Claims and Customer Service Representative

4 weeks ago

Gillingham, Kent, United Kingdom ABL 1Touch Full time
About the Role

We are seeking a highly skilled and customer-focused Claims and Customer Service Advisor to join our team at ABL 1Touch. As a key member of our Claims and Customer Service team, you will play a vital role in delivering exceptional customer service and ensuring that our customers receive a first-class experience.

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
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
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 whilst 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

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