Location: Wellingborough, site based
Salary: Starting at GBP 25,225 per annum
Hours: 37.5 hours per week, Monday to Friday plus 1 in 6 Saturdays (8.30am - 12.30pm)
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 their 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 possible standards of customer service, follow individual brand requirements and directives, and ensure that service level agreements and performance targets, both on an individual and team basis, are maintained. The Customer Service Advisor is responsible for deployment, management, and progression of motor claims relating to vehicle accidental damage, from initial contact to repair handover and aftercare, maintaining close contact with the Bodyshop/Insurer and Customer throughout the repair process to ensure all SLAs are adhered to.
Key Responsibilities
* Ensure you are fully up to date with SLAs.
* Understand and adhere to the KPIs for repairers as a Member.
* Process and reallocate claim notifications to repairers via the in-house management system within SLA.
* Record and update hire sheets accurately to manage costs effectively.
* Provide investigative feedback on queries to the company and clients where necessary.
* Progress customer claims within the management system, ensuring they are actioned within internal SLAs.
* Manage daily tasks within agreed SLAs.
* Oversee day-to-day body shop performance, KPIs, breaches, and cancellations.
* Build relationships within the repair network to ensure smooth customer repair transitions.
* Act as a first point of contact for repair network members, clients, customers, and team members, providing progress updates as needed.
* Handle incoming calls and emails promptly and professionally.
* Monitor and action emails in personal and general inboxes timely.
* Record all client issues and feedback to Line Manager, Network Performance Analyst, and Management Team.
* Assist with reporting for analysis and management of the department/region/client.
* Liaise with the Network Performance Analyst and other departments for assistance and resolution.
* Work towards daily, monthly, and annual targets set by the Team Leader/Line Manager.
* Assist with other Advisors' caseloads as required to ensure comprehensive service provision.
* Maintain and update claims data accurately from all sources.
* Ensure detailed recording of all information for audit purposes.
* Promote data security at all times, adhering to strict confidentiality protocols.
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