Customer Service Advisor
Location: Wellingborough, site based
Salary: Starting at £25,225 per annum
Hours: 37.5 hours per week, Monday to Friday plus 1 in 6 Saturdays (8.30am - 12.30pm)
About the Company
Our client is a forward-thinking organisation dedicated to fostering a positive and inclusive workplace culture. Located in Hull and Wellingborough, they pride themselves on their commitment to employee development, wellbeing, and innovation.
Their mission is to attract, develop, and retain exceptional talent by fostering a diverse, inclusive, and respectful workplace where every employee feels valued, respected, and empowered. They champion equity, recognising that their strength lies in the unique backgrounds, perspectives, and talents of their people.
Through transparent practices, continuous development, and meaningful engagement, they strive to create an environment where all employees can thrive and contribute to shared success.
The Role
To provide professional administrative support within the Claims Team and to company Management / Directors. As a Customer Service Advisor, you will deliver the highest standards of customer service, adhere to individual brand requirements, and ensure service level agreements and performance targets are met. You will manage and progress motor claims related to vehicle accidental damage, from initial contact to repair handover and aftercare, maintaining close communication with the Bodyshop/Insurer and Customer throughout the process to ensure SLAs are maintained.
Key Responsibilities
1. Keep updated with SLA requirements.
2. Understand and adhere to KPIs for repairers.
3. Process and reallocate claim notifications accurately within SLA using the management system.
4. Record and update hire sheets to control costs.
5. Provide investigative feedback on queries to the company and clients.
6. Progress customer claims within the management system within SLA.
7. Manage daily tasks within SLAs.
8. Monitor repair network performance, KPIs, breaches, and cancellations.
9. Build relationships within the repair network for smooth customer repairs.
10. Act as first point of contact for repair network members, clients, and customers, providing progress updates.
11. Handle incoming calls and emails professionally and promptly.
12. Monitor and action emails and messages timely.
13. Record client issues and report to Line Manager and relevant teams.
14. Assist with departmental reporting and analysis.
15. Collaborate with departments to resolve issues.
16. Work towards targets set by the Team Leader/Line Manager.
17. Assist colleagues’ caseloads to ensure full service delivery.
18. Maintain accurate claims data and documentation.
19. Promote data security and comply with DPA and information security standards.
20. Follow company policies and procedures, reflecting company values.
21. Handle complaints per policy, capturing full details for reporting.
22. Process and resolve expressions of dissatisfaction within FCA guidelines and SLAs.
23. Provide exceptional, friendly service to promote the business and clients.
Skills and Qualifications
* Excellent communication skills.
* Accurate data input skills.
* Ability to build and maintain relationships.
* Ability to meet deadlines, targets, and objectives.
* Teamwork and autonomy in high-accuracy work.
* Strong planning and organizational skills.
* Problem-solving and decision-making abilities.
* Customer-focused attitude.
* Proficient in Microsoft Office.
Benefits
* Employee health and benefits scheme, including counselling, GP service, discounts, and cashback.
* 21 days annual leave plus birthday holiday.
* Holiday purchase scheme.
* Performance-based salary increments.
* Company events and functions.
* Free parking.
* Monthly free food days.
* Close to shops and amenities.
* Reward and recognition programs.
To Apply
If interested, please visit the following link to complete your application:
https://vizionnetwork.co.uk/careers/vacancy?j=10140
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