Customer Service Advisor Wellingborough, £19,018 Per Annum

Role Profile:

  • 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 Vizion 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 our 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 our 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 our business and that of our clients by providing exceptional and friendly service at all times

Person Specification:

  • 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

Other vacancies

Share our Vizion