Job title: Repair Management Customer Advisor
Department: Customer Experience
Location: Huddersfield
Hours: 40 hours per week
Salary: £26,208 per annum
We’re looking for a Repair Management Customer Advisor to be part of our success story.
**Listed in the 2022 Sunday Times 100: Britain’s fastest-growing private companies.
**Great career development opportunities – grow with us.
About the role
The Customer Service Advisor is responsible for repairs progressing effectively liaising with repairers to ensure repairs are managed effectively and in accordance with customer SLAs. The key objective of the role is to ensure vehicles are returned to customers as quickly as possible. They are also responsible for ensuring that all systems are updated and maintained efficiently.
All Customer Service Advisors are responsible for delivering excellent customer service at all times.
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.
- Experience of working in a fast paced/contact centre environment (desirable).
- Experience within the insurance and claims industry (desirable).
Benefits
- 33 days holiday (including bank holidays)
- Personal health cash plan – claim back the cost of things like dentist and optical check ups
- Enhanced maternity / paternity / adoption / shared parental pay
- Life assurance: three times basic salary
- Free breakfasts and fruit
- Birthday surprise for everybody!
What you can expect from us
At Activate Group, looking after team members is a major priority. Whether you're at our smart Halifax or Peterborough offices, one of our AAR sites or working from home, we'll make sure you have all the support you need to succeed.
From benefits that put your health and wellbeing first, to impressive rewards for our employee of the month, and little perks like free fruit and cereal, we’ll go out of our way to show how much we appreciate you.
A bit about us
Named by the Sunday Times as one of the UK’s 100 fastest-growing private companies, we employ more than 700 team members nationwide.
We work with some of the UK's largest fleets and insurance companies, supporting drivers that have been involved in a road incident at our contact centres in Halifax and Peterborough.
We look after every step of the repair process, repairing vehicles at our own Activate Accident Repair body shops, and through a UK-wide network of independent repair partners.
Want to know what it’s like to work with us? Take a look at our purpose and values. They define who we are, and how we work with team members, customers and suppliers:
Purpose: Make someone's bad day better
Values:
- Make it happen – Be accountable. Take the initiative, work fast, and do a great job.
- Strive for better – Be bold. Challenge the norm – make small improvements often.
- Win together – Be a team-player. Win together, learn together, respect each other.