Customer Service Advisor

7 months ago

Newcastle upon Tyne, United Kingdom Hadrians Recruitment Full time

On behalf our award-winning Financial Services client, we are looking to recruit exceptional Customer Advisors to join their Insurance team.

As a Insurance advisor, you’ll be at the forefront of the business and representing the brand. You will be supporting our customers through their journey, whether this is just a initial enquiry or if the customer is looking to take out, amend, add to or cancel a policies, you will always ensure the highest standards of customer service and creating exceptional experiences. You will be supporting customers with insurance polices that could be any type from the extensive range they over - everything such as motor, health, home, pet and dental.

As a Customer service advisor, you'll be joining a vibrant, forward thinking and innovative company with opportunities to progress in your career. For the right person this unique opportunity will allow them to build a successful career withing the financial services.

As well as handling calls from Customers you will work on a variety of interesting administration tasks. No two days are ever the same and the Insurance team are always working on a range of tasks which can be both challenging and rewarding. Having good technical skills is also advantageous as advisors work with multiple systems and programmes designed to ensure customer service is at a high standard.

This is a full time role working 36 hours a week. The claims department is open 7 days a week, Monday to Friday 8am to 8pm and 8am - 5pm at weekends. You shifts will be on a rotational basis, with a 6 week rotation.

You will be provided with the required equipment and there will be a 6 week training period. Initially you will be office-based onboarding and training purposes. But a hybrid option will be available following the successful completion of training, induction, and competency in role.

**The Role**:

- You will be responsible for obtaining accurate information regarding first notification of loss with the customer to set the enquiry and enable a smooth process
- Making decisions around policies and process
- Managing customer enquiries and offer solutions based on the network of suppliers
- Dealing with general queries linked to insurances to update and provide solutions to customers where required
- You will be supporting customers with expressions of dissatisfaction and recording these accurately and where possible working towards a positive outcome for the customer
- Liaising and building effective relationships with motor and home supply chain
- Building solid relationships with the wider insurance operations to effectively manage your own claim knowledge and ensure customer handoffs are effective
- Reviewing insurance documentation to identify further information required and allocating cases to specialists and investigators as required
- You will receive full training, with the support and tools required to be successful

**What you’ll bring**:

- Customer Service experience with a background in insurance is preferred but not essential
- The ability and experience to make decisions based on information presented
- Excellent written and verbal communication abilities, listening and empathy skills
- Comfortable with technology and the ability to use Microsoft Office
- The passion to deliver a truly excellent customer experience and find the best outcome for the customer

**Job Types**: Full-time, Permanent

**Salary**: £22,500.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Enhanced maternity leave
- Store discount
- Work from home

Schedule:

- Day shift
- Monday to Friday
- Overtime
- Weekend availability

Supplemental pay types:

- Bonus scheme
- Performance bonus

Ability to commute/relocate:

- NE12: reliably commute or plan to relocate before starting work (required)

Work Location: In person

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