Customer Solutions Specialist, Bristol

2 days ago

Bristol BS QH, United Kingdom Legal Protection Group Full time

Devon Bay Solutions specialises in property repair and home emergency services throughout the UK. We also undertake a range of other insurance-related claims management arrangements including but not limited to First Notification of Loss, Legal Expenses Claims, Mediation and Vehicle Assist claims. As a Customer Solutions Specialist you will be responsible for providing excellent customer service in a timely manner to help support our policyholders through a smooth claims journey. You will positively contribute towards meeting all company KPIs and regulatory requirements.

Accountabilities & Responsibilities

  • Taking first notification of losses and documenting all claim information accurately and efficiently in the system.
  • Verify policy details and gather necessary information to initiate and validate the claims process.
  • Providing the necessary triage advice to our customers aiming to alleviate their emergency.
  • Assigning emergency jobs to appropriate engineers from our established engineer network
  • Identify and escalate priority issues to the appropriate department or senior representative.
  • Research and troubleshoot complex customer issues using available resources with a view to resolve any complaints.
  • Checking, highlighting, and responding to the claim's admin inbox.
  • Chasing updates from engineers about the status of emergency claims including quotes and invoices.
  • Log and record contractor invoices correctly on the claim to ensure correct claims costs are recorded.
  • Adhere to all company policies and procedures including those relating to the Financial Conduct Authority's rules and principles and data protection.

Experience & Skills

  • Previous experience of call-based customer service/call centre
  • Focused and able to work in a methodical way in a busy office environment
  • Excellent communication skills, internally and externally at all levels
  • Excellent document and reporting skills
  • Demonstrate drive to deliver results
  • Ability in managing high quality performance output
  • Previous experience of General Insurance and assistance products is desirable
  • Excellent telephone manner and conflict resolution skills
  • Innovative and have a passion for success
  • Ability to navigate multiple computer systems and applications simultaneously
  • Ability to work in a fast-paced and high-pressure environment
  • Attention to detail and accuracy
  • Ability to work independently and as part of a team
  • Excellent problem-solving and decision-making abilities

If you are interested, please submit your CV to

Job Types: Full-time, Permanent

Pay: £14.16-£15.00 per hour

Benefits:

  • Casual dress
  • Company pension
  • Free parking
  • Life insurance
  • On-site parking
  • Private medical insurance
  • Sick pay

Ability to commute/relocate:

  • Bristol BS35 3QH: reliably commute or plan to relocate before starting work (required)

Experience:

  • Call Centre: 1 year (preferred)
  • Customer service: 2 years (required)

Language:

  • English (required)

Work authorisation:

  • United Kingdom (required)

Work Location: In person

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