Customer Service Advisor

We are looking for a Customer Service Advisor for a firm in Manchester.

 Duties will include, but not be limited to,

  • Answering the telephone and signing off calls in accordance with agreed procedures Recording all telephone calls on Proclaim or Client system, as appropriate
  • Corresponding with all parties concerned by use of the telephone, letter and any other means appropriate
  • Ensure correct prioritisation of workload and time management schedules are adhered to.
  • Handling calls received at source wherever possible. If you are unable to assist callers at the time of calling you should ensure that they are called back within agreed timescales
  • Ensuring all call backs promised are made within agreed timescales
  • Maintaining post and diary on your Client portfolio within agreed Key Performance Indicators (KPIs)
  • Making all liability enquiries necessary to allow you to negotiate settlement of Customer claims on the best possible terms
  • Complaint handling within agreed company procedures
  • Keeping the policyholder informed both verbally and in writing of the status of the claim
  • Carry out administration on files including general typing of emails and keeping a well organised and up to date portfolio of claims, which you will manage proactively and efficiently
  • Corresponding with all parties concerned by use of the telephone, letter and any other means appropriate
  • Identification and resolution of potential fraud, repudiation and voidance
  • Collecting accurate information and documents to proceed with a claim

Qualifications, Knowledge and Experience 

  • GCSE English and Maths
  • A positive and self-confident approach when dealing with customers, and where appropriate, representatives of the Company’s clients.
  • The ability to utilise qualities such as empathy, tact and diplomacy when interacting with customers, with the recognition that customers may be distraught and concerned following an incident.
  • Previous experience of working within a call centre environment, customer service and/or the field of insurance.
  • Commercial insurance experience
  • The ability to recognise and deal with problematic claims and / or refer them to more senior members of staff for appropriate action.
  • A background in customer relations or experience of conflict resolution would be beneficial.
  • A willingness to perform minor administrative tasks as requested by more senior members of staff.

Salary £15,500

For more information on this role, please contact jamie@acs-recruitment.co.uk