Customer Service Advisor

3 weeks ago

Leicester, United Kingdom Recruitment Avenue Full time

In the role you will provide a professional and friendly service to customers, you will manage the end-to-end customer service process for the customer, providing live and after rental support where applicable.

You will be responsible for ensuring a high level of performance is delivered to all Motor Insurer accounts assigned to you by working closely with the ISS Manager, Account Directors, Operations and Customers to ensure a seamless end to end service is providedthrough complaint management, root cause, detailed reporting, and fault correction.

You will be a point of escalation support for all accounts as required and attend business reviews with them to discuss query to rental performance.

Ideally you will have a good understanding of vehicle rental or have gained experience working within a motor claims environment.

You will be familiar with FCA delegated authority processes. You will be a natural leader with proven ability to lead a small team of complaint handlers.

**Responsibilities**:

- Establish and maintain a good working relationship with internal teams and valued Insurance segment accounts
- Have an extensive understanding of complaint management, investigation and root cause correction
- Have a good understanding of FCA delegated authority processes
- Manage any customer service queries, relating to live and closed rentals, completing full investigation and resolution
- Work alongside the ISS and Subcontracting Manager, the Customer Experience Director, the Sales team and other Business Services teams to identify the root cause of customer service queries and make recommendations for improvement
- Capability to produce accurate and effective management reports
- Work alongside our valued accounts to ensure key Customer Service KPIs are exceeded and support on business reviews as required
- Answer calls within agreed service levels to assist with the customer journey
- Maintain complete security of all (UK) policies, rates, terms and conditions
- Ensure all cases are actioned within the SLA and that a full investigation is performed for every case
- Confirm all points are answered for every case
- Check that a full and complete resolution is provided to ensure the case remains closed.
- Ensure the reporting templates are filled out correctly and sent out within the SLA
- Verify the deposit, excess, damage and fuel policy is clearly explained to the customer where applicable.

**Key Skills Needed**:

- To maintain a high quality of customer experience
- To understand the companies Vision, Mission and Values
- To follow all operational procedures and working instructions applicable to the job
- Ensure all KPIs, both individual and team based, are accepted and managed within the agreed SLA
- Ensure any system issues / contract discrepancies are brought to the attention of the Account Manager / Director and your line Manager at the earliest opportunity
- Ensure that a professional and courteous image is portrayed at all times, both personally and in attitude and appearance in the work area
- Complete quality checks on work pieces completed by your team
- Work alongside the ISS management team and the Business Services Training & Quality team to ensure high quality output of all team members
- Support and manage a small team of complaint handlers
- Experience in the motor insurance sector is desirable

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