Customer Service Advisor

The Customer Service team are usually the first point of contact for our clients, who typically are referrers from insurance brokers, auto-body shops, large fleets and on some occasions private individuals. 

You are responsible for accepting new claims from them, when their clients or they have had a non-fault or fault road traffic accident.

You are responsible for seeing the claim progress through until payment of the final account or to a satisfactory conclusion. 

You will report directly to your Team Manager.

Main Duties

You will deal with all aspects of new claims.

You will communicate with your clients, the responsible party, their insurers, solicitors and various other parties involved in the process, by telephone and by written communication.

You will utilise our computerised case management system to follow up on any outstanding issues, such as witness reports, third party details, etc.

You will arrange for delivery and collection of credit hire vehicles from our extensive fleet to our clients, at all times ensuring that the client has the correct vehicle to suit their needs and which is delivered to them and collected from them at a safe and convenient place and time.

You will provide a general administrative service to your management team.

You will establish good working relationships with your fellow team members and referrers alike.

Standards

Dress code is smart-casual office attire (gentlemen, other than managers, are not required to wear ties) with a dress down day on Friday, unless otherwise advised.

To be courteous and professional in all your dealings with clients.

All data to be input accurately.

Confidentiality – client details - Data Protection Act.

Ensure work is carried out within appropriate timescales, prioritising your own work.

Keep your work area neat and tidy at all times.

Additional Information

Entry level holiday entitlement is 20 days Plus 8 Bank Holidays.

Holiday entitlement increases by one extra day for every full year service up to a maximum of 25 days.

The holiday entitlement year runs from January to December.

Normal hours of work are 8.30 a.m. to 5.00 p.m. Monday to Friday.

You will be expected to work approximately one in four Saturday’s 9.00 a.m. to 12.30 p.m.

You will be expected to work one late shift per week from 9.30 a.m. to 6.00 p.m.

All employees will be expected to serve a 3 month probationary period.

Pay structure:

Claims Handler Trainee (entry level) … £14,500 per annum

Claims Handler – Level 1 … £15,500 per annum (achievable after 3 months employment)

Claims Handler – Level 2 … £16,500 per annum (achievable after 9 months employment)

Claims Handler – Level 3 … £17,500 per annum (achievable after 15 months employment)

The company also operates a non-contractual Profit Share Staff Bonus Scheme.