Gemini Accident Repair Centres is looking for a Central Claims Customer Service Advisor to join our busy and supportive Central Claims team.
This is a key customer-facing role where you’ll be the first point of contact for new customers, helping to arrange their repairs and ensuring each job is directed to the most appropriate Gemini bodyshop.
You’ll also work closely with customers, insurance companies, bodyshops and other partners to make sure claims are managed efficiently, information is kept up to date and our service levels are consistently met.
What you'll be doing
- Make the initial call to new customers and arrange their repair with the appropriate Gemini site.
- Triage new jobs and ensure they are managed correctly and within agreed Service Level Agreements (SLAs).
- Respond to queries from customers, insurance companies, bodyshops and other partners by phone and email.
- Ensure incoming claims, calls and emails are dealt with promptly and professionally.
- Keep our management systems accurate and up to date, ensuring all relevant notes, dates and information are recorded correctly.
- Use postcode and area knowledge, alongside available tools and information, to make effective decisions when allocating jobs to our bodyshops.
- Use internal reports and data to monitor workflow, manage workloads and help the wider group achieve its targets.
- Work closely with colleagues to manage the day-to-day workload and provide support where needed.
- Handle customer and partner information responsibly and ensure GDPR requirements are always followed.
What we're looking for
We're looking for someone who is organised, customer-focused and confident communicating with people across different channels.
You'll need to be able to:
- Communicate clearly and professionally by telephone and email.
- Manage multiple tasks and priorities in a busy environment.
- Work accurately and pay close attention to detail.
- Make decisions quickly and confidently when managing workflow.
- Use computer systems confidently and keep records accurate and up to date.
- Work well as part of a team while also being able to manage your own workload.
- Deliver a high standard of customer service, even when dealing with challenging or time-sensitive situations.
Experience in customer service, claims, insurance, vehicle repair or a contact centre environment would be beneficial, but we're more interested in the right attitude, communication skills and willingness to learn.
Working hours
This is a shift-based role, with shifts including:
- 8:00am – 5:00pm
- 9:00am – 6:00pm
- 1-hour lunch break
You will also be required to work 1 in 3 Saturdays, 8:00am – 12:00pm.
Why join Gemini?
We offer a range of benefits designed to recognise and support our colleagues, including:
- 30 days' holiday, including public holidays, with additional days awarded for length of service.
- Pension contributions.
- Recommend a Friend technician bonus incentive.
- Long service awards.
- Colleague recognition scheme.
- Health Cash Plan, allowing you to claim back eligible medical costs.
- Rewards platform offering discounts at a range of high-street retailers.
- Cycle to Work scheme.
Job Types: Full-time, Permanent
Benefits:
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Gym membership
- On-site parking
Experience:
- Phone etiquette: 3 years (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: In person
