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- Tasks: Support the Claims Team by managing motor claims and delivering top-notch customer service.
- Company: Join a dynamic company focused on providing exceptional service in the automotive repair industry.
- Benefits: Enjoy 29 days annual leave, free food days, and a holiday purchase scheme after probation.
- Why this job: Be part of a supportive team culture while making a real impact on customer experiences.
- Qualifications: No specific experience required; just bring your problem-solving skills and a commitment to service.
- Other info: Work 38.5 hours weekly, including occasional Saturdays, with opportunities for career growth.
The predicted salary is between 24000 - 36000 £ per year.
38.5 hours per week. 37.5 hours, Monday to Friday plus 1 in 4 Saturdays (8:30am-12:30pm).
29 days annual leave, including statutory bank holidays.
Additional birthday holiday.
Holiday Purchase Scheme (on completion of probation period).
Employee Benefits Scheme, including confidential counselling and 24/7 GP.
Company events and functions.
Free food days.
Free parking.
Close to shops and amenities.
Purpose
To provide professional administrative support within the Claims Team and to company Management / Directors. As a Customer Service Advisor, you will deliver the highest possible standards of customer service, be able to follow individual brand requirements and directives, ensuring that service level agreements and performance targets, both on an individual and team basis are maintained. The Customer Service Advisor is responsible for deployment, management and progression of motor claims relating to vehicle accidental damage, from initial contact, to repair handover and aftercare as required, keeping in close contact with the Bodyshop/Insurer and Customer throughout the repair process to ensure all SLAs are maintained and adhered to.
Role Profile
- Ensure that you are kept fully up to date with SLAs.
- Ensure that you are aware and understand the KPIs the repairers are to adhere as a Vizion Member.
- Ensure accurate processing and deployment/reallocation of claim notifications to repairers via rules driven in house management system within SLA.
- To ensure hire sheets are recorded and updated correctly to ensure costs to the business and clients are kept to a minimum by constant management of hire periods.
- Provide investigative feedback on any queries to the company and their clients where necessary.
- To progress customer claims within the company's management system ensuring they are actioned within internally agreed SLAs.
- Ensure daily tasks are managed within agreed SLAs.
- Management of day to day body shop performance of KPIs, breaches, and cancellations.
- To be responsible for building relationships within the repair network to ensure the smooth transition of customer repairs from start to finish.
- Act as a first level point of contact for repair network members, clients, customers and team members and provide progress updates as required.
- To receive incoming calls and emails and act promptly, dealing with all enquiries or actions in a professional manner.
- Monitor personal and general inboxes and action emails within a timely manner.
- To record all client issues and feed back to your Line Manager, Network Performance Analyst and the Management Team where necessary.
- Assist with any reporting requested for analysis and management of the department/region/client.
- Liaise with designated Network Performance Analyst and any other departments to seek assistance and resolution where required.
- Work towards achieving targets set on a daily/monthly/annual basis provided by your Team Leader/Line Manager.
- Assist with other Advisor's caseload as and when requested to ensure full service provision.
- Ensure that claims data is maintained and kept fully updated with information from all sources in a timely manner.
- To ensure you provide accurate and detailed recording of all information utilising our management systems so as to provide comprehensive audit trails.
- Promote data security in and outside of the business at all times, strict adherence to DPA and information security standards.
- Adhere to stated Company Policies and Procedures and carry out all duties in a way which is consistent with our clients' values.
- The completion of duties as required from time to time by the Management Team.
- Manage complaints in line with policy ensuring full and in-depth information is captured and logged to enable full reporting on Expressions of Dissatisfaction.
- Ensure that you process and resolve expressions of dissatisfaction within FCA Guidelines and internal/external SLAs.
- To promote our business and that of our clients by providing exceptional and friendly service at all times.
Person Specification
- Ability to build and maintain relationships.
- Ability to work to agreed deadlines, targets and objectives.
- Able to work as part of a team as well as autonomously to a high level of accuracy.
- Good planning and organisational skills.
- Good problem-solving skills.
- Commitment to providing a first-class service to customers and repairers.
- Good knowledge of Microsoft Office.
To apply, please send a copy of your CV and covering letter to recruitment@vizionetwork.co.uk.
Customer Service Advisor employer: Vizion Network Limited
Contact Detail:
Vizion Network Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor
✨Tip Number 1
Familiarise yourself with the specific SLAs and KPIs mentioned in the job description. Understanding these metrics will not only help you during the interview but also demonstrate your commitment to meeting performance targets.
✨Tip Number 2
Practice your communication skills, especially in handling customer inquiries and complaints. Role-playing scenarios can be a great way to prepare for the types of calls and emails you might encounter as a Customer Service Advisor.
✨Tip Number 3
Research the company’s values and culture. Being able to articulate how your personal values align with those of the company can set you apart from other candidates during the interview process.
✨Tip Number 4
Network with current or former employees if possible. They can provide insights into the role and the company, which can help you tailor your approach and show that you’re genuinely interested in being part of the team.
We think you need these skills to ace Customer Service Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Customer Service Advisor role. Emphasise your ability to manage claims, build relationships, and provide excellent customer service.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the position and the company. Mention specific examples of how you've successfully handled customer inquiries or managed claims in the past.
Highlight Key Skills: Focus on key skills mentioned in the job description, such as problem-solving, organisational skills, and proficiency in Microsoft Office. Provide concrete examples of how you've demonstrated these skills in previous roles.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Vizion Network Limited
✨Know Your SLAs and KPIs
Familiarise yourself with the service level agreements (SLAs) and key performance indicators (KPIs) relevant to the role. Being able to discuss these during your interview shows that you understand the importance of maintaining standards in customer service.
✨Demonstrate Relationship-Building Skills
Prepare examples of how you've successfully built and maintained relationships in previous roles. This is crucial for a Customer Service Advisor, as you'll need to liaise with clients, repair network members, and team members regularly.
✨Showcase Problem-Solving Abilities
Be ready to discuss specific instances where you've effectively resolved customer issues or complaints. Highlight your problem-solving skills and how they contributed to a positive outcome, as this is a key aspect of the role.
✨Exhibit Organisational Skills
Prepare to talk about how you manage your time and tasks efficiently. The ability to handle multiple claims and ensure timely updates is essential, so share strategies you've used to stay organised and meet deadlines.
