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  • Fareham, Hampshire
  • Salary negotiable
  • (Permanent)
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This business manages critical incidents in the car and home on behalf of the world’s leading insurers, brokers and fleet managers, together with warranty and service plan provision for many automotive manufacturers. They are incredibly busy with clients and customers and need 15 more Customer Service Advisors/Consultants for their Motor business call centre in Whiteley.

You will come on board to deliver excellent customer service to all customers and be vital in contributing to the achievement of your department objectives. They have a Service Level Agreement (SLA) with their clients that you will need to work to and you will be part of a fast paced friendly team and they ask that you will -

- Ensure all calls are answered within the agreed timings which is vital for the business, and display empathy when required as well as identifying the customer’s needs.
- Enter client and email notifications accurately whilst validating the claim details within the agreed SLA.
- Promote the Approved Repairer Network on all Notifications.
- Deliver excellent customer experience, and provide assistance to customers according to their policy entitlement.
- Develop, build and maintain working relationships externally with their clients, and internally with the Repair Progression Team
- Provide performance feedback of suppliers to the Repair Progression Team

As well as these essential duties you will also have experience of the following in a similar role as these form part of this job too

- Handling complaints within predetermined guidelines and service standards.
- Ensuring that the team meet service standards.
- Liaising with other departments as required providing the optimum service to all their customers.
- Playing an active role in communicating ideas and improvements for the business.
- Conducting duties in compliance with FSA and Data Protection guidelines
- Managing customer relationships to deliver excellent customer service
- Problem solving, influencing and making decisions

To be successful you will need the following

- Microsoft Office (Word, Excel, Power Point and Outlook).
- Knowledge/understanding of insurance market (preferred but not essential).
- Knowledge of customer service handling.
- Knowledge and awareness of department policies and procedures, and compliance standards, relevant to the department i.e. Financial Services Authority (FSA).
- Awareness of the financial implications of breach of procedure.
- Ability to think quickly and deal with difficult situations and customers.
- Overall secondary education, including English and Maths.

This is a people business, and they invest heavily to try to nurture a positive, can-do environment; to see that their people are engaged and challenged; that they receive support, training and opportunities; that they enjoy what they do and who they do it with.