Claims - Claims Advisor

Evri; Morley; On-site; GBP 24,000 - 32,000; Full time

Job summary

Evri is seeking a Claims Support Advisor to join our team and help deliver an outstanding customer experience. You will review and assess all information to determine the validity of customer claims for lost, damaged, or disputed deliveries, within productivity and handling time targets.

This is a fast-paced role where no two days are the same, making it ideal for someone who enjoys problem-solving, ownership, and making a real difference for customers.

Qualifications

• Strong customer service experience in a contact centre environment.
• Professional and confident telephone manner with excellent listening skills.
• High level of accuracy and attention to detail.
• Competence in Microsoft Word, Excel, and Outlook.

Responsibilities

• Provide written and verbal updates to customers on claim status and outcomes.
• Obtain all required information to make informed decisions on claims.
• Decide whether to accept claims based on Terms.
• Collaborate with stakeholders to ensure correct outcomes for customers.
• Process payments and refunds with due diligence.
• Maintain accurate CRM records and proactive updates within SLAs.
• Help achieve KPIs and continuous improvement initiatives.

Skills

Customer service

Telephone etiquette

Attention to detail

Microsoft Office

Resilience under pressure

Team player

Customer-focused

Tools

CRM systems

Job description

Evri Group is the UK’s premier parcel delivery business, uniting four distinct brands—Evri, Evri Premium, a network of DHL, UK Mail and Irish e-commerce specialist Coll-8 to deliver more than 1 billion parcels and letters annually across the UK and to over 200 global destinations. With 12,000 colleagues, 30,000 couriers and drivers, 8,000 vehicles, and a nationwide network of hubs, depots and fulfilment centres, we combine over 50 years of expertise with the scale and flexibility to support everyone from casual senders to SMEs and major retailers. Driven by our friendly, ambitious and diverse people, we are passionate about delivering exceptional service and offer exciting opportunities across the Evri Group.

AbouttheRole

We'relookingfora talentedClaims Support Advisortojoinourteamandhelpdeliveranoutstandingcustomerexperience.

In this role, you will be supporting customers with their claims for lost, damaged or disputed deliveries within productivity and handling time targets, upholding the Customer Experience brand standards. You will review and assess all available information obtained by our customer service colleagues to make decisions on whether claims made by our customers are valid.

Thisisafastpacedrolewherenotwodaysarethesame,makingitidealforsomeonewhoenjoysproblem-solving,takingownership,andmakingarealdifferenceforcustomers.

WhatYou'llBeDoing

• Provide both written and verbal communication to customers providing updates on the status and outcome of their claim. Ensuring that you obtain all of the required information to make an informed decision on the outcome.
• Ensuring that all supporting evidence for customer claims is obtained, is correct and accurate.
• Make decisions on whether to accept the claims based on Terms.
• Work closely with other stakeholders to ensure the correct outcome for the customer.
• Working with a high level of due diligence when processing payments and refunds.
• Deliverexceptionalcustomerservice,resolvingcustomerquerieswhereverpossible.
• Takeownership,ensuringfairandtimelyresolutions,withprofessionalismandcare.
• Investigateparcelanddeliveryclaim enquiriesfromstarttofinish,usingallavailablesystemsandresources.
• Workconfidentlyinabusycontactcentreenvironment,maintainingprofessionalismandconfidentiality.
• Usemultiplesystemstoprocesstransactionsaccuratelyandefficiently.
• MaintainaccurateCRMrecordsandprovideproactivecustomerupdateswithinagreedservicelevels.
• Supportteamobjectives,helpingtoachieveKPIs,SLAs,such as productivity, claims handling times andcontinuousimprovementinitiatives.

WhatWe'reLookingFor

We'rekeentohearfrompeoplewhohave:

• Strongcustomerserviceexperience,ideallywithinacontactcentreenvironment.
• Aprofessionalandconfidenttelephonemannerwithexcellentlisteningskills.
• Highlevelsofaccuracyandattentiontodetail.
• GoodworkingknowledgeofMicrosoftOffice,includingWord,Excel,andOutlook.
• Resilienceandtheabilitytoremaincalmunderpressure,particularlywhenhandlingcomplaintsandhigh-stakescustomerissues.
• Theabilitytoworkindependentlywhilealsocontributingpositivelyaspartofateam.
• Acustomer-focusedmindsetwithagenuinepassionfordeliveringgreatservice.

Evri Group for everyone

We’recommitted to building a truly inclusive and diverse workplace where everyone can bring – and be – their whole authentic selves.

We’realso on a mission to be the UK’s most accessible delivery business. We’ve partnered with Scope, the leading disability equality charity, to improve deliveries for millions of customers and give extra support to our colleagues and couriers who need it.

Collaboration is key because we work better together. Bring passion, ambition and an open mind, and in return we’ll give you respect, flexibility and a place where you can thrive.