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Motor Repairs Customer Advisor

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Posted By: Beacon Plus (UK)
Address:
Date Posted: 24th Feb 2010
Salary: £16K
Location: Tunbridge Wells
Reference Code:
Views Since Posting: 314
Full Description:

My client, an established and major Motor Insurer in Tunbridge Wells, Kent, require an experienced Motor Technician / Customer Advisor to join their Engineering Unit.

Purpose of Role

To manage customer expectation in relation to Customer Service Report Complaints and Engineering grumbles.
The role encompasses:-• Logging all complaints on the Visual Files system• Coordinate and chase up delegated complaints • Maintain diary of follow up actions required. • Speak with customer to gain a detailed explanation of their complaint• To Liaise and negotiate to come to a mutually agreeable solution or to supply a final response to the customers if no solution available. • Arrange escalation to the Assistant Engineering Services Manage where required. • Arrange field inspections to mediate when disputes arise between the supplier and insured.

Knowledge, Experience and Qualifications

Previous customer service experience is necessary. Ideally in the Motor repair industry. Good negotiation experience, must have grades C or above in English & Maths GCSE or equivalent level. Ideally will have a full driving license.

Core Objectives

To update and maintain Visual Files system with history notes and refined screensTo effectively coordinate all complaints received from all sources.To maintain a diary of all follow up actions required after complaint resolutionTo speak with customers in order to gain a detailed explanation of their complaint and provide a written summary for the role.Deal with and resolve compliant either directly or with guidance from the Assistant Engineering services Manger To compile and issue final response lettersTo assist in preparing FOS file requests when requiredTo provide MI on a daily weekly and monthly basis.Achieve the required technical and customer service audit scores.Pass all required tests to the standard required.

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