customer service advisor
7 the last 101 days, recently 2023-10-10
Responsibility
- ensuring the engineers report is received within the SLA
- setting up client vehicle deliveries, swaps and collections
- liaise and instruct the medical experts. Confirming experts terms & conditions
Show more +48 - answer incoming telephone calls in a call centre environment
- opening and sorting daily internal and external fleet post making sure all paperwork is allocated correctly
- portuguese Speaking
- liaising with solicitors and the expert engineer
- email Queries
- source a medical expert, if specialist requested by the Solicitors are not on our panel of experts
- make outgoing calls in response to a clients request to call back
- uploading and processing client IDs onto Fuse Metrix, ensuring the data is accurate
- proof reading and checking Engineers Report is consistent with the accident circumstances
- phone Queries
- chase medical appointments
- obtain information and input data on our claims database regarding clients accidents
- checking rental documents have been completed and all signatures have been obtained
- reviewing Engineers images which accompany the report
- printing of paperwork and highlighting key information/signatures
- check the validity of clients vehicle documents and identification
- accurate pricing of hire agreements from the Fuse Metrix system
- sending the Reports to the relevant parties and liaising with them if there any further issues
- completing Accident/theft report forms
- request medical records – contacting GP’s & Hospitals – whilst dealing with the private & sensitive nature of records
- send a request for a hire vehicle where required to the fleet department
- handling calls quickly and efficiently maintaining a high level of professionalism
- assigning relevant vehicles to a claim
- instruct any interpreters required to attend the appointment
- manage a workload efficiently to avoid delays in processing claims and arranging hires
- off hiring vehicles, V5 document management, taxing vehicles and filing
- utilizing our case management system to follow up and document the claim status and ensure all required documents obtained
- completing DVLA checks on clients
- review medical report – ensuring all details are correct. Requesting amendments if required
- effectively communicate our decision regarding a claim to the client, the associated garage and the BDM
- creating purchase orders
- achieving set individual targets and assisting toward company targets
- checking claim information is accurate and matches system
- arranging any treatment required to assist the client’s recovery i.e. contacting Hospitals to arrange MRI or Surgery
- undertake any other reasonable task to ensure the efficient operation of the business
- recharging lease company PCN invoices and administration fees
- checking client documentation
- chase & Review medical report – ensuring all details are correct. Ensure ALL reports are received within the deadline
- dealing with depot Petty Cash management
- calling the AA to assist client breakdowns/issues
- arranging any treatment required to assist the client’s recovery i.e
- recording and checking company driving licences, dealing with client courier insurance certificates, and managing minifleet vehicles, through our insurance provider
- send out appointment letters to the client & inform the solicitor - Text appointment details to clients. Contact client confirming their attendance also rearranging the appointment if necessary
- processing of vehicle penalty charges, paying and representing fines, uploading acceptance letters, and dealing with Client fine queries and Fine issuers
- filing
- dealing with email queries
- in addition, take calls from Solicitors and clients, ensuring that each file is progressed, and that any required action is taken on the file
- arranging any after care in relation to the recovery after surgery, follow-up radiology images, physiotherapy, home visits etc
Requirements
- customer service: 1 year
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