Customer Service Advisor (FTC)

Overview

• To proactively manage and resolve complaints and escalations within the repair process adding value to the customer journey.
• Communicating with contractors, policyholders and clients to a high professional standard keeping them informed at key stages.

Responsibilities

• To deliver a first class complaints and resolution process as part of the end to end repair handling service - progressing repairs efficiently and fairly in a manner that supports the customer and partners our client's brands and values.
• To deliver excellence by working in partnership with our contractors against the key measures of reduced duration, cost control and customer satisfaction.
• To really understand what matters to the customer and put this first.
• To identify and understand the nature of any blockages and failure demand - take ownership of issues and complaints to identify problems at root cause and adopt to getting it right first time to enhance the customer experience.
• To ensure that time spent adds value to the repair's lifecycle - undertake value work.
• To take sole responsibility for every repair personally handled - ensure parties are kept informed and work with others to build on end to end flow.
• To accurately validate and process contractor invoices and estimates / repair schedules.
• Build strong relations with colleagues, clients, and contractors to ensure a seamless repair handling service.
• Capture feedback and continuously look for systems and service improvements to enhance the overall repair handling process.
• To promote the Company ethics and values, focus on first principles of getting it right for the customer.

Qualifications

• The role will be office based, though you may be asked to travel to other Crawford offices and/or Contractor sites on occasion
• Liaise with internal colleagues and external stakeholders - Policyholders, Clients, Contractors
• Enjoys being a team player and openly shares knowledge and skills with others.
• Shows empathy to customers and distils confidence through technical expertise.
• Demonstrates personal integrity in a way which is consistent with the Company's core values.
• Demonstrates a 'can do' attitude and is solution orientated to focus on systems improvement.
• High learning capacity to build on technical knowledge.
• Is open and adaptive to change and shows a flexible attitude to meet the needs of the customer.
• Experience in customer service and relationship management.
• Direct experience as an end-to-end complaints handler.
• Insurance or Construction Qualification or commitment to achieve.
• Previous experience in property or building insurance claims handling or knowledge of building repairs highly advantageous.
• Knowledge of Insurance Principles.
• General knowledge of Building Construction.
• Clear understanding of Client requirements.
• Sound technical skills to proactively manage building repairs.
• Good problem solving skills to identify failure demand and initiate resolution.
• Excellent verbal and written communication skills, to convey technical information in a clear and concise way.
• Well-developed interpersonal skills to build rapport and manage customer expectations.
• Good organisational and time management skills; to coordinate and deliver on a variety of actions concurrently, delivering every time to high standards.
• Strong computer literacy skills to make effective use of a variety of ICT platforms and applications.

Job Info

• Job Identification 3926
• Posting Date 03/09/2026, 10:12 AM
• Job Schedule Full time
• Locations Unit 14, Billericay, CM12 0EQ, GB (On-site)