Location: Hull, site based
Salary: A GBP 25,225 per annum
The company 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, be able to follow individual brand requirements and directives, ensuring 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 as required, keeping in close contact with the Bodyshop/Insurer and Customer throughout the repair process to ensure all SLAs are maintained and adhered to.
Key Responsibilities
* Ensure that you are kept fully up to date with SLAs
* Ensure that you are aware and understand the KPIs the repairers are to adhere to as a Member
* Ensure accurate processing and deployment/reallocation of claim notifications to repairers via rules-driven in-house management system within SLA
* Ensure hire sheets are recorded and updated correctly to keep costs to the business and clients to a minimum by managing hire periods
* Provide investigative feedback on any queries to the company and their clients where necessary
* Progress customer claims within the company's management system, ensuring they are actioned within internally agreed SLAs
* Manage daily tasks within agreed SLAs
* Oversee day-to-day body shop performance regarding KPIs, breaches, and cancellations
* Build relationships within the repair network to ensure smooth customer repair transitions from start to finish
* Act as a first-level contact for repair network members, clients, customers, and team members, providing progress updates as required
* Receive incoming calls and emails, acting promptly and professionally
* Monitor inboxes and action emails in a timely manner
* Record all client issues and feedback to Line Manager, Network Performance Analyst, and Management Team where necessary
* 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 targets set by your Team Leader/Line Manager on a daily/monthly/annual basis
* Assist with other Advisors' caseloads as requested to ensure full service provision
* Maintain and update claims data promptly from all sources
* Provide accurate and detailed records using management systems for comprehensive audit trails
* Promote data security and adhere to DPA and information security standards
* Follow Company Policies and Procedures
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