Customer Service Advisor

Customer Service Advisor

Site: Wellingborough

Salary: £26,234

Hours: 37.5 hours per week, Monday to Friday plus 1 in 6 Saturdays (8.30am - 12.30pm)

What we offer

• Employee health and benefits scheme, including anonymous counselling service, 24/7 GP service, retail and gym discounts and medical cashback scheme
• 21 days annual leave
• Additional birthday holiday
• Holiday purchase scheme
• Performance based salary increments
• Fun Company events and functions
• Free parking
• Monthly free food days
• Close to shops and amenities
• Reward and recognition

Who we are

Vizion Network is a forward-thinking organisation dedicated to fostering a positive and inclusive workplace culture. Located in Hull and Wellingborough, we pride ourselves on our commitment to employee development, wellbeing, and innovation.
Our mission is to attract, develop, and retain exceptional talent by fostering a diverse, inclusive, and respectful workplace where every employee feels valued, respected, and empowered.
We champion equity, recognising that our strength lies in the unique backgrounds, perspectives, and talents of our people.
Through transparent practices, continuous development, and meaningful engagement, we strive to create an environment where all employees can thrive and contribute to our shared success.

Purpose

To provide professional administrative support within the Claims Team and to company Management / Directors. As a Customer Service Advisor, you will deliver the highest possible standards of customer service, be able to follow individual brand requirements and directives, ensuring that service level agreements and performance targets, both on an individual and team basis are maintained. The Customer Service Advisor is responsible for deployment, management and progression of motor claims relating to vehicle accidental damage, from initial contact, to repair handover and aftercare as required, keeping in close contact with the Bodyshop/Insurer and Customer throughout the repair process to ensure all SLA's are maintained and adhered to.

Role Profile

Ensure that you are kept fully up to date with SLA's

Ensure that you are aware and understand the KPI's the repairers are to adhere as a Vizion Member

Ensure accurate processing and deployment / reallocation of claim notifications to repairers via rules driven in house management system within SLA

To ensure hire sheets are recorded and updated correctly to ensure costs to the business and clients are kept to a minimum by constant management of hire periods

Provide investigative feedback on any queries to the company and their clients where necessary

To progress customer claims within the company's management system ensuring they are actioned within internally agreed SLA's

Ensure daily tasks are managed within agreed SLAs

Management of day to day body shop performance of KPIs, breaches, and cancellations

To be responsible for building relationships within the repair network to ensure the smooth transition of customer repairs from start to finish

Act as a first level point of contact for repair network members, clients, customers and team members and provide progress updates as required

To receive incoming calls and emails and act promptly, dealing with all enquiries or actions in a professional manner

Monitor personal and general inboxes and action emails within a timely manner

To record all client issues and feed back to your Line Manager, Network Performance Analyst and the Management Team where necessary

Assist with any reporting requested for analysis and management of the department/region/client

Liaise with designated Network Performance Analyst and any other departments to seek assistance and resolution where required

Work towards achieving targets set on a daily/monthly/annual basis provided by your Team Leader/ Line Manager

Assist with other Advisor's caseload as and when requested to ensure full service provision

Ensure that claims data is maintained and kept fully updated with information from all sources in a timely manner

To ensure you provide accurate and detailed recording of all information utilising our management systems so as to provide comprehensive audit trails

Promote data security in and…