Objective of the Role
To respond to all incoming telephone calls in a polite and efficient manner to ensure the highest level of customer service in line with the company standards.
Hours
Shifts based on a 35 hour week – between the hours of Monday to Friday 08.00 – 20.00, Saturday 09.00 – 19.00 and Sunday 10.00 – 18.00.
Main Duties
* To answer incoming motor, property and medical assistance telephone calls.
* To provide the caller with all relevant information and services.
* To dispatch assistance work to the appropriate network contractors or recovery agents.
* To make follow up telephone calls on all property assistance cases to establish customer satisfaction.
* Make follow up telephone calls to the recovery agents to confirm fault and outcome before closing all motor assistance files.
* To ensure that all client information is simultaneously entered onto the database.
* To handle claims notifications and out of hour customer service calls for Corporate clients and their customers.
* To perform administrative tasks as appropriate to your files/calls.
* To inform the Supervisor/Manager of any calls that may become problematic.
* To carry out additional duties and ad hoc projects as requested by the Supervisor/Manager.
Health & Safety
* To ensure that your work area is kept safe and tidy at all times.
* To notify your supervisor/Manager of any Health & Safety issues which may cause harm to fellow employees.
Training
* To advise your supervisor of any areas of work which you feel require additional training.
* Be available for training on new schemes/policy changes and skills as required.
Quality Management System
* To work as a member of a team within the quality system and follow all documented quality procedures and instructions.
Key Performance Areas
* To work towards achieving 100% on all Key Performance Area targets set for the department.
* To actively participate in and contribute towards the monthly team meetings and one-to-one assessment sessions and the annual appraisals.
62985 | Customer Services & Claims | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent
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