Customer Service Advisor

This is a Customer Service Advisor role working within the Customer Claims Department. You will be working closely with a variety of departments in seeking to resolve claims with a view to minimising losses, whilst maximising customer retention where viable. The Customer Claims Advisor's role purpose is to investigate Customer Claims and provide responses in accordance with company claims policy to achieve personal and department's targets against set KPI's.

Success Criteria:
To be a successful Claims Advisor you will be required to investigate Customer Claims and provide responses in accordance with the companies claims policy and achieve personal and departments targets.
Claims handling can be seen as the last opportunity to "get it right" and turn a potentially disaffected customer into one with renewed loyalty, depending how their problem is handled.

You Will:
Record and investigate claims for compensation.
Respond to all written and telephone claims received in a timely and effective manner in accordance with the department standards.
Address objections from customers effectively and negotiate to achieve the best possible decision
Customer
Proactively communicate with customers and colleagues to advise ongoing status of each claim.
Liaise with relevant departments in order to manage claims and to agree business improvement actions in order to promote customer retention.
Provide Customer Service Agents and other colleagues with support and advice in settling customer issues.
Negotiate a mutually satisfactory conclusion for both the company and the customer where possible, minimising unnecessary additional costs both to customer and the company whilst adhering to Terms & Conditions.
Provide Customer Services and Sales staff with specialist insurance information related to high value and high risk claims
Provide advisory support to assess and agree the transportability of goods in line with Risk Management policies and insurance procedures and policy cover

Skills/Experience & Educational Background:

Skills/Capabilities
Good verbal and written skills
Excellent communication skills
Good attention to detail
Ability to deal with all levels of customers internal and external
Ability to work under pressure being customer focused at all times
Team Player
PC literacy essential

Education/Qualifications
Maths & English GCSE grade 4 or above (old A-C or equivalent).
Experience
2 years office experience

Extra Personnel is acting as an Employment Agency in relation to this vacancy