Claims and Customer Service Advisor

TN United Kingdom; Gillingham; On-site; GBP 22,000 - 30,000; Full time

Job summary

An established industry player is seeking passionate individuals to join their Claims and Customer Service team. This role involves engaging with customers through inbound and outbound calls, ensuring a first-class experience while managing claims efficiently. The company values employee growth and offers a supportive work environment, competitive salary, and a comprehensive benefits package. If you thrive in a dynamic setting and have a strong service mentality, this opportunity could be the perfect fit for you.

Benefits

28 days holiday (including bank holidays)

Healthcare Cash Plan

Employee Assistance Programme

Cycle to Work Scheme

Refer a Friend Scheme

Team breakfasts and lunches

Celebration Day

Qualifications

• Experience in a fast-paced service-oriented role, ideally in a claims or contact center.
• Outstanding communication skills both verbal and written.

Responsibilities

• Answering incoming customer calls and providing high-quality service.
• Managing and escalating customer dissatisfaction when relevant.

Skills

Customer Service

Communication Skills

Problem Solving

Attention to Detail

Self-Motivation

Adaptability

Tools

MS Office

Claims Databases

Job description

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Claims and Customer Service Advisor, Gillingham

Client: ABL 1Touch

Location: Gillingham, United Kingdom

Job Category: Customer Service

EU work permit required: Yes

Job Reference: b4d93cb1eae4

Job Views: 42

Posted: 10.04.2025

Expiry Date: 25.05.2025

Job Description:

Gillingham

Working hours are 8am – 5pm or 9am – 6pm, with 1 in 3 Saturdays.

Do you have a passion for delivering first class customer service?

Are you a logical thinker with the ability to follow process in a methodical manner?

Are you able to remain calm and adapt in changing circumstances?

About Us:

ABL was established in 1994 and has remained a leader in the field of vehicle repair ever since. ABL works in partnership with insurance companies and prides itself not only in the quality of its work but in providing excellent customer service.

With recent investment and continued growth, we are looking for hard working, passionate and service driven individuals to join our Claims and Customer service team. You will join a team that are central to our business, providing a first class experience to our customers – managing inbound and outbound calls.

What can we offer you?

• Opportunity to earn more through additional incentives
• 28 days holiday (including bank holidays)
• Celebration Day (to use as you wish to celebrate a significant day in your life)
• Healthcare Cash Plan (including Gym and shopping discounts)
• Employee Assistance Programme
• Employee Engagement Budget (money to go out as a team and have fun!)
• Access to Mental Health First Aiders
• Cycle to Work Scheme
• Refer a Friend Scheme (earn £1,000 for referring people to join the team)
• Team breakfasts and lunches!
• Working as part of a fun and sociable team

What you will be doing:

• Answering incoming Customer calls, engaging with customers to provide a high quality service
• Contacting customers to arrange the booking in or collection of vehicles and allocation of courtesy cars
• Following process to load new claims into the system, in accordance with agreed SLAs
• Working with customers to obtain images to support the process of the vehicle repair
• Liaising internally with bodyshop management to ensure claims are kept up to date, communication is maintained with customers in a timely manner and appropriate documentation is kept
• Managing and escalating where relevant, any customer dissatisfaction

What we need from you:

• Experience of working in a fast paced service oriented role, ideally in a claims or contact centre background
• First class service mentality, with an understanding how to maintain customer satisfaction whilst balancing business requirements
• Self motivated and ability to use own initiative to prioritise workload and problem solve, sometimes under pressure
• Positive attitude with a flexible and resilient approach to change
• Outstanding communication skills both verbal and written
• Good level of computer skills, used to working with MS Office and claims / customer databases
• Good attention to detail and accuracy to ensure a right first time approach when keeping call notes

Joining our team at ABL1 Touch means becoming part of a dynamic organisation that values its employees and provides opportunities for professional growth. We offer a competitive salary, benefits package, and a supportive work environment.