Repair Management Customer Advisor

ACTIVATE GROUP LIMITED; Huddersfield; On-site; GBP 27,000; Full time

Job summary

A growing customer service company in Huddersfield seeks a Repair Management Customer Advisor to manage vehicle claims from start to finish. Responsibilities include liaising with repairers, handling calls, and ensuring service levels are met. The role requires resilience, excellent communication, and problem-solving skills. Offering a competitive salary of £26,208 per annum and various benefits including 33 days of holiday and health cash plans. Join a leader in vehicle repairs and enjoy a supportive work environment.

Benefits

33 days holiday

Personal health cash plan

Enhanced parental pay

Life assurance

Free breakfasts

Birthday surprise

Qualifications

• Excellent customer service skills for a market leading customer journey.
• Strong problem-solving abilities and a positive attitude.
• Ability to manage own workload effectively in a fast-paced environment.

Responsibilities

• Manage vehicle claims from instruction to completion.
• Handle inbound and outbound calls to stakeholders.
• Update and maintain information in systems accurately.
• Ensure all service level agreements are met.

Skills

Resilient attitude

Excellent customer service skills

Problem solving skills

Ability to handle high volume of calls

Written and verbal communication skills

Time and workload management

Experience in fast-paced environment

Experience in insurance and claims industry

Tools

Avant Groups bespoke software

Job description

Job title: Repair Management Customer Advisor

Department: Customer Experience

Location: Huddersfield

Hours: 40 hours per week

Salary: £26,208 per annum

We’re looking for a Repair Management Customer Advisor to be part of our success story.

Listed in the 2022 Sunday Times 100: Britain’s fastest-growing private companies. Great career development opportunities – grow with us.

About the role

The Customer Service Advisor is responsible for repairs progressing effectively liaising with repairers to ensure repairs are managed effectively and in accordance with customer SLAs. The key objective of the role is to ensure vehicles are returned to customers as quickly as possible. They are also responsible for ensuring that all systems are updated and maintained efficiently.

All Customer Service Advisors are responsible for delivering excellent customer service at all times.

Key responsibilities

• Manage vehicle claims end-to-end from repair instruction to completion and escalating where necessary.
• Making outbound and receiving inbound calls to and from customers, clients, 3rd parties and repairers.
• Using Avant Groups bespoke software and databases to record, update and maintain information relating to each claim.
• Manage own workload, ensuring all claims assigned are progressing in line with set KPI’s and business targets.
• Provide accurate updates to all key stakeholders, ensuring all updates are sufficiently detailed to give a full disclosure of the present claim position.
• Ensure that all SLA's are met and exceeded.

Skills and experience

• Have a resilient and positive attitude.
• Excellent customer service skills, taking responsibility and providing a market leading customer journey.
• Excellent problem solving skills.
• Ability to handle a high volume of calls daily.
• Excellent written and verbal communication skills.
• Able to manage own time and workload.
• Experience of working in a fast paced/contact centre environment (desirable).
• Experience within the insurance and claims industry (desirable).

Benefits

• 33 days holiday (including bank holidays)
• Personal health cash plan – claim back the cost of things like dentist and optical check ups
• Enhanced maternity / paternity / adoption / shared parental pay
• Life assurance: three times basic salary
• Free breakfasts and fruit
• Birthday surprise for everybody!

What you can expect from us

At Activate Group, looking after team members is a major priority. Whether you're at our smart Halifax or Peterborough offices, one of our AAR sites or working from home, we'll make sure you have all the support you need to succeed.

From benefits that put your health and wellbeing first, to impressive rewards for our employee of the month, and little perks like free fruit and cereal, we’ll go out of our way to show how much we appreciate you.

A bit about us

Named by the Sunday Times as one of the UK’s 100 fastest-growing private companies, we employ more than 700 team members nationwide.

We work with some of the UK's largest fleets and insurance companies, supporting drivers that have been involved in a road incident at our contact centres in Halifax and Peterborough.

We look after every step of the repair process, repairing vehicles at our own Activate Accident Repair body shops, and through a UK-wide network of independent repair partners.

Want to know what it’s like to work with us? Take a look at our purpose and values. They define who we are, and how we work with team members, customers and suppliers:

Purpose

Make someone's bad day better

Values

• Make it happen – Be accountable. Take the initiative, work fast, and do a great job.
• Strive for better – Be bold. Challenge the norm – make small improvements often.
• Win together – Be a team-player. Win together, learn together, respect each other.