Customer Support Advisor

Posted 8 April by AX UK
£21,581 per annum
Birmingham , West Midlands
Permanent, full-time

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Posted by AX UK
Customer Support Advisor

At AX, we are looking for a Customer Support Advisor to efficiently and effectively manage a case load of motor claims during the period in which Customers are utilising our hire vehicles.

A little bit about us

AX is an accident assistance and after care service provider who deliver replacement vehicles to customers who have been involved in non-fault accidents. 

We pride ourselves on keeping drivers driving and being experts at caring for people and cars. Our values of Inspired to Innovate, Always Respectful, Fully Accountable and Delivering Delight are embedded into our culture which puts people at the heart of everything we do. 

We have a strong culture that puts colleague wellbeing first and believe that developing and engaging with our colleagues is fundamental to ensure we provide an industry leading service to our partners and our customers.

As our Customer Support Advisor, your responsibilities will include:

  • Once a customer has been placed into a hire vehicle, to manage the hire process including quality checking claims to ensure no delays have occurred which would/or could affect the recovering of our hire charges 
  • To accurately assess claim status and documentation on receipt of assigned claims to ensure claims are managed in the most efficient manner.
  • To correctly validate claim type (whether credit repair, third party or Policyholder Insurer) to ensure repair work is authorised appropriately.
  • To verify all relevant and correct documentation is received to correct standard and recorded on the claim.
  • To effectively monitor the timely processing of assigned motor claims to deliver agreed targets, customer expectations and business objectives.
  • To liaise with external partners including Third Party Insurers, Policyholder Insurers, Solicitors, Referrers and Repairers with a view to progressing and actively managing the claim and positively influencing those involved
  • Maintaining effective contact with the customer keeping them updated and dealing with any issues or problems that may arise during the hire period.
  • To ensure all costs associated to the hire period can be billed and recovered through efficient claims management or accurate notification of justifiable delays.

Our Customer Support Advisor will bring the following skills and experiences to our team:
  • Demonstrable experience within a fast-paced customer service role- ideally phone-based customer service environment preferred
  • Clear verbal communication skills, demonstrating persuasive and assertive behaviour 
  • Competent with using (MS Office) MS Word, Excel and Power Point
  • The ability to prioritise, recognising importance and urgency 
  • Good written communication skills
  • Ability to work under pressure 
  • A flexible attitude and approach
  • Ability to work on own initiative
  • Intermediate IT Skills and competent in Microsoft applications (Excel / Outlook / Word)
  • Ability to demonstrate commercial awareness
  • Demonstrate behaviour in line with Company values; Inspired to Innovate, Always Respectful, Fully Accountable, Delivering Delight.


Along with a salary of up to £21,581, you will also receive a range of benefits including 22 days holiday (plus bank holidays), rising to 27 with length of service, Bupa Healthcare, Life Insurance at 4 x salary, Employee Assistance Programmes, and ongoing professional development.

Are you concerned you don’t have all the requirements we would like?

Evidence shows that certain candidates are less likely to apply for a role if they feel they don’t meet every criteria or qualification. 
AX is committed to supporting all communities we serve, through our dedication to creating an inclusive, diverse, and collaborative environment, where people feel comfortable being themselves at work.
If you are excited about the sound of this role and your personal values resonate with ours at AX, we encourage you to apply or contact us to register your interest in other opportunities. 
Even if you think your skills and any experience doesn’t perfectly align, your values and core behaviours may. 
Take a further look….you may be the perfect person for us – and us for you!

To apply for this role as Customer Support Advisor, please click apply online and upload an updated copy of your CV.

REF-213 120

Reference: 52436596

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