Breakdown Controller
Breakdown Controller
Swansea
Permanent - £14,000 - £16,000
Reporting to: Breakdown Control Team Leader
Purpose: The role holder is responsible for carrying out a range of duties associated with the provision of Breakdown Recovery Services to our clients customers. This includes responsibility for a range of activities within the contact centre including managing customer contact, arranging breakdown recovery, dealing with complaints and processing tasks.
Key Responsibilities:
The role of the Breakdown Controller includes responsibility and accountability for:·
Responding to customer phone calls in a professional courteous and efficient manner. Quickly assess circumstances, reassure Policyholders and clearly articulate next steps and actions being taken
Use of the laser mapping and computer systems confidently and accurately.
Deploying recovery assistance to customers and monitoring call out times to ensure adherence to SLAs.
Communicating with customers and service providers ensuring that all established standards are met or exceed
Check details of all Policyholders against a policy cover for validity and confirm position accurately and clearly to Policyholders
Understand and apply all company policies and procedures to ensure service standards are met in accordance with internal SLA and FSA requirements.
Ensure complaints are handled efficiently and effectively, taking appropriate action to address issues raised
Contribute to culture change throughout team and peer groups to ensure alignment with the organisations desired culture through adopting appropriate behaviours
Product Technical Knowledge
Working knowledge of the legal, regulatory and compliance provisions that apply to your product range, distribution channels and market in which you operate
Detailed knowledge of our internal structure, operational practices and processes· Detailed understanding of the technology and processes used to manage breakdown recovery service proposition
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