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Customer Service Advisor

  • Full-time
  • Claims Operations

Description

Would you like to join a Team of Extraordinary people that give their best?

We are the market leader in Property Damage Restoration. For over 60 years we have delivered best-in-class service, while our constant investment in our people, technology and equipment ensures that we continue to be the UK’s premier restoration company to work for.

 

We help people who have suffered losses caused by events such as fire, flood, accidental damage and storm. Our core values of Integrity, Excellence and Empathy serve as a guide to our people in their everyday interactions with others.


Requirements

Key Activities & Accountabilities


• Dealing with telephone & e-mail queries and working within agreed service level to respond to 

customer needs

• Achieve call monitoring targets

• Provide support to the Policy Holder/Customers of the claim, giving prompt and accurate advice

• Prioritising and organising your workload to ensure deadlines are adhered to

• Investigate & understand customer job-related queries and forwarding to the correct department 

for resolution

• Where required, locate and pass claim files/calls to other members of staff

• Meeting and greeting visitors and ensuring all visitors are signed in

• Taking and relaying messages

• Ensuring the reception area is clean and presentable at all times

• Updating and amending documents as necessary

• Undertaking any ad hoc administrative tasks from all areas of the business

• Receiving and sorting internal post. Frank and dispatch outgoing post

• Photocopying/scanning/faxing and other clerical support

• Co-ordinating meeting room bookings

• Sending drying certificates

• Updating builder database

• Immediately report any complaint/problems to the Claims Manager, in accordance with the formal 

complaints procedure

• Recommend ideas for development of the IT systems to the Claims Centre Manager to assist in 

improving effectiveness of the department

• Work towards your own personal targets and continued career development

• Work towards ‘Gateway to Success’ 

• Investigate & understand customer job-related queries and forwarding to the correct technician or 

team manager for resolution

• Updating customer database


Key Interfaces


• Customers

• Claims Operations Director

• Claim Team Managers

• Claims Handlers

• Dispatchers

• Credit Control Department

• Area Operation Managers

• Technicians


Benefits

Benefits as a

  • Competitive salary
  • 25 days holiday
  • Annual bonus scheme
  • Employer pension contribution
  • Annual Christmas party
  • Seasonal flu jabs
  • Employee Assistance Programme
  • Wide range of development and training
  • Dress down Friday
  • Team building events…

Do you feel you meet the criteria for the position of Customer Service Advisor ? If so, we encourage you to apply today.