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Customer Service Representative

2 months ago

Preston, Lancashire, United Kingdom Davies Group Full time

Job Summary:

We are seeking an experienced Customer Service Representative to join our Property team at Davies Group. As a Customer Service Representative, you will be responsible for responding to inbound calls from home emergency insurance customers, working to targets and KPI's in a friendly and professional call centre environment.

Key Responsibilities:

  • Respond to inbound calls from customers and provide excellent customer service
  • Work to targets and KPI's to ensure high levels of customer satisfaction
  • Support customers through the journey of their claim from initial notification to resolution
  • Validate policyholder information, diagnose issues, and deploy trade contractors as needed
  • Take excess policy payments, arrange boiler services, and negotiate with contractors
  • Opportunity to multi-skill across multiple insurance product lines

Requirements:

  • Experience in a 'First Notification of Loss' (FNOL) for an Insurer or Claims Handler is an advantage
  • Previous contact centre experience is an asset but not essential
  • Excellent telephone manner with strong customer service skills and ability to think on your feet
  • Strong attention to detail in all tasks
  • Self-motivated and engaged
  • Positive and self-confident approach when dealing with customers
  • Ability to use 'soft skills' such as empathy, tact, assertiveness, and diplomacy
  • PC literate with excellent administrative skills

Our Values:

Davies Group is a community of outstanding people who value diversity, support each other's ambitions, and grow together. We are dynamic, innovative, and connected, and we strive to make a positive impact in our communities.

We are committed to being an equal opportunities employer and welcome applications from a diverse range of candidates. If you require any adjustments or special arrangements to be made to our application process, please contact Human Resources.