Customer Liaison Technical Assistant

Location: Hull or Wellingborough (site based, with some potential travel to either site)

Starting Salary: £28,314

38.5 hours per week

Benefits

• 29 days annual leave, including statutory bank holidays
• Additional birthday holiday day
• Holiday Purchase Scheme (on completion of probation period)
• Employee Assistance Programme, including counselling and 24/7 GP
• Company events and functions
• Free food days
• Free parking
• Close to shops and amenities

As the Technical Assistant, your primary responsibility is to support the investigation and resolution of technical complaints, focusing on vehicle repair quality issues. You will ensure robust complaints handling processes are followed, placing customer outcomes at the heart of everything we do at Vizion and aligning with client expectations.
Working closely with the Customer Liaison Manager and Customer Liaison Team Leader, you will contribute to maintaining a consistent, fair, and effective approach to complaints handling, identifying technical faults, assisting with root cause analysis, and turning insight into actionable improvements.
You must have a strong background in customer service, ideally with exposure to vehicle repair or technical claims, and a passion for continuous improvement and delivering outstanding service.

Role profile

• Support the resolution of escalated complaints where technical vehicle repair issues are identified.
• Conduct thorough investigations, liaising with repairers, engineers, and customers to assess repair standards and recommend appropriate resolutions.
• Provide expert technical advice to the Customer Liaison Team to support complaint closures and enhance knowledge within the team.
• Act as an escalation point for technical queries from clients, customers, suppliers, and repair network members.
• Assist in the development and training of the Customer Liaison Team to improve their technical understanding of vehicle repair and complaint resolution.
• Offer technical guidance to claim handlers on repair-related issues.
• Monitor daily workflow including ensuring all Pending and In Progress End-of-Day (EOD) tasks are reviewed and addressed promptly.
• Ensure all complaint handling is compliant with regulatory guidelines and internal procedures.
• Support the Customer Liaison Team, Leader and Manager in their responsibilities and provide cover during their absence when required.
• Contribute to departmental process reviews and identify opportunities for service improvements.
• Undertake technical and operational projects that utilise your experience and support the wider goals of the business.
• Maintain the highest standards of data protection and compliance with DPA, GDPR, and information security policies.
• Represent the business and its clients professionally and positively at all times.
• Carry out any other duties reasonably required by the Senior Management Team.

Person Specification

• Proven technical knowledge of vehicle repair processes and quality standards.
• Strong experience in customer service and complaint handling, preferably in an automotive or claims environment.
• Confident communicator with excellent verbal and written communication skills.
• Skilled in using Microsoft Office applications, particularly Excel and Word.
• Organised and methodical, with the ability to manage competing deadlines and priorities.
• Strong problem-solving skills and ability to interpret technical findings and customer impact.
• Collaborative team player who can also work independently with high attention to detail.
• Proactive, with a continuous improvement mindset and the ability to drive positive change.

To apply, please send across a copy of your covering letter and CV to recruitment@vizionnetwork.co.uk