Customer Liaison Manager

Job in Warrington, Cheshire, MK46, England, UK

Listing for: Solus Accident Repair Centres

Full Time position
Listed on 2026-07-22

Job specializations:

Customer Service/HelpDesk
Client Relationship Manager, Customer Service Rep

Overview

The role involves taking expert responsibility for managing and improving the performance of multiple sites, with a particular focus on handling customer complaints and expressions of dissatisfaction (EOD) include ensuring thorough and fair investigations of all complaints within agreed service standards, liaising with work providers to align services with their expectations, and accurately recording all complaints and their outcomes.

Responsibilities

The Role:

Assume expert responsibility for the management and performance of sites specifically when dealing with customer complaints or expressions of dissatisfaction (EOD)
Ensure that all customer complaints and EODs are thoroughly and fairly investigated within agreed service standards
Liaise with work providers and ensure that the service provided is in line with their expectations/obligations
Work with sites and ensure that all complaints/EODs are accurately recorded including any outcomes/compensation payments
Be an escalation point both internally and for work providers where dissatisfaction has been expressed
Support the sites that require additional guidance to assist with problem solving and decision making
Review and improve templates to ensure they meet the needs of each individual customer
Mentor new joiners and existing staff around th...

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