Senior Customer Service Advisor

Job Title: Senior Customer Service Advisor

Location: Cheadle, Manchester (SK3 0UX)

Monday to Friday, 7.5 hours per day based on 1 of 3 shifts: 08:00 - 16:30, 09:00 - 17:30 or 09:30 - 18:00 and Saturday on a rota basis (after training); 9am - 1pm

Our client are the largest third-party accident management and claims handling provider in the UK; serving insurers, brokers and fleet operators by providing a wide range of claims handling solutions across the motor, property and legal claims sectors.

Currently looking for a passionate and motivated individual to join the Credit Services team in the role of Senior Customer Service Advisor. This is an exciting opportunity for someone looking to develop a career in the insurance industry. To be successful you will need to have excellent customer service skills, have the ability to work independently and take responsibility for deadlines and deliver excellent customer service.

Duties and Responsibilities:

• To deal with general claims queries and advising the client accordingly
• Accurately maintaining records of customer contact and diarising follow-up contact
• To monitor and manage the team telephone Service Levels
• Complete weekly call and file audits
• Daily MI reporting as required
• Provide induction training to new team members
• Identify team member training need requirements and own training delivery, including providing feedback.
• Compiling statistical information as required and preparing reports as necessary
• To support team members in achieving individual and team targets
• Promote the corporate image of the Company and the Company's clients through the provision of the highest level of service quality at all times.
• Efficiently deal with written and verbal communications, both internal and external
• Liaise with other departments and employees as appropriate to ensure the efficiency of our processes

The ideal candidate will have:

• Previous experience of working within the insurance industry
• Persuasive communicator and negotiator
• A positive and self-confident approach displaying composure under pressure when dealing with third parties and customers as representatives of the company
• Ability to develop good working relations with internal and external clients
• Computer proficiency and knowledge of Microsoft Office applications
• Excellent written and verbal communication skills

Desirable:

• Understanding of ABI GTA
• Highly organised with the ability to work both independently and as part of a team
• a problem solving attitude
• Previous experience of supporting colleagues to achieve company goals

What's in it for you?

As an employee you will receive excellent benefits which include:

• A progressive salary architecture whereby your salary increases in line with completion of training modules and processes
• Opportunities for personal development and external training
• Death in service benefit of three times salary from first date of employment for all eligible employees
• Pension via auto enrolment
• Subsidised gym membership
• A generous staff social fund for use on social events and outings, both in and out of the office
• Amazon voucher every year on your birthday
• Free fruit available every day in the office
• Christmas savings scheme for anyone who wishes to have help budgeting for Christmas
• A free eye check each year and contribution towards glasses

How to apply

If you feel you meet the criteria for the role of Senior Customer Service Advisor, please click on 'Apply' and complete a short application process