To provide a market leading standard of customer service and empathise with customers following a breakdown, motor accident or pet injury/illness and to also provide reassurance and assistance. Effectively working alongside both the Team Leader and Breakdown Network Manager; this is in order to maintain a comprehensive network of UK wide recovery agents. This is done by continuous performance monitoring, recruiting, negotiation and management of and with existing and potential agents. To maximise the profit of the business through effective call handling and working to agreed KPIs and performance targets. To work flexibly between the hours of 6am to 10pm on a shift basis (Monday to Sunday) and on occasion, to work night shifts (9pm to 6am) this is to support the business needs.
To successfully deal with difficult and contentious issues where applicable and to policy wordings; this in order to manage complaints fairly and professionally and within regulatory guidelines. To handle all aspects of the job efficiently. Able to overcome objections, barriers and deal with constructive criticism well. To effectively explain policy limitations to policyholders, whilst providing excellent customer care. Support the Claims Manager, Team Leader with ongoing scheme development. To identify underwriting ambiguities and create policy approval documents accordingly; this is in order to reduce complaints/dissatisfied customers and any loss of business. To work alongside the Claims Manager and Team Leader by liaising with the panel of external suppliers (e.g. insurers, garages and recovery operators) in order to ensure the continual smooth management of the whole claims process.
A fair to good knowledge of both the road and motorway networks within the UK is an advantage. Good to comprehensive business and insurance product knowledge is an advantage. Able to work either independently or collaboratively. Able to prioritise workload in order of importance and to multi-task if required. A driving licence will be an advantage. GCSE level Maths & English. PC literate with a working knowledge of Microsoft Word and Excel.
- Insurance product knowledge
- Road and Motorway Networks
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