Customer Service Advisors

Discipline: Business Services & Contact Centre
Job type: Permanent
Contact name: Tony Davison

Contact email:
Contact phone: +441312405287
Job ref: 133817
Published: 12 months ago
Expiry date: 22 Jul 2023 00:59

Customer Service Advisors – Newcastle upon Tyne - Perm

Permanent: Salary £22,000 - £23,500 per annum + Bonus + Benefits

Working Hours Monday to Friday 8am-8pm Saturday / Sunday 8am - 5pm Shift Rota Basis 36 hours per week.

Hybrid option after probation

Change Recruitment is recruiting for talented Customer Services Advisors to join our Financial Services client in Newcastle upon Tyne.

There are excellent opportunities for individuals with exceptional Customer Service skills to join a well renowned organisation on a permanent contract.

Working in our client’s modern offices & benefiting from a positive working team environment with in-house learning & development opportunities

An extensive training programme is offered by our client with the support & tools required to be successful.

Role & Responsibilities:

You will be supporting our clients’ customers through their Insurance claims journey, from notification to settlement, ensuring the highest standards of customer service.

  • Receiving inbound calls & assisting callers, or those making enquiries by email or mail with requests for information, directing more complex matters to colleagues as necessary

  • Reviewing claims documentation to identify further information required and allocating cases to specialists and investigators as required.

  • Dealing with general queries linked to claims to update and provide solutions to our customers where required.

  • You will be responsible for obtaining accurate information regarding first notification of loss with the customer to set the claim & enable a smooth process.

  • Making decisions around liability and next steps of the claims process

  • Managing customer expectations and offer solutions based on our network of suppliers.

  • Dealing with general queries linked to claims to update and provide solutions to our customers where required.

  • You will be supporting customers who may be unhappy, recording these accurately & where possible working towards a positive outcome for the customer.

What you will need to have:

  • Customer Service experience is essential for these roles.

  • Claims Handling is a plus but not essential.

  • The ability and experience to make decisions based on information presented.

  • The passion to deliver excellent customer experience & find the best outcome for our customers.

  • Excellent range of PC skills

  • Excellent listening skills & a focus for helping people with empathy.

  • Exceptional written and verbal communication skills

  • Ability to work at part of a team as well as on your own initiative.

You must be able to pass a full disclosure compliance check to be considered for these roles.

If your skills match the criteria above & you are keen to be considered, please submit your CV to Tony Davison at Change Recruitment for due consideration.