Overview
OOH Customer Service Representative (part-time)
Base pay range and start date information will be provided by your recruiter as part of the application process.
Hours of Work: Monday to Sunday (part-time evenings & weekends)
This role includes an 8-week training period. Training schedule: 9:00–16:00, Monday to Thursday (Week 1) and 16:30–21:30 thereafter. After training, contracted shift patterns will be discussed at interview.
Job Purpose
As a Customer Service Representative, you will be the first point of contact for customers who have suffered a loss following a vehicle incident. You will treat customers with understanding and empathy, capture relevant information efficiently and accurately, validate the customer’s policy and confirm indemnity, while providing an excellent customer experience. You will use effective questioning techniques and investigations to assess liability and offer the benefits of client supply chain for losses sustained, including legal representation as required.
Key Responsibilities
* Take inbound calls from customers as a result of a motor incident, validate cover and ancillary products, and assess liability
* Collate data accurately and effectively
* Provide an excellent customer experience with a friendly telephone manner and active listening
* Communicate clearly with customers and/or their representatives
* Meet own targets and SLAs
* Liaise with external companies and internal departments to effectively process the customer’s claim notification
* Resolve issues to avoid dissatisfaction escalating into complaints
* Contribute to continuous improvement with ideas
* Question and challenge peers/managers where processes do not meet expectations, keeping customers’ interests at the heart of the business
* Proactively pursue development opportunities
* Ensure safety through compliance with procedural and regulatory legislation as required by FCA
* Keep up to date with all communications, processes and procedures
* Adhere to company policies and procedures
* Promote and represent Carpenters Group externally and within the firm
Experience & Knowledge
* Previous experience in a telephone-based customer service/contact centre environment is desirable
* Professional approach with outstanding communication and customer service skills
* Strong written, oral and interpersonal skills
* Ability to work independently within defined boundaries
* Ability to work in a fast-paced environment
* Ability to collaborate with people across a wide range of levels and responsibilities
* Good IT/keyboard skills
* Attention to detail
* Good teamwork skills
About Us and Diversity
Here at Carpenters Group, diversity and inclusion matter and are integral to our culture. We celebrate difference and believe in equal opportunities for all.
Benefits
* 22 days plus bank holidays or a day in lieu
* Hybrid working model (in relevant role)
* Holiday buy and sell
* 2 volunteering days to support charitable initiatives
* Matched Giving – up to £250 matched for personal charity fundraising for a registered charity
* Medicash cash plan – claim back dental/physio/optical appointments
* Medicash app – rapid digital physiotherapy, skin cancer screening assessments, fitness videos and wellbeing tools
* Discounts and cash back on travel and shopping through Medicash extras
* Life Assurance Scheme (4 x salary)
* Pension scheme
* Funded driving theory test (in relevant role)
* Wellbeing Champions network for mental health support
* Training and development opportunities
* Funded social events to connect with colleagues
* Dress for your day policy
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