Claims and Customer Service Representative

2 months ago

Gillingham, Kent, United Kingdom ABL 1Touch Full time

About ABL 1Touch

ABL 1Touch is a leading provider of vehicle repair services, established in 1994. We pride ourselves on delivering high-quality work and exceptional customer service.

Job Summary

We are seeking a highly motivated and customer-focused Claims and Customer Service Representative to join our team. As a key member of our Claims and Customer Service team, you will be responsible for providing a first-class experience to our customers, managing inbound and outbound calls, and working closely with our bodyshop management team.

Key Responsibilities

  • Answering incoming customer calls and engaging with customers to provide a high-quality service
  • Contacting customers to arrange the booking in or collection of vehicles and allocation of courtesy cars
  • Following process to load new claims into the system, in accordance with agreed SLAs
  • Working with customers to obtain images to support the process of the vehicle repair
  • Liaising internally with bodyshop management to ensure claims are kept up to date, communication is maintained with customers in a timely manner, and appropriate documentation is kept
  • Managing and escalating where relevant, any customer dissatisfaction

Requirements

  • Experience of working in a fast-paced service-oriented role, ideally in a claims or contact centre background
  • First-class service mentality, with an understanding of how to maintain customer satisfaction while balancing business requirements
  • Self-motivated and ability to use own initiative to prioritize workload and problem-solve, sometimes under pressure
  • Positive attitude with a flexible and resilient approach to change
  • Outstanding communication skills, both verbal and written
  • Good level of computer skills, used to working with MS Office and claims/customer databases
  • Good attention to detail and accuracy to ensure a right-first-time approach when keeping call notes

What We Offer

  • Opportunity to earn more through additional incentives
  • 28 days holiday (including bank holidays)
  • Celebration Day (to use as you wish to celebrate a significant day in your life)
  • Healthcare Cash Plan (including Gym and shopping discounts)
  • Employee Assistance Programme
  • Employee Pension
  • Employee Engagement Budget (money to go out as a team and have fun)
  • Access to Mental Health First Aiders
  • Cycle to Work Scheme
  • Refer a Friend Scheme (earn £1,000 for referring people to join the team)
  • Team breakfasts and lunches

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