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Customer Service Representative
2 months ago
Job Summary
We are seeking a highly skilled and experienced Customer Service Representative to join our team at Ad Warrior. As a Customer Service Representative, you will be responsible for providing exceptional customer service and support to our clients and customers.
Key Responsibilities
- Provide professional administrative support to the Claims Team and company Management/Directors.
- Deliver high-quality customer service, ensuring that service level agreements and performance targets are maintained.
- Manage and progress motor claims relating to vehicle accidental damage, from initial contact to repair handover and aftercare.
- Ensure accurate processing and deployment of claim notifications to repairers via rules-driven management system.
- Monitor and manage day-to-day body shop performance, including KPIs, breaches, and cancellations.
- Build and maintain relationships with repair network members, clients, customers, and team members.
- Act as a first-level point of contact for repair network members, clients, customers, and team members.
- Provide investigative feedback on queries to the company and their clients.
- Progress customer claims within the company's management system, ensuring they are actioned within internally agreed SLAs.
- Manage daily tasks within agreed SLAs.
- Assist with reporting and analysis of department/region/client performance.
- Liaise with designated Network Performance Analyst and other departments to seek assistance and resolution.
- Work towards achieving targets set by Team Leader/Line Manager.
- Assist with other Advisor's caseload as needed.
- Ensure claims data is maintained and updated with information from all sources in a timely manner.
- Provide accurate and detailed recording of all information using management systems.
- Promote data security and adhere to DPA and information security standards.
- Adhere to Company Policies and Procedures and carry out duties in a way consistent with clients' values.
- Manage complaints in line with policy and ensure full and in-depth information is captured and logged.
- Process and resolve expressions of dissatisfaction within FCA Guidelines and internal/external SLAs.
- Promote business and clients' business by providing exceptional and friendly service.
Requirements
- First-class communication skills.
- Accurate data input skills.
- Ability to build and maintain relationships.
- Ability to work to agreed deadlines, targets, and objectives.
- Able to work as part of a team and autonomously to a high level of accuracy.
- Good planning and organizational skills.
- Good problem-solving skills.
- Good decision-making skills.
- Commitment to providing a first-class service to customers and repairers.
- Customer-focused.
- Good knowledge of Microsoft Office.
Benefits
- 29 days annual leave, including statutory bank holidays.
- Additional birthday holiday.
- Holiday Purchase Scheme (on completion of probation period).
- Employee Benefits Scheme, including confidential counseling and 24/7 GP.
- Company events and functions.
- Free food days.
- Free parking.
- Close to shops and amenities.
