Customer Service Specialist

  • Full-time
  • Working Hours: 37.5 hours per week
  • Salary: Competitive
  • Department: Claims

Job Description

We have a fantastic opportunity for a number of Customer Claims Specialists to join our Claims department, on a full-time permanent basis.

Our Customer Claims Specialists are accountable for delivering beautiful customer journeys across our end to end customer claims process.   This is a telephony-based role and will include first notification of the customer loss through to settlement of the customer claim.

Responsibilities

  • Handle incoming calls and be the first point of contact for our customers, addressing customer needs. 
  • Deal with the initial notification of the motor claim. The CCS is responsible for registering all new claims reported to esure, including accidental damage, fire and theft. 
  • Determine the circumstances of the claim from the customer, e.g. what happened in the accident, where the damage to the vehicle is, etc, and will then instruct a supplier to move the claim forward to settlement, i.e. to repair the vehicle or to agree settlement of the claim if the car is unrepairable. No two days are the same as there are a variety of activities.
  • Listen actively and question effectively to evaluate what the customer requires including the use of our repairer network, mobility and personal injury solutions.

Qualifications

  •  At least 6 months previous experience in a customer service role is necessary.
  • Ability to communicate effectively in an empathetic way to customers.
  • Ability to multi-task and operate in a fast-paced environment.
  • Able to coordinate and plan work efficiently.
  • Able to negotiate settlements successfully.

Our opening hours are Mon- Friday 8am – 8pm and sat 9am – 5pm, and we operate between these hours . An example shift pattern of 8am – 4:30pm, 10am – 6:30pm and 11:30am – 8pm. 

Training will be on-site in our Glasgow office (6 weeks), hybrid working available after successful completion of probation.

Additional Information

Salary - up to £20,500, OTE £22,100 plus up to 5% annual bonus

Benefits

  • 33 days annual leave (including bank holidays), rising with length of service 
  • Holiday buy/sell scheme
  • City Centre offices locations with great facilities, including a games room
  • Discounts on cinema vouchers, restaurants, holidays and more…
  • Opportunities for career progression
  • Refer a friend scheme, up to £1,000
  • Employee and family discounts on esure products
  • Life Assurance (x3 annual salary)
  • Employee Assistance Programme
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