Customer Service Advisor

at  Carpenters Group

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

We are one of the leading providers of insurance and legal services.
Our focus is always on the customer and ensuring their claims journey consistently exceeds expectation.
We work in partnership with insurers, brokers and MGA’s to deliver a variety of fully outsourced claims solutions. Our team has grown to approximately 1000 employees across offices in Liverpool, Birkenhead, Manchester, Leeds, Haywards Heath and Glasgow.
Our team’s insurance experience combined with our legal expertise gives us the size, scale and strength to successfully work in partnership with any insurer or broker. Our long-standing relationships are testament to the quality of our service.
Our culture is what defines us as an organisation and has been built around our 5 core values.
We pride ourselves in providing a positive working environment where we can work together towards our success. We understand that our success as a business depends on the success of our people, and that is why we have established an environment where all of our employees feel valued and able to perform at their best.

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