Incident Coordinator

3 days ago

Basingstoke and Deane, United Kingdom The Automobile Association Full time

Company description Role:  Incident Coordinator Location:  Remote (onsite or hybrid working available at any AA office location) Salary:  £23,100 Contract:  Permanent/Full-time Working Hours:  Monday-Friday with shifts between 8am-6pm, with the requirement to work one Saturday per month between 9am-1pm (a day off during the week will be given to compensate working on a Saturday) Do you have contact centre experience? Would you like to start a career within one of the UK's most trusted organisations? We have the opportunity to kick start your journey Joining us in Accident Management as an Incident Coordinator, you will be speaking with our AA Business to Business customers who have been involved in a road traffic collision, offering great customer service at a time when they need us the most You will be taking first notification of accidents and insurance related incidents, as well as managing the repair process until the car is delivered back to the customer post repair. What will I be doing? Managing the end-to-end process to minimise timings and cost, working within defined Service Level Agreements Maintaining customer engagement, keeping them informed at every step of their journey Protecting the customer by ensuring they receive the most appropriate and cost effective solutions for both their repairs and their vehicle replacement options Utilising our customer databases, ensuring accuracy and real-time updates are logged to ensure that all information is current and relevant Liaising and building strong relationships with customers and both internal & external stakeholders Within the job role, there will be a combination of inbound calls, outbound calls, emails & task completion on a daily basis What do I need? Given the nature of the role and the interactions with our customers, you will need to have experience dealing with customers in a telephone based role, with motor insurance or claims knowledge an advantage. A strong attention to detail is a must in order to ensure that, not only are the details correct on our systems, but also that the customer receives the correct solution and there are no delays to the processing of any incidents. Professional communication is key in this role as you will be in contact with various suppliers at all levels, both verbally & in writing. Why Choose The AA? Better work life balance. Family friendly shift pattern with plenty of notice if we need to change your hours Access to a 24/7 GP Chat line for when speaking to a doctor just can’t wait Free AA breakdown cover for all employees + the ability to add up to 3 people living at the same address (including children) Discounts on multiple online and high street shops, experiences and food Great employee pension schemes Physio, Dental and eye test benefits Mental health assistance Plus additional benefits to reward longer service After 6 months: Technology and Appliance Vouchers Cycle to Work scheme Gym Membership Home Health Testing for you and your household After 12 months and beyond: Car Salary Sacrifice Scheme Recognition for hitting tenure milestones *Please note: This position may be closed early in the event of a high volume of applications

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