Customer Service Advisor

BH921

Start Date:

Monday 30 December 2019

Location:

Wellingborough

Salary:

£18,375

Position Type:

Full Time and Part Time

Job Overview:

Job Description/Responsibilities

To provide professional administrative support within the Claims Team and to company Management/Directors. The Administrator is responsible for dealing with customers from initial contact to repair handover and aftercare as required. Customer care is most important in this role and must be sustained at all times. To communicate with repair network to ensure full compliance to SLAs.

Key Responsibilities:

  • Act as a first level point of contact for repair network members, clients, suppliers, customers and partners 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
  • The deployment of claim notifications to repairers via rules driven in house management system
  • To be responsible for processing claim management data input and administration tasks accurately within internal/external SLAs
  • Ensure that claims data is maintained and kept fully updated with information from all sources.
  • To ensure the accurate and detailed recording of all information utilising our management systems so as to provide comprehensive audit trails
  • Review repairer performance and adherence to agreed SLA’s in real time via the company’s internal systems targeted and exceptional reporting, liaise with your Line Manager and the Management Team to assist as required
  • Assist with any reporting requested for analysis and management of the department
  • Process and resolve expressions of dissatisfaction within FCA guidelines and internal/external SLAs
  • Highlight to line manager any potential process improvements across departments and the network to reduce the level of EODs
  • Promote data security in and outside of the business at all times, strict adherence to DPA and information security standards
  • To promote our business and that of our clients by providing exceptional and friendly service at all times
  • Adhere to stated Company Policies and Procedures and carry out all duties in a way which is consistent with our clients’ values
  • The completion of duties as required from time to time by the Management Team

Key Skills:

  • Good knowledge of Microsoft Office.
  • Excellent telephone manner.
  • Ability to work to agreed deadlines and 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.
  • First class communication skills.
  • Good decision maker.
  • Customer/network members/clients/suppliers and partner focused.
  • Commitment to providing a first-class service to network members, clients, customers, suppliers and partners.
  • Previous experience of working the motor repair, insurance industry, or similar environment.

 

Hours and Holiday:

  • Shift pattern (rotates) between 8am and 6pm Monday to Friday with 1 Saturday in 4, 8.30am to 12.30pm
  • 20 days plus Statutory Bank Holidays

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