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Customer Service Advisor - City Centre Location

  • Location:

    Kingston Upon Hull, East Riding of Yorkshire

  • Sector:

    Internal

  • Job type:

    Permanent

  • Salary:

    Up to £18112 per annum + FT & PT, Free Parking, City Centre

  • Contact:

    Katy Harland

  • Contact email:

    [email protected]

  • Job ref:

    HUL/11198_1626793034

  • Published:

    10 days ago

  • Expiry date:

    19/08/2021

  • Startdate:

    ASAP

Job Description

Our Client:

Is the UK'S largest repair network. Our client was founded in 2009, they can offer reliable award-winning repair solutions, while offering the highest levels of customer service. Our client has been honoured to have been included in the London Stock Exchange group listing for the top 1000 businesses to inspire Britain and the Financial Times Top 1000 fastest growing companies in Europe.

What our client is recruiting:

Claims Progression Advisors / Customer Service Advisors on a Full Time

Full time hours - hours will be 8.30am - 5pm OR 9am - 5.30pm (1 in 4 Saturdays 8.30 -12.30).

Benefits Package:

  • Salary £18,112.50 per annum
  • City Centre Location - HU1
  • Free food Friday (last Friday of the month company pay for lunch)
  • Dress Down in the office
  • £250 staff referral
  • Charity Events throughout the year
  • Westfield Health
  • Free Car Parking

Role Specification:

  • 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 too.
  • 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
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