Customer Service Case Handler — First-Contact Expert

ExamWorks Investigation Services Limited; Bolton; Hybrid; GBP 24,000 - 29,000; Full time

Job summary

ExamWorks Investigation Services Limited in Bolton is seeking a motivated Customer Service Advisor to join our team. You will be the first point of contact for solicitors, insurers, medical suppliers and claimants, delivering professional, efficient, and empathetic service while handling a range of enquiries and providing case updates.

This permanent role involves a minimum three-month secondment, with full training provided.

Qualifications

• Excellent verbal and written communication skills.
• Outstanding telephone manner.
• Strong customer service focus.
• Effective problem-solving abilities.
• High level of accuracy and attention to detail.

Responsibilities

• Handle inbound and outbound telephone calls professionally and efficiently.
• Provide exceptional customer service while dealing with complex enquiries.
• Take ownership of customer queries and follow through to resolution.
• Keep customers informed on the progress of their case.
• Identify opportunities to reduce repeat contact and improve customer experience.
• Build and maintain positive relationships with clients, experts, and customers.
• Navigate case management systems to progress cases and update records.
• Ensure complaints are resolved at the first point of contact or escalated appropriately.
• Complete assigned tasks within agreed timescales and service standards.
• Participate in training and development activities as required.
• Support colleagues and contribute to a collaborative team environment.

Skills

Excellent communication

Telephone etiquette

Customer service

Problem solving

Attention to detail

IT skills

Independent worker

Fast-paced environment

Tools

CRM software

Case management systems

Telephony systems

Job description

ExamWorks Investigation Services Limited in Bolton is seeking a motivated Customer Service Advisor to join our team. You will be the first point of contact for solicitors, insurers, medical suppliers and claimants, delivering professional, efficient, and empathetic service while handling a range of enquiries and providing case updates.

This permanent role involves a minimum three-month secondment, with full training provided.