Sales and Service Advisor in Peterlee

Our business is focused on ensuring all our customersWe also measure our Net Promoter Score (NPS), and our From the design and development of our products andexperience the highest quality of service. It's this 12 month rolling average score is an amazing 69. services to the implementation of sales processes andcommitment to delivering only the best that we look forIn addition to the internal service quality measures, we also service delivery, we ensure we're meeting real customerin new team members. monitor customer review and rating websites. We have 4 needs and delivering consistently high levels of service.Each month our Customer Satisfaction Survey (CSS) is and 5 star ratings on many of the main customer review Monitoring all social media channels, we communicateemailed to every customer to whom services have been sites: Trustpilot; Google; Review Centre; Yell and Reviews.io directly with customers who raise issues, answering orprovided. We obtain feedback from between 3,000 to Our approach also underpins our commitment to the resolving them. We also monitor online consumer forums4,000 (almost one third of the total) each month, surveyingConsumer Duty and Treating Customers Fairly (TCF) which such as MoneySavingExpert and ConsumerActionGroup,each element of the service and using this to measure ouris at the heart of everything we do. providing comments and resolving customer concerns.delivery of consistently high levels of service., The best way to summarise the role as a Claims Negotiator is the resolution and there's such a range of cases it's never routine. negotiating the settlement of claims with motor insurers, It's not the usual contact centre role, you are speaking with getting the best outcome for the customer and Auxillis - but there's representatives of the insurers day to day, but there's also a lot of email a lot more to the role. communications. Obviously your main objective is to agree the best settlement value If you've worked in customer service or insurance it would definitely for motor accident cases, but it requires you to have a keen eye for help, but it's not essential. The induction and training support detail, to understand all aspects of the case and the skill to build a really helped build my confidence and get into the role quickly - compelling case. and there are always colleagues on hand to offer help if you need it. I really enjoy the responsibility the role offers, working with some of the biggest names in UK motor insurance you're negotiating, Each new recruit is provided with a comprehensive All team leaders have the responsibility of regularlyinduction and training programme with regular refreshercoaching and developing their own teams. You'll receivecourses. regular feedback on your performance and development and training to reflect this.InductionEveryone completes an initial two week induction Refresher Trainingprogramme. This ensures you have a clear Throughout your time at Auxillis there'll be a need tounderstanding of the company, our business, our services, our key systems and what's expected of youlearn new skills.in your new role. Refresher training sessions are regularly held to informThe Academy teams of new products or changes to existing ones, newOnce you've successfully completed your induction, you'llpartner arrangements as well as changes in processesmove to the Auxillis Academy. and procedures that may be needed to improve service or meet new regulatory requirements.The objective of the Academy is to develop the skillsLeadership Developmentyou'll need to be successful in your position and runs foraround 4 weeks. Our leadership development programme identifiesIn the Academy you'll start to handle 'live' calls but withtalented advisors and team managers we believe havecoaches and trainers on hand to assist and provide callthe skills and potential to progress within the business.monitoring feedback. The scheme aims to develop skills and competencies we expect to see in this group, preparing them to take upOnly when you graduate from the Academy will you key leadership roles in the future.become a member of an operational team in the contactcentre with approximately 10 advisors and a team leader.

• Determine if the vehicle is safe to drive or whether it communicate with any customer regarding the progress services, vehicle hire and vehicle repairs. should be recovered; of their claim.
• Understand clearly what the accident circumstances are;
• Delivering services 365 days a year 24 hours a day, Auxillis
• Explain which services we can provide;
• Advise the customer of their next steps.