Customer Service Agent - Drainage Team - Preston Office - 6 month Fixed Term Contract

We are looking to recruit a Temporary Fixed Term Contract for 6 months duration. CET provides a national service for drainage and watermains claims across the UK, working as specialists on behalf of major insurance providers. If you’re great at building rapport and trust, showing empathy and resilience, and going out of your way for people, then you’ve probably already got what it takes to succeed here.

Our Customer Service Agents deal with people from all walks of life every single day and some of them may be vulnerable so you’ll need to be able to build rapport with customers quickly, speak clearly and listen intently whilst working out how to solve problems to keep our customers happy. All around the UK people depend on our services, so when things go wrong in their homes it can have a serious impact on their everyday lives. This means you will face plenty of challenges, from frustrated and upset customers, so you will need lots of patience and genuine empathy, but you’ll also be the one who puts a smile back on our customers’ faces, again and again.

Communication is key - we are looking for outgoing people that understand that working from home and in the office is an environment where we have to keep each other up to date and in the loop of where we are during any part of the working day. Working for CET is many things – exciting, challenging, rewarding, occasionally frustrating, - but it’s never dull. You’ll work with a diverse mix of people in a buzzing atmosphere and be part of a welcoming, inclusive community. If you want to work in a lively environment and you’ve got the skills we’re after, you know what to do, apply now!

The Package

• Annual Salary £26,550 per annum based on working 40 hours per week
• Annual Leave - 22 days plus bank holidays per annum, pro rata for 6 month period
• All the additional benefits that CET can offer you can be found on our careers page!

Mandatory Training

You will be required to attend mandatory training period of up to a minimum of 4 weeks at Unit 7 Caxton Rd (HomeServe Building), Fulwood, Preston PR2 9NZ, training will take place full-time in the Preston office. Monday to Friday - Start Time: 9.00 am (30 minute lunch break unpaid) Finish Time: 5.00 pm. Shift Patterns after mandatory training will rotate each week as follows:

• 8.00 am to 5.00 pm with a 60 minute unpaid lunch break
• 8.30 am to 5.30 pm with a 60 minute unpaid lunch break
• 9.00 am to 6.00 pm with 60 minute unpaid lunch break

You will also be required to work one Saturday (currently 1 in 8 weeks) as part of a rota as our clients are open at the weekends - This would be 9.00 am to 1.00 pm and this would be paid to you as overtime.

Location/Hybrid Working

Following the period of mandatory training, the Underground Services Team work on a hybrid basis with the necessity to attend the office based in Preston for 3 days each week actual days to be on site/at home to be agreed.

Job Purpose

• To manage the claims and carry out necessary requirements to ensure the claims progress quickly and efficiently and within our client SLA’s
• Dealing with complex claims and technical issues to allow them to move forward
• Liaising with client, loss adjusters and policy holders
• Assist with complaint resolution
• Own claim from cradle to grave
• To ensure invoice for all work is completed within claims life span set out by our clients and accurately records all costs

Role and Responsibilities

• Claims Handling
• Seek authorisation from Insurers if required to ensure repairs can be booked in.
• Regularly contacting policyholder’s to progress claims
• Access Permission for investigations/repairs.
• Ensuring any works are either under DA or have been authorised by the client
• All work above the designated threshold are approved before being scheduled
• Enabling Contractors
• Requesting and obtaining quotes for enabling works
• Sourcing and arranging contractors for specialist works IE pressed concrete
• Coordinating work for teams along with the enabling contractors
• Providing PO Numbers to enabling contractors – updating the PO’s daily with correct costs.
• ROL/MBE Claims
• Applications for New Connections
• Applications for Road Opening Licenses as required
• Manage claims that require Building Regulations authority.
• Shared Claims – Drainage & Water Discharge licenses

General Responsibilities

• Insurer Delayed Householder Delayed Schedule investigations
• Schedule repairs
• Cost checking for contractors to ensure correct use of rate cards
• Providing PO Numbers to enabling contractors and updating daily
• Dealing with day to day incoming calls in a professional manner
• ROL/MBE claims Access Permission
• Communication with our clients both verbally and in writing
• General claims administration as requested by the team leaders
• Preparing claims for invoicing
• Invoicing and closing of claims
• Undertaken closing calls on all claims
• Complaint resolution and recording

The above list is NOT exclusive.

Essential/Desirable skills

• Clear and concise written and spoken communication skills
• Ability to present written information in a structured and balanced way, appropriate to the needs of the reader
• Ability to use IT platforms
• Experienced in dealing with incoming and outgoing calls
• Experience in customer care

At CET, we're creating an inclusive working environment where people from all backgrounds can succeed. Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and welcome applications from all sections of the community.