Customer Service Officer

Responsibilities

• Effectively manage hire car arrangements and proactively oversee customer progress within the repair network.
• Resolve level one customer complaints efficiently and professionally.
• Work efficiently to strict deadlines and apply best practice protocols with minimal supervision.
• Support cohesive team initiatives, including workload sharing and balancing, to maintain consistent customer service standards.
• Proactively identify and resolve issues, remove blockers, and make timely decisions to ensure customer repairs are completed on schedule and to a high standard.
• Actively contribute to a positive and collaborative team environment, providing support to colleagues.
• Take ownership of actions, demonstrate an open‑minded approach, and commit to continuous learning and development.
• Deliver exceptional customer service and manage all associated system and administrative processes throughout the customer repair journey, ensuring full compliance with the GICOP.

Requirements

• Effectively manage hire car arrangements and proactively oversee customer progress within the repair network.
• Resolve level one customer complaints efficiently and professionally.
• Work efficiently to strict deadlines and apply best practice protocols with minimal supervision.
• Support cohesive team initiatives, including workload sharing and balancing, to maintain consistent customer service standards.
• Proactively identify and resolve issues, remove blockers, and make timely decisions to ensure customer repairs are completed on schedule and to a high standard.
• Actively contribute to a positive and collaborative team environment, providing support to colleagues.
• Take ownership of actions, demonstrate an open‑minded approach, and commit to continuous learning and development.
• Deliver exceptional customer service and manage all associated system and administrative processes throughout the customer repair journey, ensuring full compliance with the GICOP.

Summary

• Demonstrated ability to effectively prioritise and manage a varied workload.
• A professional demeanour, strong interpersonal skills, and high levels of personal resilience.
• A collaborative team player who actively supports colleagues and embodies our ‘one team’ values.
• Strong written and verbal communication skills.
• Sound analytical and problem‑solving abilities.
• Proven experience in delivering exceptional customer service and engagement.
• Proficiency in using claims and assessing software packages, with strong general computer literacy.
• Well‑developed and demonstrated understanding of the legislative, regulatory, and compliance obligations to operate within the FSR environment.

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