Customer Service Manager (CSM)

Job Description

We are looking to appoint a dedicated and experienced Customer Service Manager to lead the team, front of house, in our main reception. This role will be responsible for the handling claims from FNOL (first notification of loss) through to completion and handover of the vehicle.

Key responsibilities will include the accurate processing of notifications, ensuring agreed SLA’s (service level agreements) are met and KPI (key performance indicator) information is updated on customer portals and the appointed management systems.

This position will be responsible for the management of incoming and outgoing calls, providing ECD’s (estimated completion date) and updating policy holders and insurer/customers on repair progress, as well as managing bookings and diary arrangements in accordance with workshop production levels and arranging the collection and delivery of policy holder’s vehicles and courtesy cars.

Applicants should have previous experience of working in a similar role, preferably within the motor industry and ideally have some knowledge of using some form of management system. First class communication skills are essential, along with accurate data input and ability to work to deadlines, targets and objectives in a busy working environment.

If you are passionate about delivering outstanding customer service and possess the necessary skills, we encourage you to apply for this exciting opportunity.

Job Type: Full-time

Pay: From £27,000.00 per year

Schedule:

• Monday to Friday

Experience:

• Customer Service: 1 year (required)

Work Location: In person

Reference ID: Customer Service Manager (CSM)