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Customer Service Advisor bei Broadspire Services, Inc.

Broadspire Services, Inc. · Billericay, Vereinigtes Königreich · Hybrid

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  • To proactively manage and resolve complaints and escalations within the repair process adding value to the customer journey
  • Communicating with contractors, policyholders and clients to a high professional standard keeping them informed at key stages.

Responsibilities

  • To deliver a first class complaints and resolution process as part of the end to end repair handling service – progressing repairs efficiently and fairly in a manner that supports the customer and partners our client’s brands and values. 
  • To deliver excellence by working in partnership with our contractors against the key measures of reduced duration, cost control and customer satisfaction.
  • To really understand what matters to the customer and put this first.
  • To identify and understand the nature of any blockages and failure demand – take ownership of issues and complaints to identify problems at root cause and adopt to getting it right first time to enhance the customer experience.
  • To ensure that time spent adds value to the repair’s lifecycle – undertake value work.
  • To take sole responsibility for every repair personally handled – ensure parties are kept informed and work with others to build on end to end flow.
  • To accurately validate and process contractor invoices and estimates / repair schedules.
  • Build strong relations with colleagues, clients, and contractors to ensure a seamless repair handling service.
  • Capture feedback and continuously look for systems and service improvements to enhance the overall repair handling process.
  • To promote the Company ethics and values, focus on first principles of getting it right for the customer.

Qualifications

  • The role will be office based, though you may be asked to travel to other Crawford offices and/or Contractor sites on occasion
  • Liaise with internal colleagues and external stakeholders - Policyholders, Clients, Contractors
  • Enjoys being a team player and openly shares knowledge and skills with others.
  • Shows empathy to customers and distils confidence through technical expertise.
  • Demonstrates personal integrity in a way which is consistent with the Company’s core values.
  • Demonstrates a ‘can do’ attitude and is solution orientated to focus on systems improvement.
  • High learning capacity to build on technical knowledge.
  • Is open and adaptive to change and shows a flexible attitude to meet the needs of the customer.
  • Experience in customer service and relationship management.
  • Direct experience as an end-to-end complaints handler.
  • Insurance or Construction Qualification or commitment to achieve
  • Previous experience in property or building insurance claims handling or knowledge of building repairs highly advantageous 
  • Knowledge of Insurance Principles
  • General knowledge of Building Construction
  • Clear understanding of Client requirements
  • Sound technical skills to proactively manage building repairs.
  • Good problem solving skills to identify failure demand and initiate resolution.
  • Excellent verbal and written communication skills, to convey technical information in a clear and concise way.
  • Well-developed interpersonal skills to build rapport and manage customer expectations.
  • Good organisational and time management skills; to co-ordinate and deliver on a variety of actions concurrently, delivering every time to high standards.
  • Strong computer literacy skills to make effective use of a variety of ICT platforms and applications.
Jetzt bewerben

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