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Claims and Customer Service Representative
2 months ago
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 Advisor 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 prioritise 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
