Senior Customer Service Advisor

1 month ago

Peterborough, United Kingdom Activate Group Limited Full time

Job title: Senior Customer Service Advisor 

Department: FRT 

Location: Halifax or Peterborough 

Hours: 8am - 8pm, 4 on 4 off. 

Salary: £25,284, plus shift allowance of £500  

We're looking for a Senior Customer Service Advisor to be part of our success story.

**Listed in the 2022 Sunday Times 100: Britain's fastest-growing private companies.
**Great career development opportunities – grow with us.

About the role

Supporting the day to day running of the Contact Centre floor in daily operations, with a hands-on approach to assisting with inbound calls.

A frontline support to your colleagues, motivating, supporting and coaching them, focusing on those who require additional support.

Driving performance through achieving set objectives and working within the management team to achieve all objectives for the business ensuring this is done to an exceptional standard.

Key responsibilities

  • Take a high-volume of inbound call from repairers, policy holders and insurers assist with escalated calls, webchats, emails and other such workflows.
  • Obtain, record and update workflow steps accurately into a bespoke database and have the ability to challenge updates where required.
  • Provide accurate and clear updates to team leaders, customers and clients where necessary.
  • Manage own workload, ensuring all tasks are completed. Prioritise claims and escalate to a Team Leader or Compliance team when necessary.
  • Meet or exceed all SLAs. (e.g. on-site deadlines, estimate deadlines, repair completion deadlines)
  • Be approachable and provide help and guidance to Claims Handlers where required and ensure any training points behaviours and performance are recognised and flagged.
  • Take ownership of more complex or technical claims.
  • Maintain the daily operations of the office environment whilst Team Managers are in meetings or out of office, inclusive of out of hours cover.
  • Take on a senior role within the wider team, consistently demonstrating an outstanding attitude and willingness to go the extra mile.
  • Identify problems within processes / the FRT Team and provide solutions which you will communicate with your Manager.

Skills and experience

  • Excellent customer service skills
  • Ability to handle a high volume of calls daily
  • Excellent written and verbal communication skills
  • Able to manage own time and workload
  • Manage queries through to resolution or pass to the appropriate person.
  • Be comfortable with a fast paced and changing environment.
  • Maintain a proactive approach towards helping others and problem solving.

Benefits

  • 33 days holiday (including bank holidays)
  • Personal health cash plan – claim back the cost of things like dentist and optical check ups
  • Enhanced maternity / paternity / adoption / shared parental pay
  • Life assurance: three times basic salary
  • Free breakfasts and fruit
  • Birthday surprise for everybody

What you can expect from us

At Activate Group, looking after team members is a major priority. Whether you're at our smart Halifax or Peterborough offices, one of our AAR sites or working from home, we'll make sure you have all the support you need to succeed.

From benefits that put your health and wellbeing first, to impressive rewards for our employee of the month, and little perks like free fruit and cereal, we'll go out of our way to show how much we appreciate you.

A bit about us

Named by the Sunday Times as one of the UK's 100 fastest-growing private companies, we employ more than 700 team members nationwide.

We work with some of the UK's largest fleets and insurance companies, supporting drivers that have been involved in a road incident at our contact centres in Halifax and Peterborough.

We look after every step of the repair process, repairing vehicles at our own Activate Accident Repair body shops, and through a UK-wide network of independent repair partners.

Want to know what it's like to work with us? Take a look at our purpose and values. They define who we are, and how we work with team members, customers and suppliers:

Purpose: Make someone's bad day better

Values:

  • Make it happen – Be accountable. Take the initiative, work fast, and do a great job.
  • Strive for better – Be bold. Challenge the norm – make small improvements often.
  • Win together – Be a team-player. Win together, learn together, respect each other.

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