Customer Service Advisor

2 weeks ago


Bradley, United Kingdom The Recruitment Crowd (Yorkshire) Ltd Full time

A Customer Service Advisor (FNOL Team) is responsible for ensuring repair instructions are deployed to the most suitable repairer, in accordance with customer SLAs. They are also responsible for ensuring that all systems are updated and maintained efficiently.All Customer Service Advisors are responsible for delivering excellent customer service at all times.
The key responsibilities include
- Ensuring the deployment of all repair instructions to the most appropriate and suitable repairer in accordance with workstream parameters and client SLAs.
- Identifying and converting opportunities to sell 'Avant repair services’ to ensure repair opportunities are maximised.
- Adherence to Avant’s Customer Service Advisor best practice guidance.
- Delivering excellent customer service and satisfaction.
- Effective liaison with other departments in the business.
- To respond and resolve enquiries and problems related to claims.
- Escalate complex queries to senior managers.
- To assess problems and judge when to pass complex queries on to colleagues or managers.
- Undertaking general claims tasks and administration as required. Accountabilities; individual performance is measured against the following key areas
- Calls answered on accident assistance lines.
- Calls answered within business and customer SLA’s.
- Identification of repair opportunities.
- Conversion of opportunities into fault repair deployments.
- Conversion of opportunities into non-fault referrals.
- Ensuring all repairs are progressed in accordance with system milestones through to completion. Knowledge, Skills and Abilities
- Previous experience within a Customer Services role.
- Problem-solving skills with the ability to adopt a logical approach to resolving problems.
- Experience in a work environment that required collaboration across work groups.
- Excellent telephone and communication skills.
- Logical and effective problem solving.
- Strong questioning and decision-making skills
- Good listening skills.
- Good planning and analytical skills.
- Good organisational and time management skills.
- The ability to work well under pressure.
- Good numeracy and literacy.
- The ability to prioritise and manage your own workload to meet business requirements.
- Experience of working towards deadlines and performance objectives.
- Basic knowledge of Microsoft Office packages.
Additional (desirable)
- Knowledge of motor claims management and body repair.

**About TRCGroup



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