Customer Service Advisor

3 days ago

Birkenhead, United Kingdom Reed Legal Full time

**Customer Service Advisor**

This role is to work for one of the leading providers of insurance and legal services who are based in Merseyside.Focus is always on the customer and ensuring their claims journey consistently exceeds expectation.

**Job purpose**:
As a Customer Service Advisor, you will be the first point of contact for our customers who have suffered a loss following an incident with their vehicle. Treating our customer with understanding and empathy you will capture all the relevant informationefficiently and accurately, validating our customer’s policy and confirming indemnity whilst providing an excellent customer experience. Utilising effective questioning techniques and/or investigations you will accurately assess liability offering customersthe benefits of client supply chain for losses sustained as well as legal representation as required. You will also deal with general customer claims enquiries.

**To take inbound calls from customers because of a motor incident, validating cover and ancillary products as well as assessing liability**

- To collate data accurately and effectively
- To provide an excellent customer experience by way of a friendly telephone manner and active listening
- To provide clear communication to customers and/or their representatives
- To meet own targets and SLAs
- To liaise with external companies and internal departments in a timely and professional manner to effectively process the customers claim notification
- To resolve any issues avoiding expressions of dissatisfaction escalating into complaints
- To contribute towards continuous improvement with generation of ideas
- To ensure customers and the business are kept safe through compliance to all procedural and regulatory legislation as required by FCA
- To take responsibility for your own actions ensuring you keep up to date with all communications, processes, and procedures

**Previous experience working within a telephone-based customer service/contact centre environment**
- Professional approach
- Outstanding communication and customer service skills
- Strong written, oral, and interpersonal skills
- An ability to work using own initiative within boundaries
- An ability to in work in a fast-paced environment
- An ability to work effectively with people across a wide range of levels and responsibilities
- Good IT/Keyboard skills
- Attention to detail
- Good team working skills

**Benefits**:
Medicash (after 1 month’s service)
- Life Assurance Scheme (4 x salary)
- Tunnel tag (Liverpool to Wirral commuters)
- Pension Scheme
- Access to shopping and travel discounts through the medicash extras scheme
- Counselling sessions and mental health support through the medicash scheme

**Location**:

- Birkenhead

**Salary:**
- £19,028

**Hours:

- 37 hours - shift rotation

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