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Customer Advisor

1 month ago

Peterlee, United Kingdom Connect Recruit Full time

**Customer advisor**

**Peterlee - SR8**

**£20,961-£22,897 + OTE (£23K-£26k)**

**Monday to Sunday shift pattern between 7:00am and 21:00pm (4 WEEKENDS IN 8)**

**Description**

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.

**Principal Responsibilities**
- 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
- Able to work a shift pattern, including some weekends.

**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)

**Required checks for role**

Criminal Records Bureau check

**Essential**
- Experience (Previous experience required to be effective in the role)
- Experience in a customer focused position
- This role requires a customer first approach always displaying a professional attitude towards customers and desire to provide exemplary service

**Personal qualities (motivation/team working/working with change/results driven/ working under pressure / achieving targets)**
- Flexible, self-motivated
- Ability to manage own time effectively
- Attention to detail
- Organised
- Analytical and solution focused
- Able to work under pressure
- Proactive approach to work
- Committed approach to work
- Target driven

**General skills (effective communication/writing/flexibility in working week)**
- ICT skills
- General administration skills
- Strong communication skills
- Ability to work within a team

**Desirable**
- Qualifications and 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

**Benefits**
- Pension
- Parking
- Commission
- Gym
- Healthcare

**Salary**: £21,000.00-£23,000.00 per year

**Benefits**:

- Company pension
- Free parking
- On-site parking

Schedule:

- Monday to Friday

Ability to commute/relocate:

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

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Licence/Certification:

- Driving Licence (preferred)

Work Location: In person

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