We are delighted to announce exciting opportunities to join us as a Customer Service Advisor, supporting that contract as the first point of contact for many claimants accessing HAAS. The Claimant Advisor provides excellent customer service to ensure claimants' queries are effectively resolved in a timely manner and is responsible for ensuring accurate data entry onto the relevant systems and completing all associated 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.