Customer Service Representative - OOH

Carpenters Limited; United States; Hybrid; USD 20,664,000 - 30,307,000; Part time

Benefits offered by this job

Hybrid working model

22 days plus bank holidays or day in L

Pension scheme

Wellbeing & training opportunities

Job summary

Carpenters is seeking a Customer Service Representative to be the first point of contact for customers after a vehicle incident. You will validate policy cover and indemnity, gather information, and provide support with empathy and accuracy.

Training will be 6 weeks, evenings 4:30pm–9:30pm, Monday to Thursday, then moving to contracted shifts discussed at interview. The role is 15 hours per week, with potential for hybrid work in relevant roles.

Qualifications

• Experience in a telephone-based customer service or contact centre environment.
• Excellent written and verbal communication.
• Ability to work under pressure and meet SLAs.
• Proactive and able to work on own initiative within guidelines.
• Good IT/keyboard skills and data entry accuracy.

Responsibilities

• Take inbound calls from customers following a motor incident and validate cover.
• Collate data accurately and efficiently for claims processing.
• Provide an excellent customer experience with a friendly telephone manner.
• Communicate clearly with customers and their representatives.
• Meet individual targets and SLAs and escalate where needed.
• Liaise with external partners and internal teams to process claims.

Skills

Communication skills

Customer service

Attention to detail

Teamwork

IT literacy

Job description

Start Date: 12th October.

Hours of Work: 15hrs - Monday to Sunday (part-time evenings & weekends)

This role includes a training period of 6 weeks. Training will be 4:30pm - 9:30pm Monday to Thursday. Following the training period, you will move onto your contracted shift pattern which will be discussed at interview.

Job Purpose

As a Customer Service Representative, you will be the first point of contact for our customers who have suffered a loss following an incident with their vehicle.

Treating our customer with understanding and empathy you will capture all the relevant information efficiently and accurately, validating our customer’s policy and confirming indemnity whilst providing an excellent customer experience. Utilising effective questioning techniques and/or investigations you will accurately assess liability offering customers the benefits of client supply chain for losses sustained as well as legal representation as required.

Key Responsibilities

• To take inbound calls from customers as a result of a motor incident, validating cover and ancillary products as well as assessing liability
• To collate data accurately and effectively
• To provide an excellent customer experience by way of a friendly telephone manner and active listening
• To provide clear communication to customers and/or their representatives
• To meet own targets and SLAs
• To liaise with external companies and internal departments in a timely and professional manner in order to effectively process the customers claim notification
• To resolve any issues avoiding expressions of dissatisfaction escalating into complaints
• To contribute towards continuous improvement with generation of ideas
• To question and challenge peers/managers where processes and procedures do not meet expectations and any activity that does not place customers interests at the heart of how we do business
• To drive your own development by actively seeking development opportunities
• To ensure customers and the business are kept safe through compliance to all procedural and regulatory legislation as required by FCA
• To take responsibility for your own actions ensuring you keep up to date with all communications, processes and procedures
• To adhere to company policies and procedures
• To actively and positively promote and represent the Carpenters group throughout the firm, and to external bodies

Experience & Knowledge

• Previous experience working within a telephone-based customer service/contact centre environment is desirable
• Professional approach
• Outstanding communication and customer service skills
• Strong written, oral and interpersonal skills
• An ability to work using own initiative within boundaries
• An ability to work in a fast-paced environment
• An ability to work effectively with people across a wide range of levels and responsibilities
• Good IT/Keyboard skills
• Attention to detail
• Good team working skills

About Us

Here at Carpenters, 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 delivering insurance and legal service across the UK from seven office locations.

We work in partnership with insurers, brokers and MGA’s to deliver a variety of fully outsourced claims solutions. Our focus is always on the customer and ensuring their claims journey consistently exceeds expectation.

Our culture is what defines us as an organisation and has been built around our 5 core values.

We pride ourselves in providing a positive working environment where we can work together towards our success. We understand that our success as a business depends on the success of our people, and that is why we have established an environment where all of our employees feel valued and able to perform at their best.

Diversity & Inclusion

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.

Benefits

• 22 days plus bank holidays or day in lieu
• Hybrid working model (in relevant role)
• Holiday buy and sell
• 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