Customer Service Specialist

2 weeks ago

Birmingham, United Kingdom Direct Line Group Full time

**Permanent Full Time Role - 40 hours based at our Livery Street site in Birmingham**

Deliver a best-in-class motor repair service to DLG customers, ensure the business is protected and operational process & procedure is standardised. Ensure all referrals from B2B and retail customers are triaged in accordance with defined Repair POD approved rules sets, procedures and compliance requirements.

Work collaboratively within your Repair POD area both with your immediate central team members and POD technicians to schedule all repair bookings, process and order all parts required from the company approved supply chain, ensuring all work provider service levels are achieved.

Implement best practice and improvements in customer service to ensure that the business is protected, and operational procedures are optimised. Be an ambassador for the DLG Auto Service Business demonstrating the DLG Values every day.

**Key Accountabilities**

**Customer**

Deliver an effortless customer experience, CONNECT with the customer and deliver on agreed expectations. Create a customer focused culture that will support the delivery of our customer measures of speed, quality and ease.
- Establish, maintain and be constantly aware of the delivery of the connected customer culture through daily customer contact with our customers.
- Manage the area repair pods vehicle throughput duration (estimated to WS complete)
- Achieve overall cycle time and Direct Line Group 7-day business targets.
- Ensure an effortless customer experience by delivering upon the service levels/expectations set with our customers at the point of first notification.
- Co-ordinate with team members, POD technicians and suppliers to ensure all customer information is accurate for their bookings
- Exceed company standards for customer complaint results.
- Ensure complaints are dealt with professionally in a timely manner and recorded onto the complaint’s tracker accurately.
- Takes ownership for customer complaints e.g. liaising with the Production Manager in order to resolve complaints.

**Health & Safety**

To protect ourselves, and others, own and address the risks involved in running our business appropriate to role. Deliver best in class standards of compliance in line with the DLG risk framework including:

- Adherence to and delivery of all health and safety requirements including audits, BSI and the repair centre blueprint.
- Reinforce a culture where high standards of health & safety compliance are rigorously maintained and protected.
- Identify, own and manage the risks involved in running our business appropriate to the role, in line with the company risk framework.

**Repair Volume**

Deliver right first-time high-quality repairs in line with business targets and claim volumes.
- Being accountable for the planning and direction of people resource through each workshop element (job card to workshop complete) in line with daily / monthly objective.
- Ensure all parts ordered/delivered on-time for bookings and ensuring all unused parts are returned, relevant invoices/credit notes are processed
- Managing the direction of people resource through each workshop element (job card to workshop complete) in line with daily / monthly objectives.
- Flow workloads evenly throughout the repair process

**People**

Be a part of customer services team who perform highly, striving for success, continually improving your own capability and living the company values.
- Use the performance and development framework to set your own clear and stretching goals
- Contribute towards the team engagement plan and take proactive moves to make continuously improve relationships and how we work.
- Create a culture where diversity and difference are accepted and embraced in line with our Bring All of Yourself to work value.
- Create an environment that brings out the best in you and your team, by living the DLG BehaviOURs.

**Technical**
- Good computer and administration skills, particularly Microsoft Outlook/Word/EXCEL, and Accident Repair Management systems.
- Telephone handling skills/images capture software
- Accurate control and administration of courtesy car fleet.
- Ensures that all relevant admin paperwork is completed accurately and in full, including the collection of insurance excess monies i.e. ensures that relevant excess, retail or VAT payments are taken without exception.

**Personal**
- A genuine interest in helping our customers.
- Good verbal, literacy, and numeracy skills.
- The ability to handle complaints and difficult situations.
- Highest standards of personal conduct required at all times to meet customer service standards.
- Is prepared to work flexibly, and to undertake overtime as required.
- Works well with colleagues and is prepared to cover for absence.
- Works with mínimal supervision and is prepared to use own initiative.
- Takes personal responsibility for own objectives: sets priorities and works collaboratively with other in the team.
- Works

  • Customer Service Advisor

    2 days ago

    Birmingham, United Kingdom Customer Management Resourcing Full time

    Customer Service Advisor Hybrid Working - Birmingham Based £22,000 - £23,000K Shifts Between 7am - 7pm What we expect from you: - Excellent English, spoken and written - Customer Service Experience - Experience working with Amadeus is a plus but not at all a requirement. - Proven experience going above and beyond to provide an amazing service that helps...

  • Customer Service Advisor

    8 hours ago

    Birmingham, United Kingdom Customer Management Resourcing (CMR) Full time

    Customer Service Advisor Hybrid Working - Birmingham Based £22,000 - £23,000K Shifts Between 7am - 7pm What we expect from you: - Excellent English, spoken and written - Customer Service Experience - Experience working with Amadeus is a plus but not at all a requirement. - Proven experience going above and beyond to provide an amazing service that helps...

  • Customer Service Specialist

    4 days ago

    Birmingham, United Kingdom Mitie Full time

    **Job Overview**: - We have an exciting opportunity to join our team to work in our spacious modern offices that are a short walk to/from local transport links. You will join us on a full time, permanent basis and in return, you will receive a competitive salary, plus excellent benefits. This is predominantly an office-based role with the flexibility to...

  • Export Customer Service Specialist

    2 weeks ago

    Birmingham, United Kingdom Avantor Full time

    The Opportunity: Avantor is looking for a detail-oriented Export Customer Service Specialist to provide assistance to Export Customers. You will be dealing with support, releasing, pricing and quoting along with the legacy export Israel customers (reviewing of orders/queries/releasing), as well as supporting the wider team with the creation of customer...

  • Customer Service Administrator

    3 days ago

    Birmingham, United Kingdom Hays Specialist Recruitment Limited Full time

    Customer Service Administrator working for a leading international tobacco company. **Your new company**Your new company is a leading international tobacco company based in Birmingham. **Your new role**Your new role is to act as an ambassador for the organisation, serving their customers by providing product and service information, setting up / maintaining...

  • Customer Service Specialist

    3 days ago

    Birmingham, United Kingdom Direct Line Group Full time

    **Key Accountabilities** **Customer** Deliver an effortless customer experience, CONNECT with the customer and deliver on agreed expectations. Create a customer focused culture that will support the delivery of our customer measures of speed, quality and ease. - Establish, maintain and be constantly aware of the delivery of the connected customer culture...

  • Customer Support Specialist

    2 days ago

    Birmingham, United Kingdom Daikin Full time

    **Customer Support Specialist** **Weybridge (Hybrid)** **Salary: Competitive + Bonus + Benefits** Are you an enthusiastic and energetic Customer Support Specialist looking for your next challenge and career progression within an expanding team? If you want to work in a fast-paced role where you have all the training and support you need to succeed, then...

  • Commercial Specialist

    3 days ago

    Birmingham, United Kingdom Crown Commercial Service Full time

    **Details**: **Reference number**: - 348319**Salary**: - £34,206 - £38,005- A Civil Service Pension with an average employer contribution of 27%**Job grade**: - Higher Executive Officer- Band 3**Contract type**: - Permanent - Fixed term**Length of employment**: - Until Feb 2025**Type of role**: - Commercial**Working pattern**: - Flexible working,...

  • Customer Support Specialist

    7 days ago

    Birmingham, United Kingdom Daikin Full time

    **Role: Customer Support Specialist** **Location: Birmingham (Hybrid working option)** **Salary: Competitive + Bonus + Benefits**Are you an enthusiastic and energetic Customer Support Specialist looking for your next challenge and career progression within an expanding team? Want the flexibility to work from home 2 days per week? If you want to work in a...

  • Customer Support Specialist

    7 days ago

    Birmingham, United Kingdom Daikin Full time

    **Role: Customer Support Specialist** **Location: Birmingham (Hybrid working option)** **Salary: Competitive + Bonus + Benefits** Are you an enthusiastic and energetic Customer Support Specialist looking for your next challenge and career progression within an expanding team? Want the flexibility to work from home 2 days per week? If you want to work in...

  • Customer Service Advisor

    9 hours ago

    Birmingham, United Kingdom Gleeson Recruitment Group Full time

    **Customer Service Advisor** I am working with a client looking for a Customer Service Advisor to join their growing team. You will be delivering outstanding customer service whilst handling all customer queries and keeping the customer's needs in mind at all time as well as the inputtingof data entry. This role will be based in offices full-time. **The...

  • Customer Service Advisor

    3 days ago

    Birmingham, United Kingdom Hart Recruitment Full time

    A fantastic opportunity has arisen for a Customer Service Advisor to join our client based in the Jewellery Quarter, Birmingham. Benefits include a BHSF package, an internal benefits package and 33 days holiday including Bank Holidays. You will be working 37.5 hours per week, 8.30 am to 5.00 pm Monday to Friday, flexibility is required. You will be working...

  • Digital Services Specialist

    Found in: Talent UK C2 - 3 days ago

    Birmingham, United Kingdom OKB KONE plc Full time

    A Digital Services Specialist at KONE is a recognised expert of KONE digital solutions, with expertise in process development as well as providing technical support of KONE’s digital services. As part of our role, you will become the primary support contact and the go-to subject matter expert for various KONE digital solutions, including: KONE Remote...

  • Senior Customer Claims Specialist

    4 days ago

    Birmingham, United Kingdom Floss Agency Full time

    **Job Category**: - Financial, Legal & HR**Job Title**: - Senior Customer Claims Specialist**Job Reference**: - MH**Job Location**: - Birmingham (Hybrid)**Job Salary**: - £27,000 - £35,000 + £1,500 Bonus**Job Type**: - Permanent**Job Title - Senior Customer Claims Specialist** **Location - Birmingham - Hybrid/Office** **Salary - £27,000 -...

  • Customer Experience Specialist

    3 days ago

    Birmingham, United Kingdom BT Full time

    Customer Experience Specialist **Job Req ID**:29214**Posting Date**:7 Feb 2024**Function**:Content & Design**Location**:Snowhill, Birmingham, United Kingdom**Salary**:Competitive with great benefits**Why this job matters** You will bring your personal expertise to a team who are collectively accountable for end to end Customer Experience and service...

  • Customer Claims Specialist

    3 days ago

    Birmingham, United Kingdom Floss Agency Full time

    **Job Title - Senior Customer Claims Specialist** **Location - Birmingham - Hybrid/Office** **Salary - £27,000 - £35,000** **Bonus - £1,500** **The role**: You will support customers who call in for assistance regarding their policy, providing accurate information in response to their enquiry. You will respond to enquiries relating to existing claims,...

  • Customer Service

    3 days ago

    Birmingham, United Kingdom First Choice Recruitment, Wakefield Full time

    **Role: Customer Service Advisor** **Rate: £10.42 per hour (£10.78 after 12 weeks)** **Hours - 4 rotating shifts**: Week 1 - 8:00-4:30 - Monday, Tuesday, Friday, Saturday, Sunday Week 2 - 8:30-5:00 - Monday, Wednesday, Thursday, Friday, Saturday Week 3- 9:00-5:30 - Monday - Friday Week 4 - 9:30-6:00 - Monday - Friday **Start Date: 22.05.2023** First...

  • Customer Service Advisor

    4 days ago

    Birmingham, United Kingdom Travelex Full time

    Customer Service Advisor Asda Travel Money - Queslett Birmingham **Job Type**: Permanent/ Part Time Hours per week: 16 hrs. **Salary**: £11.00 per hour Working Patterns: This job is perfect for those who are flexible and able to work a variety of shifts between Monday to Sunday. Depending on your team, you will receive a monthly or weekly...

  • Customer Service

    2 days ago

    Birmingham, United Kingdom The Student Energy Group Full time

    Who are we? The Student Energy Group provides simple monthly statements that cover green energy, water, broadband, and TV license services. We aim to make our customers' lives as easy as possible, but we don’t want to stop there! We want to go further. We want to make a difference to the environment! We will make a stand for our precious planet;...

  • Customer Service Associate

    8 hours ago

    Birmingham, United Kingdom NatWest Group Full time

    Our people work differently depending on their jobs and needs. From home working to job sharing, visit the remote and flexible working page on our website to find out more. This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom. Join us as a Customer Service Associate - Business Lending...