Customer Service Representative

**Company description**:
**Job title**:Customer Service Advisor - Home Insurance

**Location**: Tunbridge Wells or remote working dependant on location

**Salary**: £18,685 - £19,972 DOE and location with the opportunity to progress through our career development ladder + annual bonus + excellent benefits

**Hours**: 37.5 hours per week, 5 days per week. Shifts arranged on rotational basis (between hours of 8 am - 8 pm Monday - Sunday)

**Background**

Here at **the AA** and as part of our **Motor & Home Insurance** Claims business in **Tunbridge Wells**, we are looking for **Customer Service Advisors** to join our Home First Notification of Loss (FNOL) team who have a flair for providing a great service. You’ll be motivated by building excellent rapport with customers, helping them have a great experience with us as you bring our values of care and expertise to life.

**This is what the hiring manager, Lisa Harris, Senior Operations Manager says about the role**

**“An opportunity to join a vibrant FNOL team providing a world class claims service to our household customers. A superb career move if you have current home claims experience or would like the opportunity to utilise your existing call centre or customer service experience within a new environment. A passion for helping others and finding claim resolutions are key skills to bring to this role”**

So, if you’re committed to doing well in everything you do and understand what good customer service looks and feels like, then we will support you all the way and would love to hear from you

**This is the job**:
The FNOL team deal with calls that come in from customers or third parties who are reporting a household incident and need to make a claim.

**What will I be doing?**:

- Provide advice on how to make that claim and the process involved as well as recording details of the claim itself; understand the customer’s needs and validate the claim circumstances - this part is really key as often you will be dealing with customers who may be distraught and upset due to the nature of the call
- Instruct suppliers such as builders, surveyors and specialist contractors where required and ensure these referrals are carried out in a timely manner for the customer
- Signpost the customer to the next steps in their claim journey
- Answer existing query calls on claims already reported

**What do I need?**:

- Strong customer service background within a contact centre environment
- A desire to do well
- Accuracy and attention to detail
- Positive and self-confident approach when dealing with customers
- Ability to utilise qualities such as empathy, tact, assertiveness and diplomacy when talking to our customers understanding that they could be distraught and concerned following an incident
- Ability to work under pressure and meet deadlines
- PC literate with good administrative skills
- Ability to take on increased ownership and responsibility when necessary
- Good written and spoken English as well as good numeracy skills

**Additional Information**:
**What’s in it for you**

As a valued member of our team, you’ll have access to a range of fully supported development programmes, designed to help you progress in your career with us. Whether you’re looking to grow in your current role, or learn new skills and take on greater responsibilities, we can help you build the career you’re looking for here.

We’re always looking to recognise and reward our employees for the work they do. Here are just a few of the benefits you’ll have access to, as part of our team:

- Annual bonus scheme
- Contributory pension scheme
- 25 days holiday
- 50% discount on AA membership in the first year and free thereafter
- Discounts on the wider AA products and services incl. car insurance, home insurance etc.
- Flexible working options
- Onsite parking

Good conduct matters at the AA. It's very important that you act with honesty & integrity, are respectful of others and have a consistent desire to do the right thing. Everyone at the AA lives these behaviours, so we are all able to support the delivery of good outcomes for our customers

HeadOffice