Customer Service Advisor

2 weeks ago

Halesowen, United Kingdom Davies Group Full time

Davies Group is a specialist professional services and technology firm working in partnership with leading insurance, highly regulated and global businesses. Our team of more than 5,500 professionals operate across the UK and Ireland, US, Bermuda and Canada.

The Work In Progress Advisor will report to the Customer Care Team Leader within the Davies 24/7 Team based in Halesowen. This position would suit someone with home emergency insurance claims handling experience within a regulated environment, who is keen to develop a career with a dynamic, expanding company.

You'll be the person responsible for deploying or re-deploying an engineer to attend a customer’s home emergency claim. You’ll also be responsible for progressing the claim through to completion, ensuring that any and all follow-on work is booked in quickly and efficiently, keeping the customer informed and offering the best possible customer service. With a personable and empathetic approach, you'll need to be able to effectively communicate with both customers and contractors, and also be comfortable answering any policy or customer service related queries regarding the customer’s home emergency claim.

**It’s a busy and varied role, with a broad range of responsibilities, but the fundamentals include**:

- Taking inbound calls from customers relating to the progress of their home emergency claim, and updating the customer accordingly based on case notes.
- Utilising our CRM based system to create and manage follow-on cases when additional work is required after the engineer’s first visit.
- Checking policy cover against quoted works to ensure that we are providing a service in line with what the customer is covered for within their policy documentation.
- Authorisation of quotes from contractors for further required home emergency works, including parts and labour costs, within the customer’s policy limitations.

**Skills and Experience**
- At least 1 years’ experience in an office-based administration role.
- Ideally should have experience handling insurance claims.
- Experience of working in a home emergency setting is strongly preferred.
- Basic knowledge of Microsoft Excel functionalities is absolutely essential.
- A good knowledge of CRM based systems is preferred but not essential.
- Demonstrable experience of working in a fast-paced and demanding administrative role.
- Ability to see things from the customer’s perspective and put the customer first.
- Good standard of literacy along with excellent listening, written and verbal communication skills.
- Proven time management skills and a willingness to take ownership of work.
- The ability to work well under pressure to tight timescales.
- Methodical and organised approach to ensure that all customer contacts are correctly completed in a timely manner.
- Strong problem-solving skills coupled with an ability to negotiate through alternative solutions with the client.
- Proven decision-making skills.

**Hours of work**

The core working hours will be full time 9:00 - 17:00 Monday - Friday, with at least one Saturday 9:00 - 17:00 every 3 weeks (a day off during the week will be scheduled in during any week you’re working a Saturday), however, flexibility will be required depending on business requirements.

**What we offer**
- Company Pension and Life Assurance.
- Leadership, training & support for professional qualifications.
- Development programmes & institute memberships.
- Employee Assistance Programme.
- Virtual GP and other wellbeing resources and regular company initiatives.
- Access to Cycle to Work, Season Ticket Loan and eye test vouchers.
- Davies Foundation; regular fun events to raise funds for our charitable foundation.

**Diversity & Inclusion**

**Salary**: £21,465.60 per year

**Benefits**:

- Casual dress
- Company pension
- Cycle to work scheme
- Discounted or free food
- Referral programme
- Wellness programme

Schedule:

- Monday to Friday
- Weekend availability

Ability to commute/relocate:

- HALESOWEN: reliably commute or plan to relocate before starting work (required)

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Work Location: One location

Expected start date: 23/01/2023

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