Customer Service Advisor

6 months ago

Preston, United Kingdom Davies Group Full time

At Davies people are at the heart of all we do, out values state that we succeed together, and it is this, that makes the business a great place to work You will be valued and supported and receive excellent benefits including but not limited to:

- Reward platform - discounts for over 800 retailers
- 28 days holiday excluding UK bank holidays (rising with service plus option to purchase up to 5 extra days a year)
- Development, training, and professional qualifications
- Subsidised Bus Pass scheme - Preston Bus

Davies are looking to recruit an experienced Customer Service Advisor to join our growing Property team.

At Davies**, **we value transferable skills and qualities that focus on what you can bring to the role. While industry experience is a benefit, it is not essential as we will provide you with full training and support when you start with us.

**Hours - Monday to Sunday Rota - Shift times: 07:00 - 15:00 and 15:00 - 23:00 (37.5 hours per week)**

**What will your day look like**:

- Respond to inbound calls from home emergency insurance customers
- Work to targets and KPI’s in a friendly and professional call centre environment
- Support the customer through the journey of their claim from initial notification to resolution
- Responsible for validating the policyholder, diagnosing the issue and deploying the appropriate trade contractor, keeping the customer informed throughout
- Take excess policy payments, arrange boiler services and negotiate with contractors
- Opportunity to multi skill across many insurance product lines

**Abilities And Knowledge**:

- Experience in a ‘First Notification of Loss’ (FNOL) for an Insurer or Claims Handler is an advantage
- Previous contact centre experience is an asset but is not essential
- Excellent telephone manner with strong customer service skills and the ability to think on your feet
- Demonstrate strong attention to detail in all tasks
- Self-motivated and engaged
- Positive and self-confident approach when dealing with customers, manage calls professionally and tactfully to achieve the best outcomes
- 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

**A bit about Davies**:
We are a global team of more than 6,500 professionals and growing, 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 are a multi award-winning specialist professional services and technology business. 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.

**Our values**:
Davies is a community of outstanding people. We welcome different perspectives, support each other’s ambitions, and grow together. In a fast-changing business environment, we adapt and look ahead. We succeed because we are multi-talented: in the skills of our teams, specialisms, and sector expertise. Working together, we are greater than the sum of our parts.

We are **D**ynamic - We readily adapt to the changing environment. We strive for what’s next. We relentlessly seek more: for our business, our clients, our colleagues, and our communities.

We are **I**nnovative - We are solution-focused. We have an entrepreneurial mindset. We are empowered to discover new paths.

We **S**ucceed together
- We support each other to grow. We value different perspectives, ideas, and experiences. We make an impact in our communities.

We are **C**onnected - We are united under one mission. We believe in the power of Davies to make a difference. We are greater than the sum of our parts.

We aim to be an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.

**Salary**: £20,319.00 per year

**Benefits**:

- Company pension

Ability to commute/relocate:

- Preston: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in Preston

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