Claims Advisor

ao.com; Crewe; Hybrid; GBP 22,000 - 28,000; Full time

Benefits offered by this job

33 days holiday

Pension contribution

AO Arena ticket prizes

Health cover

Job summary

AO PLC in Crewe is seeking a Claims Advisor to be the main contact for customer issues, with a focus on property damage claims. You will work with a supportive team to resolve cases efficiently and communicate outcomes clearly to all parties.

We expect excellent verbal and written communication, strong time management, and analytical thinking. The role is full-time, permanent, and based on-site at our Crewe location with attractive benefits.

Qualifications

• Experience in a Contact Centre or Claims Advisor background.
• Excellent verbal and written communication skills.
• Able to manage multiple deadlines and time-sensitive claims.
• Strong PC skills including Word, Excel and Outlook.

Responsibilities

• Dealing with End User customer complaints and property damage claims.
• Corresponding with customers via Email and Telephone.
• Obtaining supportive evidence for claims to aid resolution.
• Reviewing claims and processing them according to guidelines.
• Making speedy decisions and communicating outcomes to parties.
• Keeping information up to date for future use.
• Liaising with Outbases, Driver Crews and 3rd party contractors as needed.
• Ensuring timely resolution and customer satisfaction.

Skills

Customer service

Communication

Time management

Analytical thinking

Tools

Microsoft Word

Microsoft Excel

Outlook

Job description

• Job type: Full time and permanent contract

Location: AO PLC, Latchford Building, Weston Road, Crewe, Cheshire, CW1 6GH

Making customers happy is at the heart of everything we do. As a Claims Advisor at AO you will be the main point of contact for all customer issues and enquiries. We treat every customer like our gran, and we’ll trust you to do the right thing. With support from the whole team around you including wider departments you will have the tools you need to provide the best customer service possible.

Here's What You Can Expect To Be Doing

• Dealing with End User Customer complaints
• Specifically dealing with property damage complaints.
• Corresponding with Customer via Email and Telephone.
• Obtaining supportive evidence for all claims made against the company in order to help resolve complaints as smoothly as possible.
• Reviewing all claims, and the processing them internally in accordance with current company guidelines.
• Making speedy decisions to resolve issues and the communicating those to all concerned parties.
• Keeping all information and correspondence up to date for future use.
• Communicate with our Outbases and Driver Crews as required.
• Dealing with 3rd Party Contractors as applicable with all settled claims.

A Few Things About You

• Possess excellent verbal and written communication skills.
• Able to provide excellent customer service consistently.
• Be an Analytical thinker.
• Have great organizational skills.
• Have a Contact Centre or Claims Advisor background.
• Experience of managing multiple deadlines.
• Time management skills as claims are extremely time sensitive.
• Be very processed orientated.
• Have a good level of PC skills including Word, Excel and Outlook.

A Bit About Us

We’re big on appliances and electricals, REALLY big. Washing machines, fridge freezers and TVs? They’re our bread and butter. Mobiles, Airwraps and Ring doorbells? Yep, those too. If it plugs in, powers up or makes life easier, AO probably has it.

But we’re more than that… For over 25 years, trust has been at the heart of everything we do, helping us become the UK’s most trusted electrical retailer. Our customers rate us 4.9 on Trustpilot from nearly ONE MILLION reviews and more 5-star ratings than any other UK electrical retailer, because they know they can rely on us and it’s the exact same for our AOers too.

We truly believe it’s more than just a job, we genuinely care about each other and our impact on making our customers lives easier, by helping them brilliantly. Everyone here knows how their role makes a difference. Our people are our superpower, so, when it comes to finding new AOers, we know it’s about more than just a CV, it’s about what makes you, YOU.

We have designed out benefits to cover everything from big moments to little help. As well as the essentials, like pensions and holidays, we’ve got out little own "AO Perks" to help you with the little things that matter.

To see all our benefits and perks, visit our AO benefits page;

• 33 days holiday (including bank holidays)
• Chance to win free tickets ever month at the AO arena
• At least 5% pension contribution
• Simply health cover with standard package but options to upgrade