Customer Service Advisor

3 months ago

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

A Customer Service Advisor (Repair Progression Team) is responsible for proactive claim handling to ensure all deployed repairs are progressed effectively, promptly, and efficiently through the repair claim life cycle to completion. A Customer Service Advisor(Repair Progression Team) is also responsible for ensuring that all systems are updated and maintained efficiently with the collection of repair data from repairers and connected systems. All Customer Service Advisors are responsible for delivering excellentcustomer service at all times.
The key responsibilities include
- To ensure that repairs are progressed through the repair journey in a prompt, effective and efficient manner to repair completion.
- To liaise effectively and efficiently with network repairers over digital and telephone media.
- To ensure all repairs are progressed in-line with SLAs, through system management and effective network repairer interactions.
- 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 and repair progression.
- 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
- Ensuring all repairs are progressed in accordance with client and business requirements.
- To ensure all repairs are driven through system milestones through to completion.
- Identifying delays in the repair journey and implementing effective solutions.
- Escalating repair delays and issues to the Network Operations Team to ensure swift resolution and monitoring of any repair delays.
- Ensuring repairer performance in the repair journey to meet customer SLAs related to repair progression.
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.
- Good planning and analytical skills.
- Good organisational and time management skills.
- Good numeracy and literacy.
- Good listening skills.
- Experience of working towards deadlines and performance objectives.
- The ability to work well under pressure.
- The ability to prioritise and manage your own workload to meet business requirements.
- Basic knowledge of Microsoft Office packages.
Additional (desirable)
- Knowledge of motor claims management and body repair.

**About TRCGroup

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