Customer Handler
Permanent customer service agent role based in call centre in Cheadle paying £14K pa on shift pattern basis. Our client handles a range of claim solutions across the UK in the motor and property claim sectors. They are leaders in the industry covering a range of areas to tailor the needs for their clients and are looking for experienced individuals to join their team.
Handlers will be responsible for the proactive management of an individual allocation of repairs by effectively managing each repair from the vehicle arriving on site until the repairs are completed and the vehicle is returned to the customer. You will be minimising delays, updating customers, escalating any compliant, logging detailed and accurate notes onto the systems and ensure suppliers adhere to contractual obligations.
Key Duties
· To answer incoming telephone calls within 10 seconds
· To lose no more than 3% of incoming calls
· Confirming vehicles arrive on site on the date that they are booked in
· Chasing repair estimates
· Arranging/chasing Independent Engineer inspections
· Arranging/chasing Insurance inspections
· Confirming first expected completion dates
· Confirming current expected completion dates
· Proactive management of Part delays
· Confirming repair completion
· Ensuring the vehicle is returned to the customer
· Arranging hire vehicles
· Updating the customer at key points within the repairs
· Raising any customer complaints to the team Senior
· Raising any Supplier SLA failures to the team Senior/Network Management Team
· Be polite, empathetic and courteous at all times
Skills and Experience
· Polite, confident and clear phone manner
· Call centre experience ideally within motor claims
· Basic knowledge of insurance and relevant legislation
· Experience of handling incoming calls and delivering excellent customer service
· Experience of meeting targets
· Problem solving and resolution
· Results focused
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