Customer Service Advisor

Ad Warrior Ltd; Hull and East Yorkshire; Vor Ort; GBP 24.000 - 29.000; Vollzeit

Zusammenfassung

Vizion Network in Hull is seeking a Customer Service Advisor to join the Claims Team. You will handle incoming calls and emails, process motor claims, and work to SLA targets while delivering professional service to customers, repair networks, and insurers.

This permanent, full-time role offers 37.5 hours per week (Mon-Fri with 1 in 6 Saturdays) and a salary of £26,234 per annum. You will maintain accurate records, provide progress updates, and support management to ensure a smooth customer

Qualifikationen

• First class communication skills are essential.
• Accurate data input with attention to detail.
• Ability to build and maintain relationships with customers and partners.
• Good planning and organisational skills to meet targets.
• Strong problem solving and decision making abilities.
• Customer focused with a proactive service approach.
• Proficient in Microsoft Office applications.

Aufgaben

• Receive and respond to customer enquiries via calls and emails.
• Process motor claims from initial contact to handover.
• Maintain SLA adherence and provide progress updates to stakeholders.
• Manage hire sheets and track costs to minimise expenses.
• Collaborate with the Bodyshop/Insurer and customers throughout repairs.
• Record all information for audit trails and data security.

Kenntnisse

First class communication

Accurate data input

Relationship building

Planning and organisation

Problem solving

Decision making

Customer focus

Microsoft Office

Tools

Microsoft Office

Jobbeschreibung

Customer Service Advisor

Location: Hull

Salary: £26,234 per annum

Vacancy Type: Permanent, Full Time (37.5 hours per week, Monday to Friday plus 1 in 6 Saturdays (8.30am - 12.30pm)

Vizion Network is a forward-thinking organisation dedicated to fostering a positive and inclusive workplace culture. Located in Hull and Wellingborough, we pride ourselves on our commitment to employee development, wellbeing, and innovation.

Our mission is to attract, develop, and retain exceptional talent by fostering a diverse, inclusive, and respectful workplace where every employee feels valued, respected, and empowered.

We champion equity, recognising that our strength lies in the unique backgrounds, perspectives, and talents of our people.

Through transparent practices, continuous development, and meaningful engagement, we strive to create an environment where all employees can thrive and contribute to our shared success.

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, be 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, keeping in close contact with the Bodyshop/Insurer and Customer throughout the repair process to ensure all SLA's are maintained and adhered to.

Role Profile

• 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 as a Vizion Member
• 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

Closing date for applications is Monday 2nd November 2026.