Customer Services Advisor

2 weeks ago

Bradley Stoke, United Kingdom RAC Full time

RAC are on the lookout for a **Customer Advisor** who will help to process and recover costs of attending our members following an RTA. The role will provide vital support to vulnerable customers in stressful situations, you will be offeringadvice and support through the recovery process. You will be administering policies in relation to our stand-alone legal expenses insurance product. The policy administration ranges from address changes to new policy sales.

Hours will be 35 Hours worked over Monday-Friday 8-4pm and 9-5pm

This role will require you to work from our iconic Bristol office situated in Bradley Stoke and there is the option for hybrid working.

**Role Purpose**
- To answer inbound calls and maintain set levels of service and customer service entitlements
- Ensure all calls and associated activities are logged accurately on the relevant case management systems.
- Handle file/calls in line with KPI's which are set by the business
- Hold time to insurers never falls outside of the required criteria
- To work from a queue and to set contact strategy to ensure all cases are followed up correctly
- Identify all recovery opportunities to maximise cash flow for the business and meet business objectives
- Handle and resolve complaints over the phone and establish which area of the business the complaint needs to be dealt with
- Using effective questions to ensure all information on the case is correct to ensure the correct process is followed
- Ensure your work conforms to standards set by the Financial Conduct Authority, Data Protection Act and other relevant legislation and/or regulatory bodies

**Qualifications**

Knowledge of Accident Care and Legal Services processed to identify invoicing opportunities. Liability knowledge required to ensure accident circumstances are correct

**Essential Experience
**At least 3 months experience of working within an office environment and experience working within a team in a customer - oriented environment is vital
A broad range of IT skills

In return, we offer a competitive salary, contributory pension scheme, life insurance, 23 days annual leave with the option to purchase an additional 5 days, free on-site parking across all 3 sites and free RAC breakdown cover. You will be working in a mediumsized team, with a high level of support from both management and colleagues. We also offer a range of other flexible employee benefits for you to choose from. Full training will be offered.

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