Job Details
Customer Service Advisor Kettering Customer Services Full time Permanent **CUSTOMER SERVICE ADVISOR**
Here at National Accident Law, we are all about making it right for those who have had an accident that wasnt their fault. Home to National Accident Helpline, our Helpline Advisors are the vitally important first point of contact for our customers and so we need individuals who have a genuine desire to help by listening, understanding and deciding the right course of action for the customer.
We pay a competitive salary of 18,500 basic. This is supplemented by a monthly bonus based on call quality, capped at 1500 per year. Our colleagues use words like fun, down to earth, supportive and caring to describe our fantastic culture, and as Gold awarded Investors In People we know how well we invest in the development and progression of our brilliant employees.
You are a caring person with a passionate desire to help people. You are the go-to person within your group of friends to lend an ear or a shoulder, offering great advice. You have empathy for others and can put yourself in their shoes which then allows for an objective view of the situation. You are curious and know how to ask the right questions to get the information you need and then you make your decision based on the information that you have been given. People warm to you, and open up, because you listen, and you have a genuine interest. You have a friendly approach, but you are fair and firm with your responses and decisions. You will want to see the situation through to outcome because you care about each set of circumstances. You recognise that every person you speak with is different and requires a different approach to their situation and you like the variety that this brings. You are the person who is driven in a vibrant, kind and supportive environment and you want to be unified by people who have similar personal values to you as they will understand and match your desire to genuinely help and make things right.
As one of our Helpline Advisors you will be responsible for delivering an empathetic customer service experience for customers who have experienced a challenging life event. You will support customers through their claims journey to ensure a seamless customer service experience in anticipation of the formal commencement of their claim.
**CAREER PROGRESSION**
Once fully trained as a Customer Support Advisor your personal learning journey doesnt stop here. You can continue to upskill as a Claims Advisor where you will provide an end-to-end customer journey from first call right through to the Legal process. Or you could consider developing into a role within a completely different function; IT, Finance, HR, Marketing. If you want development, then we will provide it. Or if you are happy doing exactly the role you were recruited to do, then that is absolutely fine with us too.
**SKILLS AND EXPERIENCE REQUIRED**
* Grade C, at English GSCE or equivalent
* Understand the importance of compliance and the potential consequences to the business if not followed
* Ability to capture data accurately and summarise facts succinctly, in line with business guidelines
* Excellent customer service skills
* Strong written and verbal communication skills
* IT competent; using multiple systems interchangeably and confident keyboard skills
**PERSONAL ATTRIBUTES**
* Passionate to deliver an exceptional service
* Driven to achieve the right result
* Curious to ask the right questions
* Unified, working together to achieve the same goals
**We value individuals**
We enjoy generating ideas and we never stand still. You'll always have the right tools to do your job and create better ways of serving our customers. Nor are we wedded to set ways of working or rigid thinking: where you can spot improvements, your voice will always be heard.
**We take work seriously**
Most of us spend more time working in our waking lives than any other activity. That's why we make the effort to create an enjoyable and satisfying working environment. One that gives you every opportunity to develop professionally - in your way and at your pace.
**We value innovation**
We are at the cutting edge of personal injury legal services and we seek the free-thinking minds that will drive our business forward. Investing heavily in easy-to-use new technology and customer service skills, we're a different breed of law firm.
**We're going places**
At National Accident Law, we work differently to handle compensation claims in a modern, imaginative and refreshingly personal way. We're looking for the curious minds that can shape and drive innovation in accident injury law
**Benefits** Competitive