Claims Advisor (hybrid) Remote
Job description
Job Title: Claims Advisor
Location: Belle Vue, Manchester (hybrid, 2 days a week in the office)
Salary: £22,000 - £25,000
Working Hours: 5 days over 7 (Mon to Fri 8am-7pm and Sat/Sun 8.30am-5.30pm)
Job Status: Permanent
Who are we
We’re the biggest name in Europe’s vehicle remarketing industry, selling 1.3m vehicles per annum, across 60 locations and with a turnover of £2billion. We pride ourselves on the service we provide as well as the people within our business, they are friendly, expert and professional.
BCA are part of the Constellation Automotive group including cinch, webuyanycar.com, Marshalls, Elmo and CarNext. Being part of the group means we have plenty of opportunities for our employees.
Our benefits
- Employee Assistance Programme, supporting our staff wherever and whenever
- Eye care scheme
- Access to The Constellation Hub providing online and store discounts with a range of retailers as well as access to competitions for sporting event tickets!
- Free parking on site
- Cycle to work scheme
- Training/apprenticeship and development
- Discounts on AA memberships
- Deals on new vehicles
The Role
Working within the Customer Claims team taking ownership of a portfolio of claims from the initial application through to resolution/completion, delivering a quality driven claims outcome and ensuring customer satisfaction.
Responsibilities
- To manage the customer experience throughout the claim, following the recommended call structure and deliver a high level of customer satisfaction.
- Review, investigate and respond to customers claims which are often complex, to assess claim validation.
- Ensure all queries are followed up and resolved in an efficient and customer focused manner and provide sensible and considered advice to clients regarding what they are entitled to claim for and likely timescales, realistically managing their expectations.
- You will take responsibility for your own caseload and become the point of contact for our customers using your time management and prioritisation skills.
- Working to KPI’s and performance targets you will ensure an accurate and speedy claims resolution by effectively managing your workload/portfolio.
- The confidence to think on your feet and the flexibility to adapt to a wide range of customers, you have the natural ability to treat each customer as an individual, demonstrate Treating Customers Fairly when handling calls and claims.
- Ability to deal with challenging customer scenarios positively and objectively whilst managing and resolving customer dissatisfaction.
- Act on Net Promoter Score (NPS) and customer feedback by engaging with customers to gain more insight to improve our customer’s journey and experience.
- Providing information and advice to any customer enquiring about our services.
- You will need to have a flexible and positive approach to tasks and carry out any other reasonable duties at the request of your manager, as operationally required with a team based approach.
Skills and expertise
- Experience working within a customer focused Claims management environment is preferable.
- Able to demonstrate excellent Customer Service skills (listening, communication, empathy).
- Ability to demonstrate strong negotiating and influencing skills.
- Able to work as part of a team.
- Organised with good time management.
- Positive attitude and natural curiosity to identify improvements.
- Able to calmly and confidently handle difficult situations.
- Able to work under pressure and exceed targets.
- Able to represent the company professionally and responsibly.
Our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief or disability.
claims advisor, contact centre, customer service, call centre
