Customer Service & Claims Admin

Customer Service & Claims Administrator

Location: Birchwood, near Warrington

Salary: £24,400 per annum

Hours: Monday to Friday, 9:00am to 5:00pm or 8:00am to 4:00pm on a rotational basis (35 hours per week)

Benefits

Death in Service cover of 4 x annual salary from day one Critical Illness cover of 2 x annual salary from day one Private Medical Insurance after 6 months' service Auto-enrolment pension after 3 months (5% employee contribution / 4% employer contribution) 25 days annual leave, increasing to 27 days with length of service Additional day off for your birthday Buy Annual Leave scheme Hybrid working available after successful completion of probation (3 days office / 2 days home working) One-month notice period following successful completion of probation

Job Purpose

To provide outstanding support to our corporate partners, customers, dealers and repairers by delivering a consistently high standard of customer service, ensuring claims are managed efficiently, accurately and within agreed service levels.

This person acts as a key first point of contact for customers, helping to guide them through the claims process while maintaining professional standards, compliance requirements and excellent customer outcomes.

Key Responsibilities

Customer Service & Claims Support

Deliver exceptional customer service to customers, dealers, repairers and corporate partners. Act as the first point of contact for incoming customer enquiries via telephone and email. Explain the claims process clearly and professionally, ensuring customers are fully informed throughout their journey. Handle all enquiries promptly, professionally and within agreed service standards. Build rapport with customers and provide reassurance during potentially stressful situations.

Claims Administration

Open, maintain and accurately update claim files using the company's claims management system. Gather comprehensive information at the first point of contact to ensure efficient claim progression. Ensure all claim-related information is recorded accurately and in accordance with GDPR requirements. Prepare claim files for authorisation before handing them over to a Technical Incident Manager where required. Verify invoices and supporting documentation, ensuring they are processed within agreed timescales. Ensure all administrative functions within the Claims Department are completed accurately and on time.

Communication & Coordination

Respond to customer, dealer and repairer emails within agreed service levels. Escalate queries to the appropriate department when necessary and ensure a smooth handover. Transfer telephone calls to the correct department where appropriate. Liaise effectively with colleagues across the wider business to support customer outcomes. Support other departments and team members during peak periods or business requirements.

Compliance & Quality

Follow all company compliance procedures and regulatory requirements at all times. Maintain confidentiality and safeguard customer data in accordance with GDPR. Register and document any customer complaint or expression of dissatisfaction in line with company procedures. Ensure all activities are carried out in accordance with company policies and service standards.

Key Accountabilities

Manage customer interactions professionally and efficiently. Ensure claims are progressed within agreed service level agreements. Maintain accurate and up-to-date claim records. Deliver a positive customer experience at every stage of the claims journey. Contribute positively to team objectives and departmental performance. Adhere to compliance, governance and data protection requirements.

Skills & Experience

Essential

Excellent customer service and communication skills. Confident telephone manner with the ability to build rapport with customers. Strong written communication skills, including email correspondence. Good attention to detail and accuracy. Ability to manage multiple tasks and prioritise workload effectively. Proficient in Microsoft Outlook and Microsoft Word. Ability to work effectively within a team environment.

Desirable

Previous experience within a claims, insurance, automotive or customer service environment. Technical knowledge of motor vehicles.

Working Arrangements

This role is based at our Birchwood office near Warrington.

Following the successful completion of a three-month probationary period, employees will be eligible for hybrid working, with the opportunity to work from home up to two days per week and attend the office three days per week.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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