Job Title – Customer Service Officer – Car Rental Insurance Sector
Job Location – Leicester and WFH
Salary – £24k + 10% bonus
In the role you will provide a professional and friendly service to customers, managing the end-to-end customer service process, providing live and after rental support where applicable.
You will be responsible for ensuring a high level of performance for all Motor Insurer accounts assigned to you by working closely with the ISS Manager, Account Directors, Operations and Customers to deliver seamless service through complaint management, root cause analysis, detailed reporting, and fault correction.
You will serve as a point of escalation support for all accounts as required and attend business reviews to discuss queries related to rental performance.
Ideally, you will have a good understanding of vehicle rental or experience within a motor claims environment.
You should be familiar with FCA delegated authority processes and possess natural leadership skills with proven ability to lead a small team of complaint handlers.
Responsibilities:
* Establish and maintain good working relationships with internal teams and valued Insurance segment accounts.
* Understand complaint management, investigation, and root cause correction.
* Manage customer service queries related to live and closed rentals, completing full investigations and resolutions.
* Collaborate with ISS and Subcontracting Manager, Customer Experience Director, Sales team, and other Business Services teams to identify root causes of customer service queries and recommend improvements.
* Produce accurate and effective management reports.
* Work with valued accounts to exceed key Customer Service KPIs and support business reviews as required.
* Answer calls within agreed service levels to assist with the customer journey.
* Action and file all emails, ensuring agreed SLAs are achieved.
* Maintain complete security of all (UK) policies, rates, terms, and conditions.
* Ensure all cases are actioned within the SLA, performing full investigations for every case.
* Confirm all points are addressed for every case and that complete resolutions are provided.
* Ensure reporting templates are filled out correctly and sent within the SLA.
* Clearly explain the deposit, excess, damage, and fuel policy to customers where applicable.
* Action query emails promptly.
Key Skills Needed:
* Maintain a high quality of customer experience.
* Understand the company's Vision, Mission, and Values.
* Follow all operational procedures and working instructions applicable to the job.
* Manage individual and team KPIs within the agreed SLA.
* Report any system issues or contract discrepancies to the Account Manager/Director and your line Manager promptly.
* Portray a professional and courteous image at all times in attitude and appearance.
* Complete quality checks on work produced by your team.
* Collaborate with the ISS management team and Business Services Training & Quality team to ensure high-quality output from all team members.
* Support and manage a small team of complaint handlers.
* Experience in the motor insurance sector is desirable.
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