Customer Service Advisor

2 months ago


Halesowen, United Kingdom Davies Group Full time

We’re a global team of more than 4,000 professionals operating across the UK, Ireland, the US, Canada & Bermuda. Specialising in professional services and technology firms, working in partnerships with leading insurance, which are highly regulated, global businesses.

We help our clients to manage risk, operate their core business processes, transform and grow. We deliver operations, consulting and technology solutions across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation, customer experience, human capital, transformation & change management.

We’re looking to recruit Customer Service Advisors to join our Davies 247 Team based in Halesowen. This is a busy role and will suit someone with a customer service or claims background.

This is a full-time opportunity, working Monday to Friday - 8 hour shift rota between 08:00 - 18:00 (Average 40 hours p/w)

We operate 365 days per year, so there’ll be requirement to work on weekends and Bank Holidays on a rota basis.

**It’s a busy and varied role, with a broad range of responsibilities, but the fundamentals include:
- Responding to inbound calls from home owners / tenants wishing to report a repair requirement.
- Working to targets and KPI’s in a friendly and professional call centre environment
- Supporting the customer through the journey of their repair
- Responsible for validating the home owner / tenants property, diagnosing the issue and deploying the appropriate trade contractor, whilst keeping the customer informed throughout

**Skills & Experience**
- Previous contact centre experience and customer service is an asset but is not essential
- Excellent telephone manner with strong customer service skills and the ability to think on your feet
- Good attention to detail in all tasks
- Self-motivated with a positive, professional approach when dealing with customers
- Ability to use ‘soft skills’ such as empathy, tact, assertiveness and diplomacy. Demonstrating understanding that our customer could be distraught and concerned following an incident
- PC literate with excellent administrative skills

**What we offer**:

- Company Pension and Life Assurance
- Leadership, training & support for professional qualifications
- Development programmes & institute memberships
- Employee Assistance Programme
- Virtual GP and other wellbeing resources and regular company initiatives
- Access to Cycle to Work, Season Ticket Loan and eye test vouchers
- Davies Foundation; regular fun events to raise funds for our charitable foundation

**Diversity & Inclusion



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