Customer Service Advisor
7 months ago
As a Customer Advisor in our front-line Peterlee team, you’ll be at the heart of our business and every day will present a wide variety of customers, each with their own unique needs. Whether assisting customers to record their accident details and assessing liability or explaining how our services work - you’ll be a natural at getting to the bottom of things, helping customers get the best outcome possible.
Customer Advisors are responsible for providing assistance to customers who have had a motor vehicle accident. Customer Advisors record details of the customer's motor vehicle accident. Every claim can be different and customers will value Advisors excellent service and professional approach. Advisors will have the autonomy to make decisions, build rapport with customers over the telephone and help them with their needs by promoting products.
**RESPONSIBILTIES**:
- Taking or making telephone calls from/to customers in relation to their motor vehicle accident.
- Promote and sell products to the customers, for example hire vehicles, vehicle repairs and following up personal injury claims.
- Use telephone scripts and be FCA compliant
- Liaise regularly with customers, suppliers, partners and insurance companies regarding the progress of claims and to convert calls into sales opportunities.
- Input and process information accurately onto the ICT system.
- Operate in accordance with company procedures and standards.
- Achieve individual and contribute to team performance.
- Be highly productive achieving call targets and contribute to team targets.
- Responsible for self-development.
**FCA REGULATIONS**:
To actively seek out and understand any and all regulatory requirements that fall within the role's responsibility ensuring that practices and procedures are in place that build in compliance with such requirements. To actively promote the adhesion to these requirements and to monitor and enforce on an ongoing basis. The regulations covered include, but are not limited to:
- Financial Conduct Authority (FCA)
- Data Protection Act (DPA)
- Distance Market Regulations (DMR)
- Insurance Marketing Directive (IMD)
- Health and Safety legislation (H&S)
- Key Interfaces (Business impact)
**QUALIFICATIONS & TRAINING**
- GCSE Maths & English
- NVQ 2 Customer Service
- Contact Centre Training
- Full UK/EU Driving Licence
- Experience (Previous experience required to be effective in the role)
- Experience working within accident management business
- Experience working within contact centre environment
**OTHER**:
- Working Hours: 37.5 hours per week, between 7am and 9:30pm, including weekends
- Salary: Up to £26,000 per annum OTE plus benefits, inclusive of
- Monthly performance bonus (OTE £3,360 pa)
- A tax-free £500 success bonus on passing probation
- Annual leave
- 24 days, rising to 26 with length of service. Of course, you’ll have public holidays too and we’ll even help you celebrate with an extra day off for your birthday
- Pension
- 3% employer contributions.
- Financial Benefits
- save-as-you-earn scheme, employee referral scheme
- earn £1,000 per person you successfully refer, free life assurance and access to our Benefits App offering unlimited access to a huge range of retailer discounts and cashback deals (incl. Tesco, Asda, Currys, B&Q & Wickes to name just a few).
- Lifestyle & Wellbeing Benefits
- discounted & flexible gym memberships, eye care vouchers, a cycle to work scheme, a 24/7 Employee Assistance Programme with an NHS Approved mental well-being mobile app.
- Motoring Benefits
- access to an employee vehicle-leasing scheme, discounted vehicle repairs and discounts on weekend vehicle hire and van hire.
- Community
- ours is a great community to be a part of. From free-vending machines and free on-site/local parking, through to charity fundraising events and regular onsite visits from businesses (including everyone's favourite, the pick-and-mix sweetshop), even an annual sports day and barbeque - it is a great place to call home.
**Salary**: £21,000.00-£26,000.00 per year
**Benefits**:
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Gym membership
- Life insurance
- On-site parking
- Referral programme
Supplemental pay types:
- Performance bonus
Ability to commute/relocate:
- Peterlee: reliably commute or plan to relocate before starting work (required)
**Experience**:
- Customer service: 1 year (preferred)
Work Location: In person
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