Customer Service Apprentice
5 months ago
**Job Purpose**
Undertake general administrative duties, as allocated by the Customer Resolution & Audit Manager. These will include maintaining customer resolution records, updating insurer clients and customers on the position of their claims and updating various social media platforms.
**Key Duties & Responsibilities**
- Undertaking general mailbox maintenance within the Customer Resolution Team (CRT) ensuring suitable escalation within the Team for appropriate referrals;
- Manage social media reviews to ensure they are all acknowledged, replied to and dealt with;
- Manage and maintain the CRT referral log to ensure matters are followed up, dealt with in a timely manner and resolved;
- General maintenance of all CRT MI reports;
- Generating monthly reports, for example positive reviews for Commercial Department, positive CSQ feedback for legal case handlers, telephony performance within CRT;
- Assisting with CRT phone line coverage;
- Assist CRT advisors with progressing claims and providing a first class customer service, such as chasing medical appointments, physio invoices, insurer outlay;
**Experience & Knowledge**
- An ability to work using own initiative within boundaries, as well as in a team, to achieve maximum results;
- Good working experience of Microsoft Office, such as Outlook, Word, Excel, Teams;
- Excellent organisational, planning, prioritisation and time management skills;
- Good communication and interpersonal skills;
- Good attention to detail and an ability to work effectively with people across a wide range of levels and responsibilities;
- An ability to be agile and adaptive; to be flexible, open to and embracing change and a willingness to learn new skills;
- Have a clear understanding of what good customer service is
**Desirables**
- Good IT Skills;
- A willingness to progress with personal development and professional qualification;
- This is a role ideal for a customer focused individual who would like to progress potentially into a legal career path
**About us**
We are one of the leading providers of insurance and legal services.
Our focus is always on the customer and ensuring their claims journey consistently exceeds expectation.
We work in partnership with insurers, brokers and MGA’s to deliver a variety of fully outsourced claims solutions. Our team has grown to approximately 1000 employees across offices in Liverpool, Birkenhead, Leeds, Haywards Heath and Glasgow.
Our team’s insurance experience combined with our legal expertise gives us the size, scale and strength to successfully work in partnership with any insurer or broker. Our long-standing relationships are testament to the quality of our service.
Our culture is what defines us as an organisation and has been built around our 5 core values.
We pride ourselves in providing a positive working environment where we can work together towards our success. We understand that our success as a business depends on the success of our people, and that is why we have established an environment where all of our employees feel valued and able to perform at their best.
**Benefits**
- 25 days' holiday per annum
- Holiday buy and sell scheme
- Hybrid working model (in relevant role)
- 2 x Volunteering days to support charitable initiatives
- Matched Giving - up to £250 matched for personal charity fundraising for a registered charity
- Medicash cash plan - claim back dental / physio / optical appointments
- My Medicash App - including access to rapid digital physiotherapy and skin cancer screening assessments plus fitness videos and wellbeing tools
- Discounts and cash back on travel and shopping through Medicash extras
- Life Assurance Scheme (4 x salary)
- Pension scheme
- Funded driving theory test (in relevant role)
- Active network of Wellbeing Champions - providing mental health support
- Training and development opportunities
- Funded social events to connect with your colleagues
- Dress for your day policy
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