Halfords

About us

At Halfords, our mission is to inspire and support a lifetime of motoring and cycling. As a specialist retailer, we lead the market through customer-driven innovation and a distinct product range. We are dedicated to providing our customers with an integrated, unique, and convenient service experience—from e-bike and electric vehicle servicing to on-demand solutions. Our commitment is to foster customer loyalty by offering compelling reasons to keep coming back to our stores, ensuring a lifetime of motoring and cycling enjoyment.

The teams at our Redditch Support Centre work with every other area of our business, putting them at the heart of the action and playing a key role in our success and growth. Everyone brings their individual knowledge and experience to work every day, working as one team to keep things moving smoothly.

If you’re willing to get stuck in, you’ll love it here too. So put yourself at the heart of a dynamic, fast-paced working environment where expertise and focus take people far.

The role

As a Customer Support Claims Investigator at Halfords, you’ll play a key role in resolving customer complaints and potential claims with empathy, professionalism, and pace. From product issues to personal injury or property damage, you’ll handle a wide variety of complex cases—working cross-functionally with internal teams and third-party suppliers to find fair, cost-effective solutions that protect our brand and rebuild customer trust.

You’re calm under pressure, with strong written and verbal communication skills and a natural ability to listen, assess and respond with care. With a background in customer service—ideally within our retail or garage teams—you bring product know-how and a strong grasp of our systems and processes. Complaints handling, basic reporting, and CRM tools like Salesforce will already feel familiar, and you’re ready to take your skills to the next level in a more investigative role.

To you, it’s the chance to be part of a small, supportive team that takes real pride in doing the right thing for our customers—restoring confidence, solving problems, and turning difficult situations into moments of loyalty. This is a hybrid role with initial training in Redditch and occasional visits thereafter—but day-to-day, you’ll work remotely with autonomy, purpose, and the support to grow.

Key responsibilities

• Responsible for investigating and resolving potential claims and complaints, ensuring customers are responded to promptly and efficiently.
• Ensuring every customer that contacts us receives the highest level of care and compassion, turning each experience in to a positive by delivering excellent service.
• Corresponding with our third-party suppliers and other areas of the business in a professional manner.
• Monitor and analyse trends in claims and complaints cases, providing feedback to your Team Leader on recurrent issues and suggest preventative actions.
• Support our internal colleagues and outsource partners by using your expert knowledge to take ownership of any claims, personal injury or complaint cases and provide a satisfactory resolution for our customer.
• Build rapport with our customers, identifying their needs, engaging with them, and ensuring a customer for life.
• Ensure all customer contact is logged, as appropriate on the system in real time.
• Liaise with key Support Centre teams, PR agencies and legal sources, if necessary, to resolve customer issues and if escalated, contact is directed in line with the escalation policy

About you

• Excellent customer service and communication skills, both written and verbal.
• Able to demonstrate experience of resolving challenging situations whilst remaining professional and tactful.
• Be an empathetic, open minded individual with strong rapport building skills.
• Organised with the ability to multitask and work well in a fast-paced environment.
• Strong work ethic with a desire to develop yourself and others.
• Computer literate with excellent administrative skills.
• Experience within a similar resolution or customer claims-based role, and a good understanding of current Consumer Legislation would be beneficial but is not essential.

Reward & benefits

• A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, pension, life assurance, and enhanced family leave.
• Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations.
• We offer hybrid working with a blend of working in our Support Centre and from home.  
• You will have access to a wealth of employee discounts across the Halfords suite of products and services.
• Wellbeing and inclusion are at the heart of our colleague experience. We offer resources and ongoing support to enhance your wellbeing at work and active Colleague Networks supporting inclusion initiatives across Halfords.

Not sure you meet all the criteria? We'd encourage you to take the wheel and apply anyway! At Halfords we are committed to creating an inclusive workplace for our colleagues. We're an equal opportunities employer and proud to welcome applications from all backgrounds and embrace diversity within our one Halfords Family.