Customer Service Advisor

2 weeks ago

Newton Abbot, United Kingdom Rainbow International Devon Full time

Rainbow International is the UK’s leading supplier of property disaster recovery services to a wide range of commercial and industrial organisations, including property and home insurers and owners.

We take responsibility for the restoration of properties damaged due to fire, flood and escape of water perils. Our services are delivered 24 hours a day through a national network of over 50 branches strategically located across the country, providing a local reactive, efficient and reliable service.

**The Customer Services Role**:
As a Customer Service Advisor, it will be your role to provide friendly and professional support and guidance to our insurance and insurance policy holder customers. Providing the highest level of service to our customers during challenging times, as our team reacts and restores properties affected by fire, flood and water damage. Supporting and resolving inbound customer queries and also proactively keeping our customers informed on project progress, next steps and ensuring customer awareness on future events and appointments. This role will be supported throughout by our wider experienced restoration specialists, including claim coordinators, field restoration technicians and third party restoration partners. This role will also help schedule and produce daily Rainbow restoration schedules, considering many factors, including customer's availability, outstanding restoration activities, peril priority and geographical locations.

**Working as part of an existing high-performing team, you'll be responsible for**:

- Providing informative regular outbound communication to our customers on policy holders on the progress of projects and next steps.
- Agreeing, scheduling and communicating on site visits with policy holders and the Rainbow restoration teams. Ensuring all parties are aware of agreed activities and responsibilities.
- The creation and communication of daily restoration team activity schedules, ensuring all parties are aware and in agreement of proposed appointment dates and times in advance. Overseeing and maintaining daily updates to customers on the daily work schedules, updating customers on arrival times and progress made.
- Occasional paid overtime hours may be required during severe weather events which leads to increased peril restoration work.

**Skills and experience required**:

- A passionate customer service focus mindset, having interpersonal customer empathy, with the ability to understand and react to our customers own perspective and what they might be thinking and feeling.
- Calm, confident and friendly telephone manner answering inbound calls.
- Ability to hold ongoing written and verbal conversations with customers, asking relevant questions and understanding requirements.
- Excellent telephone and written communication skills.
- Ability to think ahead to help plan, schedule and communicate future customer activities.
- Ability to produce and communicate regular Rainbow social media communication on service offerings, including support of case studies.
- Work well as part of our overall restoration team providing our service.
- Ambitious and willing to study for professional qualifications, such as BDMA qualifications.

**Please Note**
- **This should outline how you would be suited to this role, including the skills and knowledge you would bring.**_

**Additional Information**
- Either one full-time 40-hour week position or two part-time positions combined totaling 40 hours per week.
- We will consider both graduates and also juniors looking for an apprenticeship for this role.
- 28 day holiday allowance, increasing to 33 days per year with length of service.

**Job Types**: Full-time, Part-time, Permanent, Temp to perm, Apprenticeship, Graduate
Part-time hours: 40 per week

**Salary**: From £22,900.00 per year

**Benefits**:

- Company events
- Company pension
- Flexitime

Schedule:

- Flexitime
- Monday to Friday
- Weekend availability

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

- Newton Abbot, Devon: reliably commute or plan to relocate before starting work (required)

**Education**:

- A-Level or equivalent (preferred)

**Language**:

- English (required)

Work Location: One location

Flextime

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