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Customer Claims Advisor

BCA
Job LocationManchester
EducationNot Mentioned
Salary£20,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Job Title: Customer Claims AdvisorLocation: ManchesterSalary: £20,000 per annumWorking Hours: 37.5 p/wJob Status: PermanentWho we are:We’re the biggest name in Europe’s vehicle remarketing industry, selling 1.3m vehicles per annum, across 60 locations and with a turnover of £2billion. We believe our people are the best in the business, they are friendly, expert and professional.BCA is so much more than selling cars, from the dock to defleet and beyond, BCA touches over 3.5m vehicles a year, working with OEMs, fleet operators and dealers to provide the backbone of the UKs automotive supply chain. From technical and logistics services for new vehicles, refurbishment, storage and logistics for the growing used sector and the core remarketing and auction operation, BCA offers the economies of scale and diversity of services to meet the needs of an impressive portfolio of customers.Why work for BCA:We are always interested in talented people to join our team. Because our employees are so important, we treat them properly. We try to make working for BCA rewarding in every sense, including a positive work environment, training and development opportunities as well as exciting career options.As a company we are very charity focused with regular events taking place throughout the year to support various charitable organisations.We offer plenty of benefits to our staff including:

  • Onsite parking
  • Employee Assistance Programme
  • Eye care scheme
  • Access to BCA Rewards which provides online and store discounts with a range of retailers
  • Cycle to work scheme
  • Training/apprenticeship offering
  • Deals on new cars
    • Main Purpose of Job:Working within the Customer Claims team taking ownership of a portfolio of claims from the initial application through to resolution/completion, delivering a quality driven claims outcome and ensuring customer satisfaction.Main Responsibilities:
  • To manage the customer experience throughout the claim, following the recommended call structure and deliver a high level of customer satisfaction.
  • Review, investigate and respond to customers claims which are often complex, to assess claim validation.
  • Ensure all queries are followed up and resolved in an efficient and customer focused manner and provide sensible and considered advice to clients regarding what they are entitled to claim for and likely timescales, realistically managing their expectations.
  • You will take responsibility for your own caseload and become the point of contact for our customers using your time management and prioritisation skills.
  • Working to KPI’s and performance targets you will ensure an accurate and speedy claims resolution by effectively managing your workload/portfolio.
  • The confidence to think on your feet and the flexibility to adapt to a wide range of customers, you have the natural ability to treat each customer as an individual, demonstrate Treating Customers Fairly when handling calls and claims.
  • Ability to deal with challenging customer scenarios positively and objectively whilst managing and resolving customer dissatisfaction.
  • Act on Net Promoter Score (NPS) and customer feedback by engaging with customers to gain more insight to improve our customer’s journey and experience.
  • Providing information and advice to any customer enquiring about our services.
    • Skills Required:
  • Experience working within a customer focused Claims management environment is preferable.
  • Able to demonstrate excellent Customer Service skills (listening, communication, empathy).
  • Ability to demonstrate strong negotiating and influencing skills.
  • Able to work as part of a team.
  • Organised with good time management.
  • Positive attitude and natural curiosity to identify improvements.
  • Able to calmly and confidently handle difficult situations.
  • Able to work under pressure and exceed targets.
  • Able to represent the company professionally and responsibly.
    • Required skills
  • Customer Service
  • Development Opportunities
  • Claims Handling

    • Keyskills :
    Customer Service Development Opptunities Claims Handling

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