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Claims Administrator Apprentice – O2 Call Centre (Customer Service)

Brightstar 20:20 Uk Ltd
Pay: £15,000.00
Location: Cheshire Crewe United Kingdom
Category: Entry Level
Available from: Aug 2018
Finishes on: Ongoing Position
Type of work: Full Time, Indoor & Outdoor
Job reference: E02686827
2018-07-13 2018-07-30

Job Description

Short description:




  • Our team offer support both over the phone or via email, handling a wide range of enquiries such as order and delivery information, payment and refund queries, new insurance claims and back office administration tasks

  • Our Blended area provides customer support for many different clients including Apple, Vodafone, EE, BT and O2

  • Our main focus is to create happy customer experiences  



Role overview:




  • To meet or exceed customer requirements and swiftly resolve customer queries through the accurate and timely processing of insurance claims policy administration on behalf of our clients

  • To provide a professional, efficient and customer focused telephone and administration support function



Duties and responsibilities:




  • Successfully manages own workload and understands the impact of self on others who rely on or who depend on the service provided by the role

  • Day to day activity is dealt with in a timely and professional manner in line with company policy and credit control guidelines

  • To follow agreed processes and procedures to ensure customers and treated in a fair manner following the guidelines provided by clients and underwriters and ensuring the practice of TCF is observed

  • To actively follow team procedures; taking ownership of issues and brings to Team Managers attention opportunities for improved efficiencies to processes or procedures

  • To successfully use the technology and information available to identify and assist personal daily activity e.g. actively monitors the personal call stats on productivity and quality to ensure that personal and departmental KPI’s are being met

  • To actively seek feedback on daily phone calls and stats to understand where KPI levels are consistently met or exceeded; acknowledging and seeking to remedy areas of concern when necessary. Job holder takes ownership of lost opportunities

  • To provide an accurate and efficient ‘same-day’ administrative support, with duties including the actioning of Customer specific email inboxes and internal workflows

  • To consistently provide a high level of service through the successful nurturing of and cooperation with internal relationships with those departments who depend on or who influence own work

  • Works closely and builds solid relationships with own and other teams within the Operations department

  • Communicates and acts in line with daily work plans developed from job objectives by Team Manager

  • Understands where KPI’s are not being met and use team meetings to escalate issues where applicable

  • Understands and can demonstrate a thorough understanding of departmental processes and procedures

  • To take responsibility for and respond to any complaints applicable to Advisor level and promptly escalates where relevant

  • To provide active assistance and support to the team through the arrangement and implementation of individual team meetings as a forum for promoting a culture of ownership and open communication and as an opportunity for regular updates and constructive feedback

  • Proactively builds own knowledge and seeks opportunities to develop own skills; managing own performance and attendance in accordance with Company processes



Key Performance Indicators:




  • Accepts and positively acts upon candid, frequent feedback on performance and development conducted during regular informal monthly reviews and formal 6 monthly reviews

  • PCA15 => 80% of inbound calls to be answered within 15 seconds

  • PCA => 95%

  • Call quality scores to average above 80%

  • Lost calls are less than 5%

  • All Administration workflows to be completed as per agreed service levels

  • Positive feedback from internal and external customers together with other internal departments affected by or reliant on the role


Personal Qualities :

  • Willingness to learn and develop

  • Is proactive in the constant reviewing own work and highlighting areas of concern

  • Demonstrates a reliable and flexible approach to work situations

  • Demonstrates integrity towards individual customers and ensures that the interests of both the company and the customers are met



Skills Required :

  • Displays strong customer focus and team working skills adhering to internal and external customer satisfaction values

  • Welcomes and works well in a culture of cooperation, communication and achievement

  • Proven ability to build, develop and maintain good relationships with internal and external customers

  • Proven success in a call centre or customer service environment or equivalent

  • Job holder demonstrates excellent planning; organisational and communication skills

  • PC literate with comprehensive knowledge of call centre software



Future Prospects :

Completion of the apprenticeship could lead to a permanent position for the right person.



Opportunities to earn £17.8k once qualified (after a year).


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