EXPERIENCE & KNOWLEDGE

• Previous experience working within a telephone-based customer service/contact centre environment
• Professional approach
• Outstanding communication and customer service skills
• Strong written, oral and interpersonal skills
• An ability to work using own initiative within boundaries
• An ability to in work in a fast-paced environment
• An ability to work effectively with people across a wide range of levels and responsibilities
• Good IT/Keyboard skills
• Attention to detail
• Good team working skills

ABOUT US

Here at Carpenters Group, we’ve been providing legal and insurance services across the UK for over 30 years.
We’ve grown from a small law firm into a 1500 people strong team made up of insurance professionals, legal experts and best in class corporate services, working across seven office locations.
We work in partnership with household name insurers to deliver a variety of fully outsourced claim solutions. We also represent individuals who need expert legal support.
As a great place to work our core values underpin how we behave. Our working environment is positive and informal, and we encourage people to work together to perform at their best.
We understand that our success as a business depends on the success of our people, which is why we invest in your training, development and social projects, helping everyone to connect and grow.
No matter what stage of your career, at Carpenters Group there is a place for you to achieve your potential.

JOB PURPOSE

As a Customer Service Advisor you will be the first point of contact for our customers who have suffered a loss following an incident with their vehicle.
Treating our customer with understanding and empathy you will capture all the relevant information efficiently and accurately, validating our customer’s policy and confirming indemnity whilst providing an excellent customer experience. Utilising effective questioning techniques and/or investigations you will accurately assess liability offering customers the benefits of client supply chain for losses sustained as well as legal representation as required. You will also deal with general customer claims enquiries.

KEY DUTIES & RESPONSBILITIES

• To take inbound calls from customers as a result of a motor incident, validating cover and ancillary products as well as assessing liability
• To collate data accurately and effectively
• To provide an excellent customer experience by way of a friendly telephone manner and active listening
• To provide clear communication to customers and/or their representatives
• To meet own targets and SLAs
• To liaise with external companies and internal departments in a timely and professional manner in order to effectively process the customers claim notification
• To resolve any issues avoiding expressions of dissatisfaction escalating into complaints
• To contribute towards continuous improvement with generation of ideas
• To question and challenge peers/managers where processes and procedures do not meet expectations and any activity that does not place customers interests at the heart of how we do business
• To drive your own development by actively seeking development opportunities
• To ensure customers and the business are kept safe through compliance to all procedural and regulatory legislation as required by FCA
• To take responsibility for your own actions ensuring you keep up to date with all communications, processes and procedures
• To adhere to company policies and procedures
• To actively and positively promote and represent the Carpenters group throughout the firm, and to external bodies