Job title: Senior Customer Service Advisor
Department: FRT
Location: Halifax or Peterborough
Hours: 8am - 8pm, 4 on 4 off.
Salary: £25,284, plus shift allowance of £500
We're looking for a Senior Customer Service Advisor to be part of our success story.
About the role
Supporting the day-to-day running of the Contact Centre floor in daily operations, with a hands-on approach to assisting with inbound calls.
A frontline support to your colleagues, motivating, supporting, and coaching them, focusing on those who require additional support.
Driving performance through achieving set objectives and working within the management team to achieve all objectives for the business ensuring this is done to an exceptional standard.
Key responsibilities
* Take a high volume of inbound calls from repairers, policyholders, and insurers; assist with escalated calls, webchats, emails, and other workflows.
* Obtain, record, and update workflow steps accurately into a bespoke database and challenge updates where required.
* Provide accurate and clear updates to team leaders, customers, and clients where necessary.
* Manage own workload, ensuring all tasks are completed. Prioritise claims and escalate to a Team Leader or Compliance team when necessary.
* Meet or exceed all SLAs (e.g., on-site deadlines, estimate deadlines, repair completion deadlines).
* Be approachable and provide help and guidance to Claims Handlers where required and ensure any training points, behaviours, and performance are recognised and flagged.
* Take ownership of more complex or technical claims.
* Maintain the daily operations of the office environment whilst Team Managers are in meetings or out of the office, inclusive of out-of-hours cover.
* Take on a senior role within the wider team, consistently demonstrating an outstanding attitude and willingness to go the extra mile.
* Identify problems within processes/the FRT Team and provide solutions which you will communicate with your Manager.
Skills and experience
* Excellent customer service skills.
* Ability to handle a high volume of calls daily.
* Excellent written and verbal communication skills.
* Able to manage own time and workload.
* Manage queries through to resolution or pass to the appropriate person.
* Be comfortable with a fast-paced and changing environment.
* Maintain a proactive approach towards helping others and problem-solving.
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.
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.
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