As a Customer Care Advisor, you’ll investigate and resolve customer complaints, working towards fair and balanced outcomes that meet both customer expectations and business requirements. You’ll manage a varied caseload and work closely with teams across the business to ensure a smooth and professional service.
Key Responsibilities
* Investigate and resolve customer complaints in line with regulatory and company requirements
* Handle a wide range of queries including damage, hire vehicles, repairs, and technical concerns
* Work with customers to reach fair and mutually agreeable resolutions
* Keep accurate and detailed records of customer interactions
* Manage and resolve complex or ongoing customer issues
* Issue refunds or compensation where appropriate
* Produce clear written responses and reports outlining complaint investigations
* Work collaboratively with teams across the business
* Ensure all work meets regulatory and data protection requirements
* Monitor and respond to queries in the team inbox
* Negotiate costs with third parties where required
* Manage your workload effectively to meet deadlines and targets
About You
We’re looking for someone who is customer-focused, organised, and confident communicating with a range of people.
Qualifications
* Strong communication skills, both written and verbal
* Good IT skills, including Microsoft Outlook, Word, and Excel
* A customer-focused approach with the ability to show empathy
* Strong organisational and time management skills
* The ability to prioritise and manage multiple tasks
* Confidence handling challenging situations professionally
* The ability to work independently and as part of a team
* A positive and flexible attitude towards change
* Respect for confidentiality and sensitive information
What You’ll Bring
* A passion for delivering excellent customer service
* Strong problem-solving skills
* Attention to detail
* The ability to stay calm under pressure
* A proactive approach to managing your workload
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