Customer Support Advisor

2 weeks ago

Liverpool, Liverpool, United Kingdom Carpenters Group Full time

Job Purpose
Handle customer queries in an efficient and effective manner to ensure the continual contribution to the firm's quality of all services offered;
Ensure customers are treated fairly and in accordance with all Company policies and procedures;
Monitor the Customer Support Team results to ensure there is a continual contribution to the firm's quality of all services offered;

Key Duties and Responsibilities

  • Assist with the administration and investigation of customer queries, including liaison with all appropriate internal and external parties to secure the relevant information to quickly deal with and resolve the query;
  • Contact customers by all appropriate means to gain a full understanding of their query in order to progress the issue to a fair outcome and resolution as quickly as possible;
  • Keep up to date with all insurance, claims and legal developments and procedures and internal processes;
  • Assist in the identification of any risk, training or performance needs, both within the team, department and businesswide;
  • Contribute to continuous improvement within the Customer Support function;

Experience & Knowledge

  • Experience in the conduct of insurance claims notification and handling processes and/or personal injury claims handling and litigation;
  • A strong awareness of good customer service and Treating Customers Fairly;
  • Attention to detail and able to interpret information, make sound decisions and take ownership of issues to resolution;
  • Excellent interpersonal and communication skills, both written and oral.
  • Organised, time management skills and an ability to work under pressure and flexibly to meet business deadlines;
  • Strong IT/case management skills

About us
We are one of the leading providers of insurance and legal services.

Our focus is always on the customer and ensuring their claims journey consistently exceeds expectation.

We work in partnership with insurers, brokers and MGA's to deliver a variety of fully outsourced claims solutions. Our team has grown to approximately 1000 employees across offices in Liverpool, Birkenhead, Leeds, Haywards Heath and Glasgow.


Our team's insurance experience combined with our legal expertise gives us the size, scale and strength to successfully work in partnership with any insurer or broker.

Our long-standing relationships are testament to the quality of our service.

Our culture is what defines us as an organisation and has been built around our 5 core values.

We pride ourselves in providing a positive working environment where we can work together towards our success.

We understand that our success as a business depends on the success of our people, and that is why we have established an environment where all of our employees feel valued and able to perform at their best.


Benefits

  • 25 days' holiday per annum
  • Holiday buy and sell scheme
  • Hybrid working model (in relevant role)
  • 2 x Volunteering days to support charitable initiatives
  • Matched Giving up to £250 matched for personal charity fundraising for a registered charity
  • Medicash cash plan claim back dental / physio / optical appointments
  • My Medicash App including access to rapid digital physiotherapy and skin cancer screening assessments plus fitness videos and wellbeing tools
  • Discounts and cash back on travel and shopping through Medicash extras
  • Life Assurance Scheme (4 x salary)
  • Pension scheme
  • Funded driving theory test (in relevant role)
  • Active network of Wellbeing Champions providing mental health support
  • Training and development opportunities
  • Funded social events to connect with your colleagues
  • Dress for your day policy

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