Job Ref: 214313478

Date: 2021-07-29 11:17:23

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My client in High Wycombe is looking for a Claims Handler & Customer Service Advisor to join their team on either temporary or permanent basis.

**This role is currently remote working from home, however, there may be requirements to go into the office on a part time basis in the near future**

Purpose of Job

To provide a full customer care and claims handling service to all company customers, from taking the initial customer call or written communication and processing it through to resolution, liaising with Regional Managers, Site Operators, insurers and solicitors.

Key Responsibilities

Include, but not limited to:

Customer correspondence

Reviewing and responding to all in-bound customer communication received via Zendesk Customer Service Platform, including but not limited to calls, voicemails and emails, redirecting where appropriate.
Determining the correct response to new incident report forms.
Replying to all correspondence from customers, insurers and solicitors relating to ongoing cases in a timely manner.
Replying to customer letters (complaints, compliments, or incident reports etc) in a timely manner.Claims

Registering incident reports for claims via Zendesk.
Investigating claims by assembling evidence and reviewing with colleagues
Replying to insurance companies and solicitors.
Allocating customer, insurance or solicitor letters to appropriate files.
Requesting Regional Manager vehicle inspections with customers or insurance representatives.
Redirecting claims to site operators where appropriate.
Completing weekly BACS requests.
Involvement with, and issuing of, claims for recovery of costs for car wash property damaged by a third party.
As required, assisting with the preparation and distribution of court documentation.Administration

As required, assisting with the preparation and distribution of monthly and adhoc reports, including but not limited to, Zendesk generated reports.
Assisting with Zendesk back end system maintenance and set-up.
On a daily basis, listening and responding to all voice messages, redirecting to the relevant department where appropriate.
Answering all inbound calls – redirecting to the relevant department where appropriate.
Amending records, maintaining tables, and implementing all changes and improvements to the site database.
From time to time, providing the U.K. Operations team with administrative support.

Skills and Experience

A minimum of 2-3 years' experience in Customer Services, in a fast-paced environment essential.
Experience working in a claims handling environment beneficial.
Exposure to the insurance, automotive or engineering industry would be desirable.
Experience using Zendesk Customer Services Software and CRM essential, including use of system for all aspects of communication, amending and updating rules, and generating reports in Explore.
Good PC skills, especially Microsoft Word and Excel.
Experience in dealing with difficult or demanding people

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