Job Overview:

Our client is expanding we are currently recruiting for 11 new members of the team! If you have experience in customer services, ideally within a contact centre setting, and want to be part of a lively and busy team in a new, modern office environment then we could have just the opportunity!

PART TIME 21 HOURS

FULL TIME 38.5 HOURS 

As a Customer Service advisor, you will deliver the highest possible standards of customer service, able to follow individual brand requirements and directives, ensuring that service level agreements and performance targets both on an individual and team basis are maintained. 

Key Responsibilities:

• Ensure that you are kept fully up to date with SLA’s
• Ensure that you are aware and understand the KPI’s
• Ensure accurate processing and deployment / reallocation of claim notifications to repairers via rules driven in house management system within SLA
• To ensure hire sheets are recorded and updated correctly to ensure costs to the business and clients are kept to a minimum by constant management of hire periods
• Provide investigative feedback on any queries to the company and their clients where necessary
• To progress customer claims within the company’s management system ensuring they are actioned within internally agreed SLA’s
• Ensure daily tasks are managed within agreed SLAs
• To be responsible for building relationships within the repair network to ensure the smooth transition of customer repairs from start to finish
• Act as a first level point of contact for repair members, clients, customers and team members and provide progress updates as required
• To receive incoming calls and emails and act promptly, dealing with all enquiries or actions in a professional manner
• Monitor personal and general inboxes and action emails within a timely manner
• To record all client issues and feed back to your Line Manager, Network Performance Analyst and the Management Team where necessary
• Assist with any reporting requested for analysis and management of the department/region/client
• Work towards achieving targets set on a daily/monthly/annual basis provided by your Team Leader/ Line Manager
• Assist with other handlers caseload as and when requested to ensure full service provision
• Ensure that claims data is maintained and kept fully updated with information from all sources in a timely manner
• To ensure you provide accurate and detailed recording of all information utilising our management systems so as to provide comprehensive audit trails
• To promote our business and that of our clients by providing exceptional and friendly service at all times

Key Skills

• First class communication skills
• Accurate data input skills
• Ability to build and maintain relationships
• Ability to work to agreed deadlines, targets and objectives
• Able to work as part of a team as well as autonomously to a high level of accuracy
• Good planning and organisational skills
• Good problem-solving skills
• Good decision maker
• Commitment to providing a first-class service to customers and repairers
• Customer focused
• Good knowledge of Microsoft Office

• Previous experience of working the motor repair, insurance industry, or similar environment.