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.

You will have:

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