Customer Service Advisor

Carpenters Limited; United States; Hybrid; USD 42,000 - 54,000; Full time

Benefits offered by this job

Hybrid working model (in relevant role

25 days' holiday per annum

Pension scheme

Life Assurance Scheme (4 x salary)

Medicash health/wellbeing benefits

Wellbeing champions

Training and development opportunities

Funded social events

Job summary

Carpenters Group is seeking a Customer Support Advisor in a hybrid role to investigate and resolve customer queries and complaints about claims. You will work with internal and external teams to ensure fair outcomes and high service standards.

Key qualifications include experience with insurance/nos and a strong focus on Treating Customers Fairly, with excellent communication, attention to detail, and the ability to manage time and IT-based case work. Training and development are supported.

Qualifications

• Experience in the conduct of insurance claims notification and handling processes and/or personal injury claims handling and litigation.
• A strong awareness of good customer service and Treating Customers Fairly.
• Attention to detail and able to interpret information, make sound decisions and take ownership of issues to resolution.
• Excellent interpersonal and communication skills, both written and oral.
• Organised, time management skills and an ability to work under pressure and flexibly to meet business deadlines;
• Strong IT/case management skills.

Responsibilities

• Handle customer queries in an efficient and effective manner to ensure the continual contribution to the firm’s quality of all services offered;
• Ensure customers are treated fairly and in accordance with all Company policies and procedures;
• Monitor the Customer Support Team results to ensure there is a continual contribution to the firm’s quality of all services offered.
• Assist with the administration and investigation of customer queries, including liaison with all appropriate internal and external parties to secure the relevant information to quickly deal with and resolve the query;
• Contact customers by all appropriate means to gain a full understanding of their query in order to progress the issue to a fair outcome and resolution as quickly as possible;
• Keep up to date with all insurance, claims and legal developments and procedures and internal processes;
• Assist in the identification of any risk, training or performance needs, both within the team, department and businesswide;
• Contribute to continuous improvement within the Customer Support function;

Skills

Insurance claims handling

Customer service

Treating Customers Fairly

Attention to detail

Interpersonal communication

Time management

IT / case management

Job description

Job Purpose

The Customer Support Advisor is responsible for investigating and resolving customer queries and complaints relating to the handling and progress of their claim. Working closely with internal teams and external parties, the role ensures fair outcomes, clear communication, and a high standard of customer service.

Key Responsibilities

• Handle customer queries in an efficient and effective manner to ensure the continual contribution to the firm’s quality of all services offered;
• Ensure customers are treated fairly and in accordance with all Company policies and procedures;
• Monitor the Customer Support Team results to ensure there is a continual contribution to the firm’s quality of all services offered.
• Assist with the administration and investigation of customer queries, including liaison with all appropriate internal and external parties to secure the relevant information to quickly deal with and resolve the query;
• Contact customers by all appropriate means to gain a full understanding of their query in order to progress the issue to a fair outcome and resolution as quickly as possible;
• Keep up to date with all insurance, claims and legal developments and procedures and internal processes;
• Assist in the identification of any risk, training or performance needs, both within the team, department and businesswide;
• Contribute to continuous improvement within the Customer Support function;

Experience & Knowledge

• Experience in the conduct of insurance claims notification and handling processes and/or personal injury claims handling and litigation;
• A strong awareness of good customer service and Treating Customers Fairly;
• Attention to detail and able to interpret information, make sound decisions and take ownership of issues to resolution;
• Excellent interpersonal and communication skills, both written and oral.
• Organised, time management skills and an ability to work under pressure and flexibly to meet business deadlines;
• Strong IT/case management skills;

Desirables

• Ability to interpret information, identify risk and provide feedback in a clear and concise manner;
• A customer service qualification or a willingness to undertake progress towards a recognised and relevant qualification;
• A knowledge and experience of ISO frameworks, including ISO10002;

Here at Carpenters group diversity and inclusion matters, it is integral to our culture and we welcome applications from everyone. We celebrate difference and believe in equal opportunities for all.

About us

Here at Carpenters Group, we’ve been providing legal and insurance services across the UK for over 30 years.

We’ve grown from a small law firm into a 1500 people strong team made up of insurance professionals, legal experts and best in class corporate services, working across seven office locations.

We work in partnership with household name insurers to deliver a variety of fully outsourced claim solutions. We also represent individuals who need expert legal support.

As a great place to work our core values underpin how we behave. Our working environment is positive and informal, and we encourage people to work together to perform at their best.

We understand that our success as a business depends on the success of our people, which is why we invest in your training, development and social projects, helping everyone to connect and grow.

No matter what stage of your career, at Carpenters Group there is a place for you to achieve your potential.

Benefits

• 25 days' holiday per annum
• Holiday buy and sell scheme
• Hybrid working model (in relevant role)
• 2 x Volunteering days to support charitable initiatives
• Matched Giving – up to £250 matched for personal charity fundraising for a registered charity
• Medicash cash plan – claim back dental / physio / optical appointments
• My Medicash App – including access to rapid digital physiotherapy and skin cancer screening assessments plus fitness videos and wellbeing tools
• Discounts and cash back on travel and shopping through Medicash extras
• Life Assurance Scheme (4 x salary)
• Pension scheme
• Funded driving theory test (in relevant role)
• Active network of Wellbeing Champions – providing mental health support
• Training and development opportunities
• Funded social events to connect with your colleagues
• Dress for your day policy