Customer Service Representative

5 months ago

Egham, United Kingdom Bike Assist Legal Full time

**Customer Service Representative**

**Role Purpose**:
Join our team as a Customer Service Representative with the key purpose of managing and supporting the customer journey process, from inception through to Litigation. Your role is pivotal in maximizing customer satisfaction and enhancing the overall recovery performance of the department, contributing significantly to the success of our business.

**Duties/Responsibilities**:

- Conduct initial client care calls and oversee the on-boarding process, including initial sign-up and retainer procedures.
- Fulfill ad-hoc requests and chasers for completed retainer documents.
- Manage the distribution and follow-up of witness questionnaires.
- Assist in completing Litigation referral tasks.
- Draft and dispatch crucial pre-litigation communications, including but not limited to letters to COI ref outlay, Day 30 letters, and Letters of Claim.
- Assist in collating all outlay documents on claims ready for litigation.
- Support the Credit Hire team lead with allocation processes and claim re-allocations.
- Aid the wider department in settlement/payment chasers.
- Assist the Credit Hire Litigation team by contacting clients for the return of signed-up documentation, including legal papers and witness statements. Occasional late shifts may be required for client contact.
- Support the wider department with day-to-day tasks and duties for both the credit hire Pre-lit and litigation teams.
- Assist in file opening and closure routines.
- Manage incoming calls, direct to correct handlers, and handle simple queries as appropriate.
- Monitor and prepare various spreadsheets, data integrity reports, and action audit criteria.

**About You**:

- Ideally, possess extensive customer service experience with a proven track record of delivering excellent service.
- Knowledgeable in office administration procedures and experienced with a case manager system.
- Ability to manage multiple and changing priorities with good diary management skills.
- Proficient in computer skills including Word, Excel, MS Outlook, and PowerPoint.
- Strong typing and keyboard skills.
- Excellent telephone manner with a good level of English spelling and grammar.
- Attention to detail and a high level of accuracy.

**Desirable**:

- A team player who acts as a role model, working towards achieving business and team goals.
- Maintain a positive attitude, self-motivated, and able to use initiative.
- Resilient and able to thrive in a fast-paced, challenging, and dynamic environment while still achieving objectives.
- Passionate about career development and seizing opportunities to grow and excel.

**How to Apply**:
**Job Types**: Full-time, Permanent

**Salary**: £22,000.00-£25,000.00 per year

**Benefits**:

- Additional leave
- Canteen
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Employee discount
- Employee mentoring programme
- Financial planning services
- Flexitime
- Free parking
- Health & wellbeing programme
- Language training provided
- On-site parking
- Paid volunteer time
- Referral programme
- Store discount
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday
- Weekend availability

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Licence/Certification:

- Driving Licence (preferred)

Ability to Commute:

- Egham (required)

Work Location: Hybrid remote in Egham

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