Customer Service Advisor

6 months ago

Bolton, United Kingdom ExamWorksUK Full time

We are a group of companies working in the legal, accident management and healthcare sectors currently looking for an Customer Service Advisor to join us.

As a Customer Service Advisor, you will be working for Premex Group

**Role Purpose**

Premex Group are a supporting company that assist specialist solicitors handling personal injury claims. You will be responsible for taking inbound calls and updating the relevant database and department. Incoming calls will range anywhere from general enquiries to those more specific against a client’s claim. This role will require you to have good attention to detail, a professional telephone manner and good people skills.

**Duties and Responsibilities**:

- Responding to calls from customers, clients, medical records suppliers, and experts regarding a range of sometimes complex queries in a professional and timely manner showing empathy where required and ensuring that they are kept fully updated with the progress of the case at all times aim for first call resolution by taking ownership including any follow up action with a high level of accuracy.
- Identify and flag any issues or suggestions to reduce repeat calls.
- Adhere to agreed call standards, building and maintaining excellent relationships with clients and experts.
- Understand the different report types and customer requirements
- Confidently navigate through all the different systems to progress the case.
- Complete assigned work within the time-scales provided.
- Booking and rearranging injured parties’ medical legal appointments taking into account distance and convenience for the client.
- Ensure all written correspondence is completed using the correct grammar/spelling.
- Be a team player and display a positive attitude towards team work, team members, peers, managers and the company at all times
- Have the ability to work under pressure on complex cases.
- Ensure all complaints are resolved at first point of contact wherever possible or passed to a manager until resolved.
- Complete any other duties as deemed necessary by the business

**Progression**:
At Premex Group we encourage employee progression
- and employees to build a career with us, no matter what department. We utilise our Learning and Development team by giving each employee a training plan strictly moulded to them, alongside options of different NVQ’S and courses along the way. Consistent support is given throughout your employment, including regular one to ones, open office space to be able to interact with different teams, team meetings and of course our wellbeing/team activities.

The next step after your probationary period would be to work with the training team to upskill you on taking calls and handing accounts with different parts of the business, once this has been achieved you can choose to stay put or take on the responsibility as a Case Handler, and here is where you can build your relationships, manage your own caseload and learn more about the wider part of the company

**Hours**: Monday
- Friday Between 08:00-17:30 (maximum of 7.5 hour per day)

**Location**: Full office based in Bolton, BL6 6SX. Work from home upon successful probation period

**Salary**: Starting £22,707 per annum

**Previous experience working in an office based/telephony role is highly desired due to the nature of the role**

**Working for an Examworks Company, what is on offer?**
- Continuous training and development with support given by our expert team
- Appraisal programmes for all which aids your progression and salary increments
- Pension that allows you to choose how much you put away for your retirement
- Employee referral programme - £250 for every employee you refer
- Free parking
- Amazing social events, festivals and parties, team get togethers.
- Flexible approach to home working where your role allows and upon completion of your probationary period.
- Relaxed working environment with a ‘dress to perform at your best’ policy
- Match funding for your charitable activities
- Employee Assistance programme - legal advice, counselling and much more
- Discounts on retail, entertainment, eating out, purchases
- Wellbeing activities covering mental, financial & physical health, inclusivity, environmental, personal growth, fun and recognition
- Reward & Recognition - e-vouchers linked to our values
- Holidays that rise with length of service
- Cycle to work scheme
- Ask Mike - put your questions to our CEO - your thoughts and opinions are welcome too
- Opportunities to undertake recognised qualifications
- We are a disability confident employer_
- **OFFER OF EMPLOYMENT SUBJECT TO A DBS CHECK**_

IND2

**Job Types**: Full-time, Permanent

Pay: From £22,707.00 per year

Schedule:

- Monday to Friday

Work Location: In person

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