Customer Support Advisor

Liverpool Source: WhatJobs

See advert for pay

Job Purpose

The Customer Support Advisor is responsible for investigating and resolving customer queries and complaints relating to the handling and progress of their claim. Working closely with internal teams and external parties, the role ensures fair outcomes, clear communication, and a high standard of customer service.

Key Responsibilities

Handle customer queries in an efficient and effective manner to ensure the continual contribution to the firm’s quality of all services offered;
Ensure customers are treated fairly and in accordance with all Company policies and procedures;
Monitor the Customer Support Team results to ensure there is a continual contribution to the firm’s quality of all services offered.
Assist with the administration and investigation of customer queries, including liaison with all appropriate internal and external parties to secure the relevant information to quickly deal with and resolve the query;
Contact customers by all appropriate means to gain a full understanding of their query in order to progress the issue to a fair outcome and resolution as quickly as possible;
Keep up to date with all insurance, claims and legal developments and procedures and internal processes;
Assist in the identification of any risk, training or performance needs, both within the team, department and businesswide;
Contribute to continuous improvement within the Customer Support function;

Experience & Knowledge

Experience in the conduct of insurance claims notification and handling processes and/or personal injury claims handling and litigation;
A strong awareness of good customer service and Treating Customers Fairly;
Attention to detail and able to interpret information, make sound decisions and take ownership of issues to resolution;
Excellent interpersonal and communication skills, both written and oral.
Organised, time management skills and an ability to work under pressure and flexibly to meet business deadlines;
Strong IT/case management skills;

Desirables

Ability to interpret information, identify risk and provide feedback in a clear and concise manner;
A customer service qualification or a willingness to undertake progress towards a recognised and relevant qualification;
A knowledge and experience of ISO frameworks, including ISO10002;

Here at Carpenters group diversity and inclusion matters, it is integral to our culture and we welcome applications from everyone. We celebrate difference and believe in equal opportunities for all.

About us

Here at Carpenters Group, we’ve been providing legal and insurance services across the UK for over 30 years.

We’ve grown from a small law firm into a 1500 people strong team made up of insurance professionals, legal experts and best in class corporate services, working across seven office locations.

We work in partnership with household name insurers to deliver a variety of fully outsourced claim solutions. We also represent individuals who need expert legal support.

As a great place to work our core values underpin how we behave. Our working environment is positive and informal, and we encourage people to work together to perform at their best.

We understand that our success as a business depends on the success of our people, which is why we invest in your training, development and social projects, helping everyone to connect and grow.

No matter what stage of your career, at Carpenters Group there is a place for youto achieve your potential.

Benefits

25 days' holiday per annum
Holiday buy and sell scheme
Hybrid working model (in relevant role)
2 x Volunteering days to support charitable initiatives
Matched Giving - up to £250 matched for personal charity fundraising for a registered charity
Medicash cash plan - claim back dental / physio / optical appointments
My Medicash App - including access to rapid digital physiotherapy and skin cancer screening assessments plus fitness videos and wellbeing tools
Discounts and cash back on travel and shopping through Medicash extras
Life Assurance Scheme (4 x salary)
Pension scheme
Funded driving theory test (in relevant role)
Active network of Wellbeing Champions - providing mental health support
Training and development opportunities
Funded social events to connect with your colleagues
Dress for your day policy