Customer Services Advisor

Do you have contact centre experience? Would you like to work in a small, friendly environment? We have an opportunity for a Customer Service Advisor in the claims department of a Southend based insurance organisation.

Our client are a long established organisation in the motor insurance sector. They are recruiting for a Customer Service Advisor to work in their first notification team. This is a full time office based role, Southend on Sea, Essex. Salary £23,810 per annum.

Responsibilities

• Act as the first point of contact for clients, brokers and third parties reporting motor incidents via telephone, email, or post.
• Provide an excellent level of customer service and empathy to customers.
• Listen to and understand the customer’s needs, advising them of the best course of action and promoting any services that will enhance their claim experience.
• Log claim information onto the in‑house and client systems.
• Liaise with repairers and motor engineers to oversee the repair process and ensure that the customer’s claim is progressed as efficiently as possible.
• Provide updates where required to customers, brokers, and partners.
• Take incoming calls regarding general claims queries and refer to the technical claims teams when required.
• Support the company’s values and policies and work to the highest professional standards.

Required Skills

• Excellent customer service skills to deliver a professional and compassionate service. Previous experience in a call centre environment is required.
• The ability to work independently to manage and complete your allocated workflow.
• A confident attitude and the ability to deliver information clearly and accurately both verbally and in writing.
• The ability to converse with the customer while recording detailed and accurate information to their in‑house systems.
• A positive outlook, able to both self‑motivate and promote collaborative working within your team.
• A good eye for detail to read policy and procedure documents and follow them precisely.
• Excellent levels of numeracy and literacy.
• Understanding of Service Level Agreements and the drive to exceed them.

Working hours are based on a 37.5‑hour working week, Monday to Friday, working a shift pattern rota between 8am to 5pm (8am to 4pm, or 9am to 5pm). Once probation is complete, this will then also include the Saturday morning shift, which is usually once per month between 8.30am and 1pm. When working a Saturday, the hours are taken back in lieu on the preceding Wednesday, Thursday, or Friday (depending on choice or business needs). Bank holidays are 8.30am to 1pm and usually only need to help cover one per year.