Customer Service Advisor

Vizion Network Limited; Wellingborough; Hybrid; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Health and wellbeing scheme

21 days annual leave

Birthday holiday

Salary progression

Company events

Free parking

Monthly free lunches

Convenient location

Rewards program

Job summary

Vizion Network Limited based in Hull and Wellingborough is seeking a Customer Service Advisor to join the Claims Team. You will deliver high standards of customer service, follow brand requirements, and maintain performance targets and SLAs at individual and team levels.

The role involves handling motor claims from initial contact through repair handover and aftercare, coordinating with Bodyshop/Insurer, and ensuring timely progress.

Qualifications

• 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.
• Commitment to providing a first-class service to customers and repairers.

Responsibilities

• Ensure SLA targets are understood and met on a daily basis.
• Progress customer claims within the company's SLA and keep clients informed.
• Coordinate with Bodyshop/Insurer and customers throughout the repair process.
• Manage hire sheets to minimise costs and monitor hire periods.
• Record client issues and feed back to Line Manager and teams.
• Provide accurate records of all information for audit trails and reporting.

Skills

Relationship building

Deadline oriented

Team player

Planning

Problem solving

Customer service

Job description

• 37.5 hours per week, Monday to Friday plus 1 in 6 Saturdays (8.30am - 12.30pm)
• Employee health and benefits scheme, including anonymous counselling service, 24/7 GP service, retail and gym discounts and medical cashback scheme
• 21 days annual leave
• Additional birthday holiday
• Performance based salary increments
• Fun Company events and functions
• Free parking
• Monthly free food days
• Close to shops and amenities
• Reward and recognition

Purpose

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

• 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
• Commitment to providing a first-class service to customers and repairers

Industry Recognised, Award Winning - a true team contribution

Vizion continues to be awarded as an industry leader and innovator by both bodyshop magazine and ABP, two of the industry's media giants and voted by repairers and industry gurus. We strive to maintain this achievement through employee engagement and collaboration.

Want to join a growing team? We look forward to meeting you!

Diversity and inclusion are the cornerstone of our culture and a fundamental part of our overall growth strategy.

We create healthy work environments for our employees, regardless of their gender, sexual orientation, disability, age, or ethnicity.

Employee benefits and rewards

Vizion offers a competitive benefits package which includes 24/7 GP access, reimbursement of health costs and shopping rewards.

Vizion also offers Employee Recognition rewards, weekly dress down days, monthly free lunches and health initiatives such as free fruit days.

Great leadership to help you thrive

Vizion is recognised as an industry leader across the automotive sector for innovation, solutions and our reputation within and across the industries in which we operate. Our leadership is often acknowledged by leading publications and professional organisations.