Job Description

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