Customer Service Advisor

Hull, £18,112.50 Per Year (FTE)



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, 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 and 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 Vizion member

Ensure accurate processing and deployment/reallocation of claims 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 SLAs

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 feedback 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 SLAs

To promote our business and that of our clients by providing exceptional and friendly service at all times

Key Skills

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

Closing Date for applications 5pm on Friday 5th March 2021.

Other vacancies

Hull - Monday to Friday 10am to 2pm - 20 hours p/w

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