Senior Customer Service Advisor

18000.00 - 19000.00 GBP Annual
07 Oct 2019
04 Nov 2019
Contract Type
Full Time
Great opportunity for a Senior Customer Service Advisor with experience of working within the insurance industry, to join a forward thinking and innovative Claims Management company based in Ipswich.

Duties of Senior Customer Service Advisor

* Proactive management of allocated handlers ensuring all service level agreement SLA's are met or exceeded and ensuring delivery of SLA in all required areas - daily, weekly and monthly

* Training, guiding and supporting allocated handlers

* Allocating work to handlers within the team. Target setting and achievement.

* Ensuring that required quality is maintained by performing quality audits - file/call.

* Ensuring customers are kept updated by the team on the progress of repairs and that downtime is controlled to minimise any delay.

* Using MI reports to drive SLA achievement and identify anomalies within the live repairs to minimise potential problems.

* To handle customer complaints and escalate necessary issues to the Team Leader.

* Carrying out Training needs analysis and delivering appropriate training

* Managing performance at team and individual level in the areas of productivity, quality and behaviours

Skills required for Senior Customer Service

* Microsoft Word / Excel knowledge

* Feedback, Coaching and training delivery experience

* Ability to interrogate data and MI accurately, preparing reports where required

* Organisation and planning experience

* Problem solving skills and resolution

* Leadership Qualities - consistent staff motivation, lines of command, staff are competent, confident and understand expectations

* Knowledge of relevant legislation -Financial Ombudsman Service (FOS) & Financial Services Authority (FSA).

* Knowledge of vehicle types and areas of damage

* Performance management experience

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 training

* 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