Customer Service Advisor - First Response Team

Location

Halifax, West Yorkshire | United Kingdom

Job description

Job title: Customer Service Advisor - First Response Team

Department: Sopp & Sopp

Location: Peterborough or Halifax (hybrid working available after training)

Hours: 37.5 hrs / week (variable shift pattern)

Salary: £23,400, plus this role is eligible for a quarterly bonus.

We're looking for a  Customer Service Advisor - First Response Team  to be part of our success story.

**Listed in the 2022 Sunday Times 100: Britain's fastest-growing private companies.
**Great career development opportunities – grow with us.

About the role

You will be responsible for ensuring accurate information is taken when being made aware of customer incidents and logging details into our bespoke system. Through doing this you will provide our customers with a professional and compassionate service, ensuring that all internal and external Service Level Agreements (SLAs) are met or exceeded.

Key responsibilities

• Capture accurate information to ensure the repair process moves forward seamlessly as all information is correctly provided upfront
• Manage inbound calls appropriately with regards to timing, content and solutions
• Work well as part of a wider team to ensure a high quality of service is still provided during busier periods
• Ensure emails are replied to efficiently and in a timely manner, as well as claim updates provided
• Provide a seamless service for our customers, ensuring we are working collectively with other departments to resolve any outstanding issues
• Manage and resolve any customer complaints, escalating to the relevant person when necessary

Skills and experience

• Exceptional communication skills, both verbal and written.
• Good problem-solving skills.
• Excellent time management skills and evidence of self-motivation.
• Good knowledge of Microsoft Office.
• Ability to build and maintain good relationships with customers and employees at all levels.
• Customer focused attitude and experience.
• Excellent attention to detail.

Benefits

• 33 days holiday (including bank holidays)
• Personal health cash plan – claim back the cost of things like dentist and optical check ups
• Enhanced maternity / paternity / adoption / shared parental pay
• Life assurance: three times basic salary
• Amazing Christmas & Summer parties
• Free breakfasts and fruit
• Birthday surprise for everybody!

What you can expect from us

At Activate Group, looking after team members is a major priority. Whether you're at our smart Halifax or Peterborough offices or working from home, we'll make sure you have all the support you need to succeed.

From benefits that put your health and wellbeing first, to impressive rewards for our employee of the month, and little perks like free fruit and cereal, we'll go out of our way to show how much we appreciate you.

We also love to have fun together, and our whole company summer and Christmas parties are pretty legendary!

A bit about us

Named by the Sunday Times as one of the UK's 100 fastest-growing private companies, we employ more than 700 team members nationwide.

We work with some of the UK's largest fleets and insurance companies, supporting drivers that have been involved in a road incident at our contact centres in Halifax and Peterborough.

We look after every step of the repair process, repairing vehicles at our own Activate Accident Repair body shops, and through a UK-wide network of independent repair partners.

Want to know what it's like to work with us? Take a look at our purpose and values. They define who we are, and how we work with team members, customers and suppliers:

Purpose: Make someone's bad day better

Values:

• Make it happen – Be accountable. Take the initiative, work fast, and do a great job.
• Strive for better – Be bold. Challenge the norm – make small improvements often.
• Win together – Be a team-player. Win together, learn together, respect each other.

Job tags

Salary

£23.4k per annum