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Search Consultancy is recruiting for in-bound Customer Service advisors for a top insurance company:
- Competitive salary - £18,278/£9.50 Per Hour
- 37 hours per week
- Shift rotation with only one weekend worked every three weeks making this the perfect role for anyone that requires flexible working
- Based in Tithebarn
- Private healthcare plan
- Tunnel tag for anyone commuting from Liverpool
- Opportunity for progression and development
- Pension scheme
About the company
Our client is one of the UK's leading providers of insurance and legal services, delivering 24 -7/365 menu based solution of fully outsourced claims services to the industry.
The company culture has been built around our 4 core values: Professionalism, Teamwork, Quality and Respect. They pride themselves in providing a positive working environment where people can work together towards success. They understand that success as a business depends on the success of our people, and that is why they have established an environment where all employees feel valued and able to perform at their best.
About the role
As a First Response 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.
Key duties
The role will involve:
* Taking inbound calls from customers as a result of a motor incident, validating cover and ancillary products as well as assessing liability
* Collating data accurately and effectively
* Providing an excellent customer experience by way of a friendly telephone manner and active listening
* Providing clear communication to customers and/or their representatives
* Meeting own targets and SLAs
* Liaising with external companies and internal departments in a timely and professional manner in order to effectively process the customers claim notification
* Resolving any issues avoiding expressions of dissatisfaction escalating into complaints
* Contributing towards continuous improvement with generation of ideas
* Questioning and challenging 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
* Driving your own development by actively seeking development opportunities
* Ensuring customers and the business are kept safe through compliance to all procedural and regulatory legislation as required by FCA
* Taking responsibility for your own actions ensuring you keep up to date with all communications, processes and procedures
* Adhering to company policies and procedures
* Actively and positively promote and represent the Carpenters group throughout the firm, and to external bodies

The ideal candidate has:
* 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

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.