Req # 9269
Bedford MK44 3JZ, UK
Job Description
Posted Sunday, 31 August 2025, 19:00
We are currently looking for a Customer Resolution Account Executive to join our Member Customer Relations team, based at our office in Bedford MK44 3JZ.
As a Customer Resolution Account Executive, you will be key to the investigation and resolution of our registered members’ complaints. You will account manage open complaints and monitor the progress of complaints, including liaison with internal departments to ensure that the complaint is dealt with efficiently. You will aim to deliver high levels of internal and external customer service.

WHAT WE NEED FROM YOU:

• Previous experience in the Motor trade or insurance industry is an advantage but not essential.
• Self-driven with a desire for continuous learning.
• Can empathize with customers and listen carefully.
• Is decisive and can distinguish when to be flexible and when to be firm.
• Can quickly identify and evaluate problems to reach a solution.
• Excellent communication skills with a confident and professional telephone manner.
• Proficient in the use of Microsoft including Excel and word.
• Strong attention to detail.
• Able to work on your initiative and in a team environment.
• Able to adapt quickly in a fast-paced environment and able to remain calm under pressure.
• Maintain a professional manner while dealing with customer complaints.

• Experience in a Customer Service environment.

  Duties and Responsibilities:

• Ensuring that complaints are responded to in a timely manner by thorough monitoring of the internal complaints system.

• Ensure that all data entry and administrative work is carried out accurately and in a timely manner by keeping the Complaint inbox up to date and that all complaints are logged on our internal complaints system.
• End to end account management of complaints.
• Full investigation of all complaints.
• Make decision on rejecting or upholding complaint.
• Raise Payment and finance process.
• Escalate complex complaints to relevant teams.
• Meet the required quality standards of operation through the monitoring of the internal complaints system responses and closures.
• Work with colleagues responding to complaints to ensure handling processes are clear and adhered to.
• Identify opportunities to improve our complaint handling process to ensure customer satisfaction.
• Assist the Complaints Manager with Reporting.

• Ensuring that complaints are responded to in a timely manner by thorough monitoring of the internal complaints system.
• Ensure that all data entry and administrative work is carried out accurately and in a timely manner by keeping the Complaint inbox up to date and that all complaints are logged on our internal complaints system.
• End to end account management of complaints.
• Full investigation of all complaints.
• Make decision on rejecting or upholding complaint.
• Raise Payment and finance process.
• Escalate complex complaints to relevant teams.
• Meet the required quality standards of operation through the monitoring of the internal complaints system responses and closures.
• Work with colleagues responding to complaints to ensure handling processes are clear and adhered to.
• Identify opportunities to improve our complaint handling process to ensure customer satisfaction.
• Assist the Complaints Manager with Reporting