Customer Service Representative

The start date for this position is July 15th 2024
This role includes a training period of 4-6 weeks, following which you will move onto your contracted shift pattern which will be discussed at interview.
Job Purpose.
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 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 & Responsibilities
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 adhere to company policies and procedures
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
An ability to 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
Here at Carpenters group diversity and inclusion matters, it is integral to our culture and we welcome applications from everyone. We celebrate difference and believe in equal opportunities for all.
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, 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.
Benefits
25 days' holiday per annum
Holiday buy and sell scheme
Hybrid working model (in relevant role)
2 x Volunteering days to support charitable initiatives
Matched Giving – up to £250 matched for personal charity fundraising for a registered charity
Medicash cash plan – claim back dental / physio / optical appointments
My Medicash App – including access to rapid digital physiotherapy and skin cancer screening assessments plus fitness videos and wellbeing tools
Discounts and cash back on travel and shopping through Medicash extras
Life Assurance Scheme (4 x salary)
Pension scheme
Funded driving theory test (in relevant role)
Active network of Wellbeing Champions – providing mental health support
Training and development opportunities
Funded social events to connect with your colleagues
Dress for your day policy