in Automotive Recruitment, so if you are looking to advance in your Motor Trade Career, contact our expert Automotive Recruiters today to see how we can help with your Motor Trade Job search.