Customer Service Coordinator (Home Emergency Call Handler)

Brook Street Microsoft Professional ,
London, Greater London
More Details
Salary: Up to £22400 per annum + 1k Annual Bonus

Overview

Job Description - Customer Service Coordinator (Home) Would you like to work for a reputable and global organisation in a fast paced but rewarding environment? Are you a passionate about delivering outstanding customer service? Are you seeking the opportunity to kick start your career with a corporate company, working for one of the world's leading insurance providers? Who would be an ideal candidate for this role? The ideal candidate for this position would be self-motivated, confident, enthusiastic and compassionate in attitude with the ability to handle customers in a professional, patient and diplomatic manner in order to deliver fantastic customer service. Our client is looking for confident individuals who can work within a busy environment alongside the team as well as effectively on their own initiative. You will need previous customer service experience - Call centre or Property Maintenance experience would be ideal, although full training will be provided. Location: Croydon, Surrey - Immediate proximity to the train station, trams and buses in the area, travelling to work couldn't be easier on a daily basis. Salary: Basic salary of £22,400 plus £1,000 annual performance bonus £23,400 Benefits: Amazing benefits including Life insurance, Pension, Private medical cover, Child care vouchers, Roadside assistance, Eye care vouchers and discounted Travel insurance and much more Hours: 35 hours a week on a full shift basis including weekends and nights (Nights won't be included to this role until April 2020. Latest finish now will be 10.00pm) in line with business requirements. (Monday - Sunday). Main Duties: Customer Assistance ' To provide an efficient, professional and proactive response to requests for assistance by delivering customer focused and cost-effective solutions. To apply cost containment and case management principles at all times. ' To handle all incoming and outgoing telephone calls in a prompt and courteous manner in line with the company and client expectations. Telephone Assistance ' Handle calls in a prompt, polite and professional manner at all times with empathy and customer focus. ' Actively communicate with all parties on a regular basis until case closure. Case Management ' Utilise the correct resources and provide the most appropriate and cost-effective assistance solutions in line with company procedures and underwriting policy. ' Monitor all aspects of the assistance to ensure that all services are provided at the agreed time and that the customer is kept fully appraised of the progress. ' Capture all relevant information accurately on the case management system. ' Ensure any service failure is reported to the Team Manager or Department Manager immediately. ' To ensure there is a verbal handover in file delegation where there is any high profile, high cost or logistically difficult / complex situation so that the next ' Coordinator fully understands both what is happening and what is required. Cost Management ' Ensure all appropriate checks are made to validate eligibility to service. ' Ensure accurate reserves and costs are added to all cases. ' Ensure service providers are utilised appropriately and in line with department and underwriting guidelines. General ' To perform such administrative tasks as appropriate to your files/calls. ' To inform your Manager of any cases that may become problematic. ' To carry out additional duties and ad hoc projects as requested by your Manager. You will be responsible for the following; Health & Safety ' To ensure that your work area is kept safe and tidy at all times. ' To abide by the Health & Safety Work Act 1974. ' To notify your Manager of any Health & Safety issues which may cause harm to fellow employees. Training ' To advise your Manager of any areas of work where you feel you require additional training. ' Be available for training on new schemes/policy changes and skills as required. Knowledge and development ' Ensure that

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