At a Glance
- Tasks: Manage motor claims and ensure efficient hire processes while supporting customers.
- Company: AX, a leading accident assistance provider with a focus on care and innovation.
- Benefits: Competitive salary, 22-27 days holiday, private healthcare, and professional development.
- Other info: Award-winning workplace prioritising wellbeing, diversity, and inclusion.
- Why this job: Join a supportive team that values your growth and makes a real impact.
- Qualifications: Experience in customer service, strong communication skills, and MS Office proficiency.
Join AX where our people and purpose drive us forward. At AX, we’re passionate about keeping drivers on the road and delivering exceptional care when it matters most. As a leading accident assistance and aftercare provider, we support customers involved in non-fault accidents by supplying replacement vehicles and managing their claims with empathy and efficiency.
Our values Inspired to Innovate, Always Respectful, Fully Accountable, and Delivering Delight are at the heart of everything we do. We foster a culture that prioritises wellbeing, development, and inclusivity, ensuring our people feel supported and empowered every step of the way. We’re a team that values care, quality, and customer satisfaction. You’ll be part of a supportive environment where your work is appreciated, and your development is encouraged.
About the role
We are looking for a Customer Support Advisor to efficiently and effectively manage a case load of motor claims during the period in which customers are utilising our hire vehicles. You will be required to attend the Fort Dunlop office for a minimum of two days per week.
What you’ll be doing:
- Manage the hire process including quality checking claims to ensure no delays have occurred which would/or could affect the recovering of our hire charges.
- Accurately assess claim status and documentation on receipt of assigned claims to ensure claims are managed in the most efficient manner.
- Correctly validate claim type (whether credit repair, third party or Policyholder Insurer) to ensure repair work is authorised appropriately.
- Verify all relevant and correct documentation is received to correct standard and recorded on the claim.
- Effectively monitor the timely processing of assigned motor claims to deliver agreed targets, customer expectations and business objectives.
- Liaise with external partners including Third Party Insurers, Policyholder Insurers, Solicitors, Referrers and Repairers with a view to progressing and actively managing the claim.
- Maintain effective contact with the customer keeping them updated and dealing with any issues or problems that may arise during the hire period.
- Ensure all costs associated to the hire period can be billed and recovered through efficient claims management or accurate notification of justifiable delays.
What you’ll bring:
- Demonstrable experience within a fast-paced customer service role, ideally phone-based customer service environment preferred.
- Clear verbal communication skills, demonstrating persuasive and assertive behaviour.
- Competent using MS Office.
- Ability to prioritise, recognising importance and urgency.
- Good written communication skills.
- Ability to work under pressure with a flexible attitude and approach, on own initiative.
- Demonstrate commercial awareness.
- Demonstrate behaviours in line with Company values; Inspired to Innovate, Always Respectful, Fully Accountable, Delivering Delight.
What we offer:
- Up to £28,300 OTE.
- 22 days holiday (plus bank holidays), rising to 27 with service.
- Workplace pension scheme.
- Bupa Private Healthcare (optional).
- Life Assurance (4x salary).
- Employee Assistance Programme and wellbeing tools.
- Retail discounts and savings.
- Ongoing professional development and career growth opportunities.
- One charity/volunteering day off per year.
Wellbeing, diversity and inclusion:
For the third year in a row, we are proud to share that we’ve won an Inspiring Workplace Award. This is testament to our commitment to fostering a positive and inclusive workplace where every individual feels valued, supported, and empowered and remain focused on creating a culture where everyone can thrive and feel genuinely appreciated. We’ve also achieved Thrive at Work Bronze Level accreditation from the West Midlands Combined Authority, recognising our commitment to improving health and wellbeing in our workplace.
If our values resonate with you and you’re excited about this opportunity, we’d love to hear from you. You might be just who we’re looking for.
Performance & Planning Analyst in Birmingham employer: AX UK
At AX, we pride ourselves on fostering a supportive and dynamic work environment where every team member plays a vital role in our mission to keep drivers safe and satisfied. With comprehensive training provided for the Car Valeter role, employees can expect ample opportunities for personal and professional growth, alongside a culture that values teamwork and exceptional service. Located in a vibrant area, working with us means being part of a dedicated team that truly cares about making a difference in our customers' lives.
StudySmarter Expert Advice🤫
We think this is how you could land Performance & Planning Analyst in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at AX UK. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like AX UK before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Performance & Planning Analyst in Birmingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to AX UK:Your cover letter is your chance to shine! Tell us why you want to work at AX UK specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at AX UK!
How to prepare for a job interview at AX UK
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
