Senior Customer Support Advisor

3 weeks ago

Lichfield, United Kingdom AX Full time

At AX, we are looking for a 2 x** Senior** **Customer Support Advisors** to provide training and ongoing support for the development of Customer Support Advisors whilst working alongside Team Leaders to drive effective management of ongoing live claims.

**A little bit about us**

AX is an accident assistance and after care service provider who deliver replacement vehicles to customers who have been involved in non-fault accidents.

We pride ourselves on keeping drivers driving and being experts at caring for people and cars. Our values of Inspired to Innovate, Always Respectful, Fully Accountable and Delivering Delight are embedded into our culture which puts people at the heart of everything we do.

We have a strong culture that puts colleague wellbeing first and believe that developing and engaging with our colleagues is fundamental to ensure we provide an industry leading service to our partners and our customers.

**As our Customer Service Advisor, your responsibilities will include**:

- Once a customer has been placed into a hire vehicle, to manage the hire process including quality checking claims to ensure no delays have occurred which would/or could affect the recovering of our hire charges
- To accurately assess claim status and documentation on receipt of assigned claims to ensure claims are managed in the most efficient manner.
- To correctly validate claim type (whether credit repair, third party or Policyholder Insurer) to ensure repair work is authorised appropriately.
- To verify all relevant and correct documentation is received to correct standard and recorded on the claim.
- To deputise for Team Leaders in all relevant duties.
- To take responsibility to help all new starters effectively integrate into the department acting as the conjunct between department and training team.
- To proactively feedback to management any people issues or concerns.
- Deal with escalated customer complaint.
- Support integration of new starters into the operation.
- To effectively monitor the timely processing of assigned motor claims to deliver agreed targets, customer expectations and business objectives.
- To liaise with external partners including Third Party Insurers, Policyholder Insurers, Solicitors, Referrers and Repairers with a view to progressing and actively managing the claim and positively influencing those involved
- Maintaining effective contact with the customer keeping them updated and dealing with any issues or problems that may arise during the hire period.
- To ensure all costs associated to the hire period can be billed and recovered through efficient claims management or accurate notification of justifiable delays.

**Our Customer Support Advisor will bring the following skills and experiences to our team**:

- Demonstrable experience within a fast-paced customer service role
- ideally phone-based customer service environment preferred
- Clear verbal communication skills, demonstrating persuasive and assertive behaviour
- Ideally previous experience of supporting and development fellow colleagues
- Experience of feedbacking and coaching others
- Competent with using (MS Office) MS Word, Excel and Power Point
- The ability to prioritise, recognising importance and urgency
- Good written communication skills
- Ability to work under pressure
- A flexible attitude and approach
- Ability to work on own initiative
- Ability to demonstrate commercial awareness
- Demonstrate behaviour in line with Company values; Inspired to Innovate, Always Respectful, Fully Accountable, Delivering Delight.

Along with a **salary of £23,750 and OTE of £26,750,** you will also receive a range of benefits including 22 days holiday (plus bank holidays), rising to 27 with length of service, Bupa Healthcare, Life Insurance at 4 x salary, Employee Assistance Programmes, and ongoing professional development.
- Are you concerned you don’t have all the requirements we would like?_- AX is committed to supporting all communities we serve, through our dedication to creating an inclusive, diverse, and collaborative environment, where people feel comfortable being themselves at work._
- Even if you think your skills and any experience doesn’t perfectly align, your values and core behaviours may._
- Take a further look.you may be the perfect person for us - and us for you_

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