Customer Service Advisor

About the role

We’re looking for a Customer Service Advisor to join our Customer Service Team, and play a key role in being responsible for ensuring repair instructions are deployed to the most suitable repairer, in accordance with customer SLAs. They are also responsible for ensuring that all systems are updated and maintained efficiently.

Key responsibilities

• Manage vehicle claims end-to-end from repair instruction to completion and escalating where necessary.
• Making outbound and receiving inbound calls to and from customers, clients, 3rd parties and repairers.
• Using Avant Groups bespoke software and databases to record, update and maintain information relating to each claim.
• Manage own workload, ensuring all claims assigned are progressing in line with set KPI’s and business targets.
• Provide accurate updates to all key stakeholders, ensuring all updates are sufficiently detailed to give a full disclosure of the present claim position.
• Ensure that all SLA’s are met and exceeded.

Skills and experience

• Have a resilient and positive attitude.
• Excellent customer service skills, taking responsibility and providing a market leading customer journey.
• Excellent problem solving skills.
• Ability to handle a high volume of calls daily.
• Excellent written and verbal communication skills.
• Able to manage own time and workload.
• Desirable: Experience of working in a fast paced/contact centre environment.
• Desirable: Experience within the insurance and claims industry.

What you can expect from us

• 33 days holiday, including bank holidays.
• Personal health cash plan – claim back the cost of everyday healthcare such as dental and optical check-ups.
• Enhanced maternity, paternity, adoption and shared parental pay.
• Life assurance at three times your basic salary.
• Free breakfasts and fresh fruit.
• A birthday surprise for everyone.

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