Customer Service Advisor (Glasgow)

As a Claims FNOL Handler you will provide excellent customer service by being the first contact call from our company, engaging with the Insured by asking relevant questions to assess the extent of loss and identifying specific needs. You will gather full details, assess the best route for the claim and arrange for any supplier appointment to help mitigate the loss. Thereafter, arranging a suitable time for one of our loss adjusters to attend to gather further information. During the call you will build a good rapport with the caller and attentively listen as well as asking a variety of questions to understand the extent of loss or potential fraud identifiers. You will ensure that Policyholder and all relevant parties are kept updated until such times as the appointment has been agreed.

• Ensure we are compliant with Client Service Level Agreements 
• Engage with all parties involved delivering excellent customer service. 
• Customer will be the centre of everything that we do 
• Instructing suppliers as and when necessary 
• Ensuring all correct documentation is gathered prior to Loss Adjuster visit. 

Behaviours: 

• Positive, can-do attitude 
• Ability to work within a team and adapt to different personalities 
• Ability to work independently 
• Respect for others and individual differences 
• Good Time management 
• Willingness to develop and progress 

Skills: 

• Exceptional communication skills both verbal and written 
• Excellent PC Skills and ability to adapt to in-house systems easily 
• Good organisation and attention to detail 
• Confident telephone manner and must be able to demonstrate a high level of empathy 
• Ability to work under pressure 
• Able to demonstrate initiative and have a good sense of problem solving