Customer Advisor (Official Injury Claims) - 12 Months FTC in Milton Keynes

About MIB

At MIB our people are passionate about making roads safer by getting uninsured and hit-and-run drivers off our roads. Working in partnership with the Police, Insurers and Government our collective aim is to make it a thing of the past but, until that’s accomplished, we’re here to compensate victims quickly, fairly and compassionately. Last year we helped more than 34,000 people struck by uninsured and hit-and-run drivers and paid over £400 million in compensation to support victims rebuild their lives.

About the role

As a Customer Advisor at MIB, you will provide efficient and appropriate responses to customers and other business partners, handling enquiries in a helpful, proactive, and professional manner. The role may also involve undertaking other reasonable tasks across the wider Customer Operations function to support team collaboration, enhance efficiency, and deliver exceptional customer experiences.

Key responsibilities

• Comprehensive knowledge of the end to end claim journey, Pre-action Protocol, Practice Directions 27B and Official Injury Claim processes to enable First Contact Resolution and excellent customer service at all times.
• Answer incoming calls and manage customer interactions in a polite, professional, and appropriate manner, in line with operating procedures.
• Respond to customer queries across multiple channels, including telephone, email, webchat, and postal correspondence.
• Effectively deal with first level complaints across multiple channels, including telephone, email, webchat, and postal correspondence made by professional users and litigants in person.
• Interpret technical data to log and manage incidents and requests accurately using the ticketing system, ensuring all required information is captured.
• Escalate incident tickets to Technical Support where necessary and monitor progress to resolution.
• Administer registration accounts for industry users such as Compensators, Third Party Administrators and Solicitors/Law Firms.
• Identify vulnerable customers where the online service is unsuitable and complete manual claim journey with a high level of accuracy.
• Effective management of a portfolio of manual claims and supporting customers of differing vulnerabilities.
• Complete investigations to assign claims to the correct compensator.
• Complete compliance checks to re-assign claims to the correct compensator.
• Work in accordance with company policies and procedures.
• Manage interactions for all workstreams within agreed timescales.
• Ensure compliance with all Data Protection requirements.
• Build and maintain effective working relationships with colleagues, visitors, and other contacts.
• Contribute to creating and maintaining a high-performance culture.
• Focus on continuous improvement by identifying opportunities to improve customer experience and efficiency of the overall service.

Skills and Experience

• Experience in a customer service role, ideally handling phone, email, webchat, and postal enquiries in a stakeholder engagement environment.
• A genuine passion for supporting customers and resolving queries.
• Excellent customer service skills, with a professional and friendly approach.
• Proven ability to prioritise workload in line with changing requirements.
• Strong listening and questioning skills, with the ability to extract detailed and relevant information.
• Ability to learn and interpret technical information.
• Strong written and verbal communication skills, with attention to accuracy and clarity.
• Experience in dealing with vulnerable customers is desirable.
• Computer literate, including proficiency in MS Office.
• Effective communication skills, including an excellent telephone manner.
• Ability to use initiative while working within defined procedures.
• Strong team working ability.

We believe in a workplace where everyone can be themselves. Through our different ideas, personalities and experiences, we redefine what is possible every day. And regardless of your colour, age, race, gender, sexual orientation or anything else you consider yourself to be, there is a place for you at MIB. A place where you can bring your best self to work every day. So, if you think big, love a challenge and want to make a difference to people’s lives, we want to hear from you.