Customer Experience Advisor

Customer Experience Advisor 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. 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. 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. Department Customer Experience Team Role Customer Experience Advisor Locations Nottingham Remote status Hybrid Nottingham Perks & Benefits Mental Health & Wellness🧠 Private Medical Insurance, Mental Health at work training for 100% of managers, enhanced sick pay, cycle to work scheme, massages, flu vaccinations, fruit baskets and many more! Your Life, Your Way💓 Care days, enhanced maternity and adoption pay, adding family members to your Private Medical Insurance Policy, buying and selling holidays, one to one catch ups with your line managers and much more! Financial Stability💸 Company-wide bonus scheme, enhanced pension scheme, thousands of discounts at high street retailers, no commission structures and much more! Career Development📚 Internal development schemes, 2x weekly personal development sessions, and much more! Workplace & Culture We tried to think of words that best describe what it’s like to work at First Response, but we thought that pictures might do a better job! If you like what you see, don’t forget to connect with us and be the first to find out what roles become available.