Customer Service

21 hours ago

Hayes, United Kingdom Veetec Motor Group Full time

We are a leading Vehicle Accident Repair company recruiting for a Call Centre Operative to work within a small but busy team at our premises in Hayes, Greater London.

Working Hours**:Monday to Friday, 8am to 5pm.**

**Role Purpose**:
To identify and capture all work opportunities and to manage the outcome to a resolution that meets the customer and Company expectations and agreements.

**Key Tasks**
- To make outgoing calls to convert the notification of loss to a confirmed booking for us and the insurance provider
- To act as the first point of contact for all customers, responding proactively and courteously to all calls
- To use our systems to allocate the work to sites effectively and manage volume capacity across the business
- To pass on to site customer queries to enable resolution
- To log all calls and outcomes using the Company’s computerised systems
- To understand customer concerns and refer to complaints department
- To raise standard letters and documentation as required.
- To contribute to the efficient operating of administrative policies and procedures, to ensure the achievement of all tasks smoothly and in a timely fashion
- To ensure that the work areas are kept tidy and that the clear desk policy is maintained
- To operate within and adhere to the Company’s Health and Safety and GDPR policy in all aspects of the role
- To adhere to Company and departmental processes and procedures including those outlined in the Company Handbook

**Expectations**
- Ability to treat people with a positive manner and respect under all circumstances, instil trust in others besides upholding the values of the organisation
- Sound judgmental ability; able to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to requests for service/assistance
- To be punctual and flexible in the hours attended at work
- To be able to adapt to the changing requirement of the business workload
- To proactively deal with all customers
- To have a good understanding of Customer Service agreements with insurers
- To maintain an up to date understanding of Veetec operating systems
- To ensure claims taken and booked in are in alignment with the agreed target
- To ensure the customer is contacted in accordance with company policy whilst in the booking in process

**Job Types**: Full-time, Permanent

Pay: £25,000.00 per year

**Benefits**:

- Company pension
- Referral programme

Schedule:

- Monday to Friday

**Experience**:

- customer service: 2 years (preferred)

Work authorisation:

- United Kingdom (required)

Work Location: In person

Application deadline: 14/10/2024
Expected start date: 14/10/2024

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