ABOUT US:
We are a Claims Management Organisation providing full 24-hour FNOL & Claims Assistance to Insurance Brokers and Insurers all over the UK. Formed through years of motor claims experience, we provide a fresh look at motor claims to deliver the best customer journey in the event of a claim. We specialise in credit hire, credit repair, and innovative mobility solutions within our extensive repair network and hire provisions. We offer a bespoke service which is delivered every time, to ensure a far more superior process and client satisfaction.
The right candidate will have proven experience within a contact centre environment. Culture is vitally important, and all employees can be assured their opinions matter, and their work is appreciated, everyone is actively encouraged to progress within the organisation as it continues to grow. You will be accountable for participating in a professional and successful operating culture by meeting the needs of clients and suppliers and the continuous search for ways to improve the customer experience.
ABOUT THE ROLE:
Are you looking for a position where you can use your negotiation and decision-making skills? Would you like to make a difference to the customer experience by doing the right thing when the customer needs you most?
ABOUT YOU:
This role will involve working with our customers to find the right solutions for them by demonstrating our values and work principles. You will provide solutions to our customers whose vehicle has been written off following an accident that are accurate, fair, efficient, and compassionate after the total loss of their vehicle.
- With training you will understand repair methodology and use this to confirm total loss diagnosis
- To use all available tools to communicate accurate and fair total loss settlement costs to our client.
- Understand client needs and be able to negotiate and manage expectations around vehicle valuations
- To negotiate accurate and fair storage and recovery costs and to settle these in a timely manner. Discuss cases with third party insurers and pushing for settlement.
- To be an active team member in a collaborative working environment, which focuses on the customer and what matters to them
- To promote customer satisfaction
- To develop, and maintain relationships with external suppliers and internal business areas
- Excellent interpersonal and customer service skills
- Negotiation, questioning and decision-making skills
- Good planning and analytical skills
- Communication skills and confidence when dealing with people, often in difficult circumstances
- Active listening skills
- Organisational and time management skills
- The ability to work well under pressure
- Commercial acumen
- The ability to think strategically
- Initiative and the ability to adapt quickly to different situations
- Good numeracy and literacy
- Discernment and the ability to assess a situation objectively
- Experience of working within the motor repair industry (desirable)
- Vehicle damage assessment capability (desirable)
REWARDS & BENEFITS:
- Annual performance reviews,
- 25 days annual leave (increasing up to 27 days during the length of service) plus Bank Holidays,
- Loyalty bonus - £750 bonus once you have completed three years with the business
- Hybrid working for people who have completed their probationary period and are fully capable of doing their day-to-day responsibilities,
- Regular staff incentives and rewards,
- Attendance bonus,
- Referral Scheme,
- Dress Down Friday
- Health & wellbeing programme
- Secure, free onsite parking at our Rotherham Office.
**UNCAPPED BONUS**
Job Types: Full-time, Permanent
Pay: £24,000.00-£26,500.00 per year
Experience:
- Customer service: 2 years (required)
Work Location: In person
