Customer Service Advisor

Smiley & Co, Ltd.; Wellingborough; On-site; GBP 25,000 - 30,000; Full time

Job summary

An established industry player is looking for a Customer Service Advisor to join their dynamic Claims Team. This role involves providing exceptional administrative support, managing motor claims, and ensuring the highest standards of customer service. The company is dedicated to employee development and fostering a positive workplace culture, making it an exciting opportunity for those passionate about delivering quality service. If you thrive in a supportive environment and enjoy building relationships, this role could be the perfect fit for you.

Benefits

Employee health and benefits scheme

21 days annual leave

Additional birthday holiday

Holiday purchase scheme

Performance based salary increments

Fun Company events and functions

Free parking

Monthly free food days

Close to shops and amenities

Reward and recognition

Qualifications

• Strong communication and data input skills are essential.
• Ability to work autonomously and in a team to achieve targets.
• Customer-focused with a commitment to service excellence.

Responsibilities

• Provide professional administrative support within the Claims Team.
• Manage customer claims and ensure SLA compliance.
• Build relationships with repair network and provide progress updates.

Skills

First class communication skills

Accurate data input skills

Ability to build and maintain relationships

Ability to work to agreed deadlines

Good planning and organisational skills

Good problem-solving skills

Customer focused

Good knowledge of Microsoft Office

Job description

Location: Wellingborough, site based

Salary: Starting at £25,225 per annum

Hours: 37.5 hours per week, Monday to Friday plus 1 in 6 Saturdays (8.30am - 12.30pm)

Our client is a forward-thinking organisation dedicated to fostering a positive and inclusive workplace culture. Located in Hull and Wellingborough, they pride themselves on their commitment to employee development, wellbeing, and innovation.

Their 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.

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

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

The Role

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.

Key Responsibilities

• 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 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 their 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 their 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 their business and that of their clients by providing exceptional and friendly service at all times
  
  

Skills And Qualifications

• 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
  
  

Benefits

• 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
• Holiday purchase scheme
• Performance based salary increments
• Fun Company events and functions
• Free parking
• Monthly free food days
• Close to shops and amenities
• Reward and recognition
  
  

To Apply

If you feel you are a suitable candidate and would like to work for this reputable company, please click apply to be redirected to their website to complete your application.