Job Description

Who are we?

We are The Motoring Organisation, a leading provider of protection products for the motor industry. We are based in Sheffield serving the UK.

We're seeking a dedicated and personable Customer Support Agent to join our team on a permanent basis.

This role will involve guiding customers through the claims process and providing support for warranty queries. You will be responsible for ensuring a high level of customer satisfaction by delivering clear, empathetic, and accurate assistance over the phone and through written communication.

So, what will you actually be doing?

In addition to customer interaction, you will act as a bridge between customers and technical team members, relaying technical information gathered during claims in a way that allows for efficient diagnostics and repairs. You will ensure that both customers and technical team members are fully informed to streamline the repair and claims processes. You will also validate claims against warranty terms, check industry guides for labour times, and confirm part prices to ensure claims are processed accurately.

A successful candidate will be at the forefront of customer interaction, resolving queries, processing claims efficiently, and maintaining strong relationships with repairers and service providers.

Full training will be provided.

Key Responsibilities

Claims Handling

o Receive and process First Notification of Loss (FNOL) calls, recording accurate and detailed information.

o Guide customers through the claims process, triaging faults and providing advice on next steps.

o Validate claims against the terms of the warranty to ensure compliance before approval.

o Validate repair costs using industry guides, market pricing, and supplier directories.

o Liaise with repairers to ensure that warranty claims are processed in a timely manner.

o Manage customer expectations by providing regular updates on claim status and repair progress.

Customer Service

o Respond to customer queries regarding warranty coverage, terms, and conditions.

o Resolve customer complaints and disputes efficiently while maintaining a professional attitude.

o Handle escalated cases when required, working closely with the management team to find resolutions.

Administrative Duties

o Accurately update and maintain customer and claim records in the company database.

o Assist with outbound calls related to surveys, feedback collection, or claim follow-ups.

o Prepare summaries of claims or customer interactions when needed.

Key Responsibilities

It's simple really; commitment, a natural ability to understand what our customers needs, and an approach to treating customers fairly at all times. A bit of common sense goes a long way too.

We have a great working environment, so be prepared to become part of a close working team.

We're interested in people, so you just need to be comfortable with:

Proficiency in MS Outlook and the full suite of MS Office products to manage tasks with ease. Strong communication skills, both verbal and written, with the ability to explain technical issues in a customer-friendly way. Ability to think critically and solve issues as they arise, especially regarding claims and client queries. Ability to communicate effectively with internal teams and external clients, both verbally and in writing. Excellent problem-solving skills and attention to detail when handling claims and inquiries. Exceptional attention to detail, with the ability to manage multiple tasks, ensuring accuracy across all duties. Highly organised with a strong ability to prioritise and manage tasks. Ability to manage difficult situations with patience and professionalism. Previous experience in a similar role, or with transferrable functions, and work with financial software is an advantage.)

Schedule

Monday to Friday, 9am to 5pm No weekends

What you get in return

A permanent role within a people friendly organisation, with the training you need to ensure our customers receive the best service in the market.

The

Basic Salary

for the role is

23,500

per year.

Company pension On-site parking Up to 25-days holiday Cycle-to-work scheme Sick pay

Pre-employment checks

It is a legal requirement to ensure that all our staff are of good repute and we may perform background checks to this end.

For example, we may perform bankruptcy checks via the Individual Insolvency Register (IIR) which is a public record. We may also request a basic disclosure criminal conviction check via the Disclosure and Barring Service (DBS) formerly the Criminal Records Bureau (CRB).

Our lawful basis for processing this data will be legal obligations and legitimate interests.

STRICTLY NO AGENCIES

Job Type: Full-time

Pay: 23,810.00 per year

Benefits:

Company events Company pension Cycle to work scheme Free parking On-site parking Sick pay
Schedule:

Holidays Monday to Friday No weekends
Work Location: In person

Reference ID: CSADVISOR-032021