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)
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, 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 SLA's are maintained and adhered to.
Key Responsibilities
Ensure that you are kept fully up to date with SLA's
Ensure that you are aware and understand the KPI's the repairers are to adhere as a Member
Ensure accurate processing and deployment / reallocation of claim notifications to repairers via rules driven in house management system within SLA
To ensure hire sheets are recorded and updated correctly to ensure costs to the business and clients are kept to a minimum by constant management of hire periods
Provide investigative feedback on any queries to the company and their clients where necessary
To progress customer claims within the company's management system ensuring they are actioned within internally agreed SLA's
Ensure daily tasks are managed within agreed SLAs
Management of day to day body shop performance of KPIs, breaches, and cancellations
To be responsible for building relationships within the repair network to ensure the smooth transition of customer repairs from start to finish
Act as a first level point of contact for repair network members, clients, customers and team members and provide progress updates as required
To receive incoming calls and emails and act promptly, dealing with all enquiries or actions in a professional manner
Monitor personal and general inboxes and action emails within a timely manner
To record all client issues and feed back to your Line Manager, Network Performance Analyst and the Management Team where necessary
Assist with any reporting requested for analysis and management of the department/region/client
Liaise with designated Network Performance Analyst and any other departments to seek assistance and resolution where required
Work towards achieving targets set on a daily/monthly/annual basis provided by your Team Leader/ Line Manager
Assist with other Advisor's caseload as and when requested to ensure full service provision
Ensure that claims data is maintained and kept fully updated with information from all sources in a timely manner
To ensure you provide accurate and detailed recording of all information utilising their management systems so as to provide comprehensive audit trails
Promote data security in and outside of the business at all times, strict adherence to DPA and information security standards
Adhere to stated Company Policies and Procedures and carry out all duties in a way which is consistent with their clients' values
The completion of duties as required from time to time by the Management Team
Manage complaints in line with policy ensuring full and in-depth information is captured and logged to enable full reporting on Expressions of Dissatisfaction
Ensure that you process and resolve expressions of dissatisfaction within FCA Guidelines and internal/external SLA's
To promote their business and that of their clients by providing exceptional and friendly service at all times
Skills and Qualifications
First class communication skills
Accurate data input skills
Ability to build and maintain relationships
Ability to work to agreed deadlines, targets and objectives
Able to work as part of a team as well as autonomously to a high level of accuracy
Good planning and organisational skills
Good problem-solving skills
Good decision maker
Commitment to providing a first-class service to customers and repairers
Customer focused
Good knowledge of Microsoft Office
Benefits
Employee health and benefits scheme, including anonymous counselling service, 24/7 GP service, retail and gym discounts and medical cashback scheme
21 days annual leave
Additional birthday holiday
Holiday purchase scheme
Performance based salary increments
Fun Company events and functions
Free parking
Monthly free food days
Close to shops and amenities
Reward and recognition
To Apply
If you feel you are a suitable candidate and would like to work for this reputable company, please click apply to be redirected to their website to complete your application.
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