We are delighted to announce exciting opportunities to join us as a Customer Service Advisor as the first point of contact for many claimants accessing the Health Assessment Advisory Service. The Claimant Advisor's ensure claimants' queries are resolved in a timely manner and are responsible for ensuring accurate recording of data and dealing with general administration to a high standard. Roles are available in Birmingham or Stockton on Tees and can be on a Hybrid basis.
Responsibilities:
- Managing a large amount of inbound and outbound calls in a timely manner.
- Handling claimant enquiries as the single point of contact for claimants and other third parties using the enquiry service.
- Taking responsibility for enquiries from first contact through to conclusion.
- Providing a high level of customer service, ensuring that all calls and enquiries are dealt with in a professional, polite and caring manner, and demonstrating customer service excellence at all times.
- Ensuring that call scripts and documented procedures are followed at all times to ensure the quality and consistency of calls.
- Logging information taken on calls / enquiries accurately and in a timely manner on the relevant systems.
- Providing advice and guidance to claimants where appropriate and / or directing them to relevant advice and guidance.
- Escalating any enquiry or issue that you cannot resolve directly and ensuring full follow up to resolution.
- Supporting the Claimant Enquiry Team and other support functions with any associated administration tasks as required.
- Commitment to personal and professional development, ensuring all necessary learning is completed.
Essential Criteria:
- Previous experience in a customer service role.
- Previous call handling experience.
- Strong customer service skills.
- Excellent written and verbal communication skills.
- Good interpersonal skills.
- Analytical and problem-solving skills.
- IT literacy including the ability to type/ data input accurately, and at speed.
- Previous experience using CRM databases.
- Organised and able to manage time productively.
- Flexible and able to adapt and respond well to change.
