Customer Service Advisor

Customer Service Advisor

Reporting to Claims Department Manager

Salary: £26,234

Benefits

• Wellingborough, site based
• 37.5 hours per week, Monday to Friday plus 1 in 6 Saturdays (8.30am - 12.30pm)
• Employee health and benefits scheme, including anonymous counselling service, 24/7 GP service, retail and gym discounts and medical cashback scheme
• 21 days annual leave
• Additional birthday holiday
• Holiday purchase scheme
• Performance based salary increments
• Fun company events and functions
• Free parking
• Monthly free food days
• Close to shops and amenities
• Reward and recognition

Responsibilities

• Ensure you are kept fully up to date with SLA's
• Ensure that you are aware and understand the KPI's the repairers are to adhere as a Vizion Member
• Accurate processing and deployment / reallocation of claim notifications to repairers via rules driven in house management system within SLA
• Ensure hire sheets are recorded and updated correctly to keep costs to the business and clients to a minimum
• Provide investigative feedback on any queries to the company and their clients where necessary
• Progress customer claims within the company's management system ensuring they are actioned within internally agreed SLA's
• Ensure daily tasks are managed within agreed SLAs
• Manage day to day body shop performance of KPIs, breaches, and cancellations
• Build relationships within the repair network to ensure smooth transition of customer repairs from start to finish
• Act as first level point of contact for repair network members, clients, customers and team members and provide progress updates as required
• Receive incoming calls and emails and act promptly, dealing with all enquiries or actions in a professional manner
• Monitor inboxes and action emails within a timely manner
• Record all client issues and feed back to Line Manager, Network Performance Analyst and the Management Team where necessary
• Assist with reporting requested for analysis and management of the department/region/client
• Liaise with designated Network Performance Analyst and other departments to seek assistance and resolution where required
• Work towards achieving targets set on a daily/monthly/annual basis provided by Team Leader/Line Manager
• Assist with other Advisor's caseload as and when requested to ensure full service provision
• Maintain claims data with timely updates from all sources
• Provide accurate and detailed recording of all information in management systems to supply comprehensive audit trails
• Promote data security and adhere to DPA and information security standards
• Adhere to stated Company Policies and Procedures in a way consistent with clients' values
• Complete duties as required from time to time by the Management Team
• Manage complaints in line with policy, ensuring full information is captured for reporting on expressions of dissatisfaction
• Process and resolve expressions of dissatisfaction within FCA Guidelines and internal/external SLA's
• Promote the business and that of our clients by providing exceptional and friendly service at all times

Person Specification

• First class communication skills
• Accurate data input skills
• Ability to build and maintain relationships
• Ability to work to agreed deadlines, targets and objectives
• Able to work as part of a team as well as autonomously to a high level of accuracy
• Good planning and organisational skills
• Good problem solving skills
• Good decision making skills
• Commitment to providing a first class service to customers and repairers
• Customer focused approach
• Good knowledge of Microsoft Office