At a Glance
- Tasks: Assist customers with technical claims and provide expert advice through engaging calls.
- Company: Join a leading insurance firm focused on customer satisfaction and teamwork.
- Benefits: Competitive salary, flexible hours, and opportunities for professional growth.
- Other info: Dynamic team environment with potential for career advancement.
- Why this job: Make a real difference by helping customers navigate their claims with confidence.
- Qualifications: Strong customer service skills and a passion for problem-solving.
The predicted salary is between 40500 - 49500 £ per year.
Description
To capture technical information and data from a variety of sources.
Undertake a technical assessment through detailed customer calls to establish likely outcome and ensure that the claim is correctly channelled to the most appropriate level of expertise and skill set.
Provide sound technical advice to customers and other stakeholders.
Identify cases that clearly fall outside of policy coverage, provide appropriate advice to the customer and seek agreement and execute repudiation from desktop.
Responsibilities
- Gather and assess a variety of technical data to assist in determining likely outcome / policy liability decisions.
- Interrogate internal claims systems to determine any relevant claims history,
- Utilise a variety of triage tools such as Street View, aerial imagery and bespoke algorithm tool to assist with decision making.
- Make outbound telephone calls and ascertain the nature and extent of the loss using a series of investigative questions.
This will involve obtaining information surrounding the nature of damage, construction of property and topographical information.
- Using the above information to triage the claim to the most appropriate resource and booking of appointment for the relevant Subsidence Consultant or Outsourced Adjuster Network (Simply Crawford) to visit the property.
- Identify cases that clearly fall outside of policy coverage, provide appropriate advice to the customer and seek agreement to repudiate from the desktop.
- Provide advice and assistance where appropriate, which may involve liaison with colleagues within the Central Triage team in Nottingham.
- Ensure all work undertaken is accurately recorded and maintained on the system.
- Fulfil above within strict time scales making sure that Client Service Level Agreements are met
- Deal with day to day telephone queries within agreed service criteria.
- Ensure work is prioritised effectively & ensure personal targets are met.
Qualifications
Essential
- Strong customer service experience
- Enjoys being a team player and openly shares knowledge and skills with others.
- Shows empathy to customers and distils confidence through technical expertise.
- Demonstrates personal integrity in a way which is consistent with the Company’s core values.
- Demonstrates a ‘can do’ attitude and is solution orientated to focus on systems improvement.
- Ability to build on technical knowledge.
- Is open and adaptive to change and shows a flexible attitude to meet the needs of the customer.
- Clear understanding of Client requirements.
- Good problem-solving skills to initiate resolution.
- Strong negotiation skills
- Excellent verbal and written communication skills, to convey technical information in a clear and concise way.
- Well-developed interpersonal skills to build rapport and manage customer expectations.
- Good organisational and time management skills; to co-ordinate and deliver on a variety of actions concurrently, delivering every time to high standards.
- Strong computer literacy skills to make effective use of a variety of ICT platforms and applications.
Desirable
- Insurance qualification to Certificate level - Cert CII &/or Cert CILA preferable, or commitment to achieve an insurance qualification to Certificate level – Cert CII/Cert CILA.
- Previous experience in handling insurance claims
- Knowledge of Insurance Principles (specifically claim Mitigation & Subrogation)
- General knowledge of Building Construction.
- Sound technical skills to effectively assess subsidence claims at the point of claim notification.
Occasional travel to other UK offices may be required.
Customer Service Advisor in Nottingham employer: Crawford
As a Resiliency & Recovery Manager, you will thrive in a dynamic work environment that prioritises innovation and collaboration. Our company fosters a culture of continuous learning and professional development, offering employees the chance to enhance their skills while working on cutting-edge recovery solutions. Located in a vibrant area, we provide a supportive atmosphere where your contributions are valued, and your career can flourish.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor in Nottingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Crawford. 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 Crawford 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 Customer Service Advisor in Nottingham
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 Crawford:Your cover letter is your chance to shine! Tell us why you want to work at Crawford 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 Crawford!
How to prepare for a job interview at Crawford
✨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.
