Customer Service Advisors

Activate Group Limited; United States; Hybrid; USD 28,000 - 34,000; Full time

Benefits offered by this job

33 days holiday

Health cash plan

Enhanced family leave

Life assurance (3x salary)

Free breakfasts and fresh fruit

Birthday surprise

Job summary

Activate Group is seeking a Customer Service Advisor to support our claims process, ensuring repair instructions reach the right repairer and updates are logged against customer SLAs. You will handle high volumes of calls, update systems, and provide detailed progress reports to stakeholders.

Based in the UK, you may work from home or at one of our contact centres, with development opportunities and a supportive team culture that emphasises excellent service and career progression.

Qualifications

• Experience in customer service or contact centre environment.
• Excellent written and verbal communication skills.
• Ability to manage own time and workload.

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.
• 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.

Skills

Customer service excellence

Strong communication

Time management

Problem solving

Outbound/inbound calls

Attention to detail

Tools

Avant software

CRM system

Job description

We're looking for a Customer Service Advisor to join our team, and play a key role in ensuring repair instructions are deployed to the most suitable repairer, in accordance with customer SLAs. 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. Activate Group is a growing UK business with 1,000+ team members nationwide. This is an exciting opportunity to build a long-term career with a company that values its people and offers genuine development and progression opportunities.,

• 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.
• 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

Desirable (but not essential):

• Experience of working in a fast paced/contact centre environment (desirable)
• Experience within the insurance and claims industry (desirable).

At Activate Group, we want everyone to have the tools and support they need to do their best work. We're an innovative business that continuously reviews and improves our systems, processes and ways of working, making sure they support our teams to do their jobs effectively.

Every role at Activate Group is aligned to our wider business vision and purpose - making someone's bad day better. You'll understand how your role contributes to the bigger picture and how your work helps deliver excellent outcomes for customer and partners. We believe work should be enjoyable. We make time to celebrate success, recognise achievements and bring people together at team events and company-wide celebrations. We'll also support your ongoing development through regular feedback and career planning. Whether you're based in one of our contact centres in Halifax, Peterborough or Huddersfield, working at an Activate Accident Repair (AAR) site, or working from home, you'll be part of a supportive culture where people are encouraged to succeed. A bit about us Activate Group is a fast-growing business approaching 1,000 team members nationwide. We work with some of the UK's largest fleets and insurance companies, supporting drivers that have been involved in road incidents through our contact centres in Halifax, Peterborough and Huddersfield. We manage every step of the repair journey - repairing vehicles at our own Activate Accident Repair (AAR) body shops, as well as through a UK-wide network of trusted independent repair partners. We also work with the UK's largest vehicle manufacturers, supporting their approved repair programmes, and deliver innovative technology solutions to fleets, vehicle repair centres and dealerships.

Our purpose & 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.

We believe in rewarding our people for the great work they do. When you join Activate Group, you can expect:

• 33 days holiday, including bank holidays
• Personal health cash plan - claim back the cost of everyday healthcare such as dental and optical check-ups
• Enhanced maternity, paternity, adoption and shared parental pay
• Life assurance at three times your basic salary
• Free breakfasts and fresh fruit
• A birthday surprise for everyone