Job Description

Customer Service Advisor - Weekends

Department: Claims Management

Employment Type: Permanent - Part Time

Location: Preston

What will your day look like:

• Respond to inbound calls from home emergency insurance customers
• Work to targets and KPI’s in a friendly and professional call centre environment
• Support the customer through the journey of their claim from initial notification to resolution
• Responsible for validating the policyholder, diagnosing the issue and deploying the appropriate trade contractor, keeping the customer informed throughout
• Take excess policy payments, arrange boiler services and negotiate with contractors
• Opportunity to multi skill across many insurance product lines.

Knowledge and Abilities:

• Experience in a ‘First Notification of Loss’ (FNOL) for an Insurer or Claims Handler is an advantage
• Previous contact centre experience is an asset but is not essential
• Excellent telephone manner with strong customer service skills and the ability to think on your feet
• Demonstrate strong attention to detail in all tasks
• Self-motivated and engaged
• Positive and self-confident approach when dealing with customers, manage calls professionally and tactfully to achieve the best outcomes
• Ability to use ‘soft skills’ such as empathy, tact, assertiveness and diplomacy demonstrating understanding that our customer could be distraught and concerned following an incident
• PC literate with excellent administrative skills

Benefits

• Davies Innovation Lab
• Leadership training programme
• Funding for professional qualifications
• Thrive at Davies; learning opportunities

• The Davies Foundation
• Local charity funding
• Pennies To Heaven
• Employee Resource Groups
• Employee volunteering programme

• Pension, 5% employee and 5% employer contribution
• My Choices at Davies provides; High Street discounts and Financial wellbeing hub
• Life assurance: x4
• Refer a Friend
• Cycle to Work Scheme
• Lease car salary sacrifice
• Davies Incentive Plan
• Enhanced maternity, paternity and adoption pay

• Wellbeing centre; move, munch, money & mind focus
• Discounts with 100's of UK retailers
• EAP; 24/7 confidential helpline
• Flexible working
• Dress for your day
• Inclusive employment policies eg. Menopause, fostering friendly, fertility, sabbatical policy and baby loss and miscarriage
• Flexible benefits include; holiday purchase plan and a opportunity to purchase heath cash plan and BUPA dental plan