Customer Claims Advisor

4 days ago

Manchester, United Kingdom MERJE Ltd Full time

**Manchester**

**Monday to Friday,**_with _flexibility for evening and weekend cover._

Do you want a career within a growing business who are creative and always investing in you and their people?

Do you want your next role to be varied filled with career progression opportunities?

Are you positive, reliable, and resilient?

We are searching for a Customer Claims Advisor, with previous customer service experience to join an outstanding business.

**Customer Claims Advisor role**:
**Customer Claims Responsibilities**:

- To manage the customer experience throughout the claim, following the recommended call structure and deliver a high level of customer satisfaction.
- Review, investigate and respond to customers claims which are often complex, to assess claim validation.
- Ensure all queries are followed up and resolved in an efficient and customer focused manner, providing sensible and considered advice, managing their expectations.
- You will take responsibility for your own caseload and become the point of contact for our customers using your time management and prioritisation skills.
- Working to KPI’s and performance targets you will ensure accurate and speedy resolutions by effectively managing your workload and portfolio.
- Think on your feet and have the flexibility to adapt to a wide range of customers, having a natural ability to treat each customer as an individual.
- Demonstrate _'Treating Customers Fairly’_ when handling calls and claims.
- Ability to deal with challenging customer scenarios positively and objectively, whilst managing and resolving customer dissatisfaction.
- Act on Net Promoter Score (NPS) and customer feedback by engaging with customers to gain more insight to improve our customer’s journey.
- Providing information and advice to any customer enquiring about our services.

**What we are looking for**:

- Experience working within a customer focused Claims management environment is preferable.
- Able to demonstrate excellent Customer Service skills (listening, communication, empathy).
- Ability to demonstrate strong negotiating and influencing skills.
- Able to work as part of a team.
- Organised with good time management.
- Positive attitude and natural curiosity to identify improvements.
- Able to calmly and confidently handle difficult situations.
- Able to work under pressure and exceed targets.
- Able to represent the company professionally and responsibly.

**Customer Claims Advisor benefits**:

- Onsite parking
- Employee assistance programme
- Eye care scheme
- Access to company rewards which provides online and store discounts with a range of retailers
- Cycle to work scheme
- Training
- Deals on new cars

On the job training will be provided and due to business growth, we are looking to recruit several positions.

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