Customer Service Advisor at Broadspire Services, Inc.
Broadspire Services, Inc. · Billericay, United Kingdom · Hybrid
- Professional
- Office in Billericay
- 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.
