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Customer Service Advisor

Vizion Network Limited -
Wellingborough

Apply Now

Job details

Full-time
£26,234 a year

Benefits

Free parking
Annual leave
Discounted or free food
Discounted gym membership
Company events

Qualifications

Financial Conduct Authority guidelines
Customer service call handling
Inbound customer enquiry call handling
Stakeholder liaison
Case record updates
Internal department liaison
Microsoft Office Suite
Complaint handling
Data entry
Organisational skills
Customer interaction
Networking
Communication skills

Full job description

Reporting to Claims Department Manager

Salary: £26,234

What we offer

Wellingborough, site based
37.5 hours per week, Monday to Friday plus 1 in 6 Saturdays (8.30am - 12.30pm)
Employee health and benefits scheme, including anonymous counselling service, 24/7 GP service, retail and gym discounts and medical cashback scheme
21 days annual leave
Additional birthday holiday
Holiday purchase scheme
Performance based salary increments
Fun Company events and functions
Free parking
Monthly free food days
Close to shops and amenities
Reward and recognition

Purpose

Vizion Network is a forward-thinking organisation dedicated to fostering a positive and inclusive workplace culture. Located in Hull and Wellingborough, we pride ourselves on our commitment to employee development, wellbeing, and innovation.

Our mission is to attract, develop, and retain exceptional talent by fostering a diverse, inclusive, and respectful workplace where every employee feels valued, respected, and empowered.
We champion equity, recognising that our strength lies in the unique backgrounds, perspectives, and talents of our people.

Through transparent practices, continuous development, and meaningful engagement, we strive to create an environment where all employees can thrive and contribute to our shared success.

To provide professional administrative support within the Claims Team and to company Management / Directors. As a Customer Service Advisor, you will deliver the highest possible standards of customer service, be able to follow individual brand requirements and directives, ensuring that service level agreements and performance targets, both on an individual and team basis are maintained. The Customer Service Advisor is responsible for deployment, management and progression of motor claims relating to vehicle accidental damage, from initial contact, to repair handover and aftercare as required, keeping in close contact with the Bodyshop/Insurer and Customer throughout the repair process to ensure all SLA's are maintained and adhered to.

Role Profile

Ensure that you are kept fully up to date with SLA's
Ensure that you are aware and understand the KPI's the repairers are to adhere as a Vizion Member
Ensure accurate processing and deployment / reallocation of claim notifications to repairers via rules driven in house management system within SLA
To ensure hire sheets are recorded and updated correctly to ensure costs to the business and clients are kept to a minimum by constant management of hire periods
Provide investigative feedback on any queries to the company and their clients where necessary
To progress customer claims within the company's management system ensuring they are actioned within internally agreed SLA's
Ensure daily tasks are managed within agreed SLAs
lations
To be responsible for building relationships within the repair network to ensure the smooth transition of customer repairs from start to finish
Act as a first level point of contact for repair network members, clients, customers and team members and provide progress updates as required
To receive incoming calls and emails and act promptly, dealing with all enquiries or actions in a professional manner
Monitor personal and general inboxes and action emails within a timely manner
To record all client issues and feed back to your Line Manager, Network Performance Analyst and the Management Team where necessary
Assist with any reporting requested for analysis and management of the department/region/client
Liaise with designated Network Performance Analyst and any other departments to seek assistance and resolution where required
Work towards achieving targets set on a daily/monthly/annual basis provided by your Team Leader/ Line Manager
Assist with other Advisor's caseload as and when requested to ensure full service provision
Ensure that claims data is maintained and kept fully updated with information from all sources in a timely manner
To ensure you provide accurate and detailed recording of all information utilising our management systems so as to provide comprehensive audit trails
Promote data security in and outside of the business at all times, strict adherence to DPA and information security standards
Adhere to stated Company Policies and Procedures and carry out all duties in a way which is consistent with our clients' values
The completion of duties as required from time to time by the Management Team
Manage complaints in line with policy ensuring full and in-depth information is captured and logged to enable full reporting on Expressions of Dissatisfaction
Ensure that you process and resolve expressions of dissatisfaction within FCA Guidelines and internal/external SLA's
To promote our business and that of our clients by providing exceptional and friendly service at all times

Person Specification

First class communication skills
Accurate data input skills
Ability to build and maintain relationships
Ability to work to agreed deadlines, targets and objectives
Able to work as part of a team as well as autonomously to a high level of accuracy
Good planning and organisational skills
Good problem-solving skills
Good decision maker
Commitment to providing a first-class service to customers and repairers
Customer focused
Good knowledge of Microsoft Office

One Team, One Vizion

Industry Recognised, Award Winning - a true team contribution

Vizion continues to be awarded as an industry leader and innovator by both bodyshop magazine and ABP, two of the industry's media giants and voted by repairers and industry gurus. We strive to maintain this achievement through employee engagement and collaboration.

Want to join a growing team? We look forward to meeting you!

Why work for Vizion

An inclusive and supportive culture

Diversity and inclusion are the cornerstone of our culture and a fundamental part of our overall growth strategy.

We create healthy work environments for our employees, regardless of their gender, sexual orientation, disability, age, or ethnicity.

Employee benefits and rewards

Vizion offers a competitive benefits package which includes 24/7 GP access, reimbursement of health costs and shopping rewards.

Vizion also offers Employee Recognition rewards, weekly dress down days, monthly free lunches and health initiatives such as free fruit days.

Great leadership to help you thrive

Vizion is recognised as an industry leader across the automotive sector for innovation, solutions and our reputation within and across the industries in which we operate. Our leadership is often acknowledged by leading publications and professional organisations.

Apply Now

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One Team, One Vizion

Industry Recognised, Award Winning - a true team contribution

Want to join a growing team? We look forward to meeting you!

Why work for Vizion

An inclusive and supportive culture

Employee benefits and rewards

Great leadership to help you thrive

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