Call Centre Operator

3 weeks ago

Leicester, United Kingdom Recruitment Avenue Full time

You’ll be part of a fast-moving team, working with their largest Motor Insurance customers, who trust them to provide a best-in-class rental management service to their policyholders, brokers and future customers.

The Insurance Support Services Department focuses on providing a professional reservation, rental management and complaint handling service to their Motor Insurance and Accident Replacement customers.

You’ll pride yourself on providing an excellent level of customer service when processing First Party, Intervention and Credit Hire reservations.

You’ll have regular contact with colleagues from the sales team and be given the opportunity to attend and contribute at customer reviews meetings. You’ll certainly be proactive in managing your workload and will always be encouraged to share ideas on howwe can improve our service.

**Main duties of the role**:

- Establish and maintain a good working relationship with all of their internal and external customers
- Manage a portfolio of Insurance Customers, processing their accident replacement rentals in line with any pre agreed processes.
- Proactively manage your work queue, ensuring you prioritise any ASAP rentals, whilst maintaining good lines of communication at all times.
- Form strong relationships with your colleagues and customers, being the first point of contact for any day to day queries that may arise on your accounts.
- Providing post rental support through proactive complaint management on your dedicated accounts
- Provide technical support where necessary to your peers
- Act as the day-to-day liaison for the Customer and store branches to ensure smooth running of our services
- Ensuring all contractual SLAs are exceeded
- Perform your duties in line with our internal procedures as you would expect within a PCI compliant environment.
- Ensure any system issues / contract discrepancies are brought to the attention of you Line Manager / Account Director 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
- Identify any rental trends or inefficiencies that need to be addressed, establish route cause and assist with any remedy.
- Complete any other reasonable duties requested by your Line Manager.
- Demonstrate excellent customer service approach and work with strong organisational and prioritisation skills

**Key skills and attributes required**:

- Excellent administrative skills, communication, and attention to detail
- First class IT - knowledge of all Microsoft and Google packages
- Able to work using own initiative as well as ability to work within a team
- Highly results driven
- Customer centric approach and ability to prioritise workload, based on hire type and complexity
- Confidence to work across all levels of the business
- Practically minded: able to roll sleeves up and get stuck in
- Available to work overtime when requested
- Work well under pressure and achieve deadlines: excellent time management
- Take ownership - for all tasks and duties designated to you

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