Customer Service Centre – Complaints Handler - Fix Auto UK
Contract: Full-Time – 40 Hours A Week (Home Working with some travel)
Shifts: Full flexibility Between 8:00am to 5.30pm Monday to Friday
Must to be based in the UK
Who is Fix Auto UK?
Fix Auto UK is one of the UK’s leading franchised accident repair networks, supporting insurers, fleet operators, corporate partners and franchisees through a national network of high-performing bodyshops. We are committed to delivering exceptional service, strong operational performance and long-term partnership value for our clients and franchise partners.
The Role
You will be responsible for managing customer complaints from start to finish, ensuring that all complaints are resolved in a timely, compassionate and satisfactory manner. You will work closely with the customer to resolve their complaints and queries in the right way and bring about the right resolution.
We pride ourselves in delivering exceptional service and ensuring our customers feel satisfied, so being able to turn a negative experience in to a positive one is at the heart of this role. As the front facing member of our business, you’ll be communicating with key stakeholders such as our insurer partners, our Franchise Partners, our Head Office Team and most importantly our customers.
Our brand reputation and loyalty are very important to us and we’re looking for individuals who are great team players with a forward-thinking mindset.
What is involved?
Our customer service roles are responsible for the incoming and outgoing customer dialog requiring strong communications and written skills working cohesively across the Customer Service team. Responsibilities include but are not limited to:
- Confident in managing customers throughout their journey with us, communicating between the relevant stakeholders, including our car body shop Franchise Partners across the UK
- Responding to customer queries in a timely and accurate way, via phone, email, or live chat
- Handle challenging conversations and complaints with professionalism and empathy, maintaining high service standards.
- Resolving and informing our customers and suppliers queries to aid a smooth customer journey.
- Ensuring our internal databases are kept up to date with accurate information on customer interactions and files
- Working in a fast paced team environment, handling multiple customer interactions at one time build sustainable relationships and trust with customer accounts through open and interactive communication
What do we need from you?
- Strong verbal and written skills with the ability to show attention to detail
- Strong customer service skills with a background in telephony-based roles.
- Experience of a role handling customer complaints
- Ability to establish collaborative customer relationships in a fast-paced environment
- Customer orientation and ability to adapt/respond to different types of characters
- Professional and friendly telephone manner
- Strong IT Skills
- Excellent attention to detail and accurate data entry capabilities.
- Proven problem-solving ability and a track record of delivering results.
Our interview process involves the below:
- Initial Teams Interview
- In person Interview
What we can offer
- 25 days holiday (including bank holidays)
- Pension Scheme
- Private Medical Insurance
- Life Assurance
- Opportunities for career development and progression
- Access to hundreds of discounts trough our Perks For Work Scheme
- Mental Health First Aid Trainig
- Head Office Team Days
If you are looking for a unique opportunity in a high growth organisation and recognise most of our requirements in yourself, please email Chloe Wale, People Services Coordinator ([email protected]) to request an application form by no later than 14th August 2026.
Benefits:
- Casual dress
- Company events
- Company pension
- Employee discount
- Free parking
- Life insurance
- On-site parking
- Private medical insurance
- Work from home
Work Location: In person
