Customer Service Advisor in Wellingborough)

Ad Warrior Ltd; Wellingborough; On-site; GBP 25,000 - 30,000; Full time

Job summary

An established industry player is seeking a Customer Service Advisor to provide exceptional support within their Claims Team. This role involves managing motor claims, ensuring adherence to service level agreements, and maintaining communication with customers and repair networks. The ideal candidate will possess excellent communication skills, a customer-focused attitude, and the ability to work both independently and as part of a team. Join a forward-thinking organization that values employee development and offers a supportive and inclusive workplace culture.

Benefits

Employee health and benefits scheme

21 days annual leave plus birthday holiday

Holiday purchase scheme

Performance-based salary increments

Company events and functions

Free parking

Monthly free food days

Close to shops and amenities

Reward and recognition programs

Qualifications

• Strong communication and data input skills are essential.
• Ability to build relationships and meet deadlines is crucial.
• Customer-focused attitude with problem-solving abilities.

Responsibilities

• Provide professional administrative support within the Claims Team.
• Manage and progress motor claims from initial contact to repair handover.
• Ensure service level agreements and performance targets are met.

Skills

Excellent communication skills

Accurate data input skills

Ability to build and maintain relationships

Ability to meet deadlines

Teamwork and autonomy

Strong planning and organizational skills

Problem-solving and decision-making abilities

Customer-focused attitude

Proficient in Microsoft Office

Job description

Customer Service Advisor

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)

About the Company

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 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 standards of customer service, adhere to individual brand requirements, and ensure service level agreements and performance targets are met. You will manage and progress motor claims related to vehicle accidental damage, from initial contact to repair handover and aftercare, maintaining close communication with the Bodyshop/Insurer and Customer throughout the process to ensure SLAs are maintained.

Key Responsibilities

1. Keep updated with SLA requirements.
2. Understand and adhere to KPIs for repairers.
3. Process and reallocate claim notifications accurately within SLA using the management system.
4. Record and update hire sheets to control costs.
5. Provide investigative feedback on queries to the company and clients.
6. Progress customer claims within the management system within SLA.
7. Manage daily tasks within SLAs.
8. Monitor repair network performance, KPIs, breaches, and cancellations.
9. Build relationships within the repair network for smooth customer repairs.
10. Act as first point of contact for repair network members, clients, and customers, providing progress updates.
11. Handle incoming calls and emails professionally and promptly.
12. Monitor and action emails and messages timely.
13. Record client issues and report to Line Manager and relevant teams.
14. Assist with departmental reporting and analysis.
15. Collaborate with departments to resolve issues.
16. Work towards targets set by the Team Leader/Line Manager.
17. Assist colleagues’ caseloads to ensure full service delivery.
18. Maintain accurate claims data and documentation.
19. Promote data security and comply with DPA and information security standards.
20. Follow company policies and procedures, reflecting company values.
21. Handle complaints per policy, capturing full details for reporting.
22. Process and resolve expressions of dissatisfaction within FCA guidelines and SLAs.
23. Provide exceptional, friendly service to promote the business and clients.

Skills and Qualifications

• Excellent communication skills.
• Accurate data input skills.
• Ability to build and maintain relationships.
• Ability to meet deadlines, targets, and objectives.
• Teamwork and autonomy in high-accuracy work.
• Strong planning and organizational skills.
• Problem-solving and decision-making abilities.
• Customer-focused attitude.
• Proficient in Microsoft Office.

Benefits

• Employee health and benefits scheme, including counselling, GP service, discounts, and cashback.
• 21 days annual leave plus birthday holiday.
• Holiday purchase scheme.
• Performance-based salary increments.
• Company events and functions.
• Free parking.
• Monthly free food days.
• Close to shops and amenities.
• Reward and recognition programs.

To Apply

If interested, please visit the following link to complete your application:

https://vizionnetwork.co.uk/careers/vacancy?j=10140