Customer Service Advisor in Potters Bar

Benefits

• Competitive salary plus performance-related bonus
• 29 days holiday including public holidays, with additional days increasing with service
• Pension contributions
• Referral bonus scheme
• Parental leave and enhanced sick pay
• Wagestream – financial wellbeing app (get paid when you want, save monthly, access shopping discounts, and more)
• Flexible working options available
• VIP Awards – colleague recognition scheme
• Cycle to work scheme
• Benefits App – virtual GP appointments, employee assistance programme (EAP), high street discounts, discounted vehicle maintenance & repairs, and more
• Accredited ongoing training through Steer Academy – fully funded by the business
• Genuine opportunities for career progression

About the Role

Are you passionate about providing outstanding customer service? Do you thrive in a fast-paced environment where attention to detail and empathy make a real difference? We’re looking for a Customer Service Advisor (First Notification of Loss – FNOL) to join our Steer Luxury team. In this role, you will be the first point of contact for customers and insurers reporting an incident, ensuring their claims and repair process is managed seamlessly from the very start. Working closely with the Steer Luxury FNOL Team and liaising with customers, bodyshops, insurers, and third parties, you will play a vital role in delivering a first-class customer experience in line with our Steer Luxury standards.

Key Responsibilities

• Act as the first point of contact for customers reporting a claim, delivering professional, empathetic and efficient service.
• Capture and validate all necessary claim details, ensuring accuracy and compliance.
• Clearly explain the claims and repair process, setting customer expectations on timelines and next steps.
• Support customers with reassurance, empathy, and clear communication throughout their journey.
• Liaise with insurers, accident management companies, and repair teams to progress claims swiftly.
• Book repairs, allocate courtesy cars, and coordinate vehicle collection where required.
• Maintain compliance with GDPR and FCA regulations.
• Support the repair centre with administration and customer updates, including job packs and invoicing.
• Contribute to team and department targets while maintaining high standards of service.

What We’re Looking For

To succeed in this role, you will have:

• Strong customer service experience, ideally in automotive, insurance, or claims handling.
• Excellent communication skills – both written and verbal.
• Strong organisational skills with the ability to multitask and work under pressure.
• High attention to detail and accurate data entry.
• Confidence in using IT systems, CRM software, and claims management tools.
• A proactive, problem-solving mindset with the ability to reassure and support customers.
• Knowledge of insurance processes or vehicle repair cycles (preferred but not essential).

Why Join Us?

At Steer Luxury, you’ll be part of a dedicated, supportive, and high-performing team. You’ll receive full training, continuous development opportunities, and the chance to progress your career within one of the UK’s leading automotive groups. If you’re ready to take the next step in your career and deliver first-class service in a luxury customer environment, we’d love to hear from you!