Overview
Customer Advisor Motor Claims (Write Off) role at Vxplore. Location: Leicester office, in the city centre and a short walk from the train station. Working hours: 37.5 hours per week, Monday to Friday, rotational pattern between 09:00 – 17:30. Training: first 4 weeks, face to face in the office. Salary: starting £25,150 with progression to £25,500 after training (approximately 8 weeks), with potential to grow to £30,000 as a Mastery Customer Claims Handler.
Your Role
You will be part of a busy and fast-paced department that provides support to customers involved in road traffic accidents, regardless of fault. Your role involves communicating with customers by phone and written means, and discussing options if a vehicle was deemed a write-off. Our objective is to get customers back on the road as quickly as possible. You will prioritise a simple, straightforward journey by keeping customers updated throughout the lifecycle of their claim and proactively chasing updates from repair suppliers. If a vehicle is a write-off, you will update customers on the valuation.
Responsibilities
* Manage a portfolio of policyholder write-off claims.
* Handle incoming calls from customers and external partners; make outbound calls.
* Provide excellent customer service with empathy, setting clear expectations and providing regular updates throughout the claims process.
* Maintain accurate records, reserves and a proactive diary system to ensure timely case reviews.
Qualifications / Skills
* Outstanding customer service with excellent verbal and written communication skills.
* Strong active listening and negotiation skills.
* Proactive, well-organised, and able to prioritise workload.
* Natural ability to lead conversations and handle objections; high attention to detail.
What We Offer
* Full training with industry experts; buddying system after training.
* Up to 5% annual discretionary bonus.
* Relaxed, friendly and diverse working environment.
* Career progression and professional qualifications support.
* Onsite facilities including an on-site restaurant and Costa coffee; refer a friend scheme (£500 per referral).
* All required tech provided (e.g., Microsoft Surface laptop).
* 25 days holiday + bank holidays (plus buy/sell up to 5 days).
Additional Information
As a Disability Confident employer, Hastings Group is committed to inclusive recruitment. For this position, we provide online assessments with adjustments available on a case-by-case basis. Hastings Group is an equal opportunities employer; applications from all suitably skilled persons are welcome, regardless of gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. Referencing includes credit and criminal record checks.
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