Customer Service Advisor - Evenings FTC

Respond to inbound calls from home emergency insurance customers

Work to targets and KPI’s in a friendly and professional call centre environment

Support the customer through the journey of their claim from initial notification to resolution

Responsible for validating the policyholder, diagnosing the issue and deploying the appropriate trade contractor, keeping the customer informed throughout

Take excess policy payments, arrange boiler services and negotiate with contractors

Opportunity to multi skill across many insurance product lines.

Experience in a ‘First Notification of Loss’ (FNOL) for an Insurer or Claims Handler is an advantage

Previous contact centre experience is an asset but is not essential

Excellent telephone manner with strong customer service skills and the ability to think on your feet

Demonstrate strong attention to detail in all tasks

Self-motivated and engaged

Positive and self-confident approach when dealing with customers, manage calls professionally and tactfully to achieve the best outcomes

Ability to use ‘soft skills’ such as empathy, tact, assertiveness and diplomacy demonstrating understanding that our customer could be distraught and concerned following an incident

PC literate with excellent administrative skills.