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Customer Service Advisor

3 months ago

Halesowen, United Kingdom Davies Group Full time

Davies are looking to recruit Customer Service Advisors to join our NPA team in Halesowen. This is a busy role and will suit someone with a customer service or claims background.

Part-Time Evenings: Shift times are 16:00 - 22:30 / 17:00 - 23:30 alternate weeks (average 32.5 hrs p/w)

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

**Main Duties & Responsibilities**:

- 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

**Skills & Experience**
- 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

**What We Offer**

Pension - contribution matched up to 5%, Life Assurance (2 x basic salary), Eye Test Vouchers, Access to Employee Assistance Programme, Access to training and professional qualifications

**About Davies**

We are 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 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.

**Our Values**

As we continue to grow and diversify it’s crucial to us that all Davies colleagues stay true to our “Big IDEA”: to Inspire, Deliver, Empower and Aspire. These values remain the cornerstone of what we do.

We’re looking for individuals who share our passion and want to play a part in shaping our future. Being a Davies person means being part of our exciting journey.

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

**Salary**: £10.42 per hour

**Benefits**:

- Canteen
- Casual dress
- Company pension
- Discounted or free food
- Free parking
- Life insurance
- Referral programme
- Wellness programme

Ability to commute/relocate:

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

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Work Location: Hybrid remote in Halesowen