Customer Service Advisor

Customer Service Advisor

Location:  Huddersfield - Kevin Conway House, Longbow Close, Huddersfield HD2 1GQ

Department: Avant Repair Network

Contract type:  Permanent

Hours: 37.5 hours per week Monday to Friday between hours of 8am and 6pm, half day Saturday morning (1 in 4)

About the role

We’re looking for a  Customer Service Advisor  to join our team, and play a key role in ensuring repair instructions are deployed to the most suitable repairer, in accordance with customer SLAs. They are also responsible for ensuring that all systems are updated and maintained efficiently.

All Customer Service Advisors are responsible for delivering excellent customer service at all times.

Activate Group is a growing UK business with 1,000+ team members nationwide. This is an exciting opportunity to build a long-term career with a company that values its people and offers genuine development and progression opportunities.

Key responsibilities

• Manage vehicle claims end-to-end from repair instruction to completion and escalating where necessary.
• Making outbound and receiving inbound calls to and from customers, clients, 3rd parties and repairers.
• Using Avant Groups bespoke software and databases to record, update and maintain information relating to each claim.
• Manage own workload, ensuring all claims assigned are progressing in line with set KPI’s and business targets.
• Provide accurate updates to all key stakeholders, ensuring all updates are sufficiently detailed to give a full disclosure of the present claim position.
• Ensure that all SLA's are met and exceeded.

Skills and experience

• Have a resilient and positive attitude.
• Excellent customer service skills, taking responsibility and providing a market leading customer journey.
• Excellent problem solving skills.
• Ability to handle a high volume of calls daily.
• Excellent written and verbal communication skills.
• Able to manage own time and workload

Desirable (but not essential):

• Experience of working in a fast paced/contact centre environment (desirable)
• Experience within the insurance and claims industry (desirable).

Benefits

We believe in rewarding our people for the great work they do. When you join Activate Group, you can expect:

• 33 days holiday, including bank holidays

• Personal health cash plan – claim back the cost of everyday healthcare such as dental and optical check-ups

• Enhanced maternity, paternity, adoption and shared parental pay

• Life assurance at three times your basic salary

• Free breakfasts and fresh fruit

• A birthday surprise for everyone

What you can expect from us

At Activate Group, we want everyone to have the tools and support they need to do their best work. We’re an innovative business that continuously reviews and improves our systems, processes and ways of working, making sure they support our teams to do their jobs effectively.

Every role at Activate Group is aligned to our wider business vision and purpose – making someone’s bad day better. You’ll understand how your role contributes to the bigger picture and how your work helps deliver excellent outcomes for customer and partners.

We believe work should be enjoyable. We make time to celebrate success, recognise achievements and bring people together at team events and company-wide celebrations. We’ll also support your ongoing development through regular feedback and career planning.

Whether you’re based in one of our contact centres in Halifax, Peterborough or Huddersfield, working at an Activate Accident Repair (AAR) site, or working from home, you’ll be part of a supportive culture where people are encouraged to succeed.

A bit about us

Activate Group is a fast-growing business approaching 1,000 team members nationwide.

We work with some of the UK’s largest fleets and insurance companies, supporting drivers that have been involved in road incidents through our contact centres in Halifax, Peterborough and Huddersfield.

We manage every step of the repair journey - repairing vehicles at our own Activate Accident Repair (AAR) body shops, as well as through a UK-wide network of trusted independent repair partners.

We also work with the UK’s largest vehicle manufacturers, supporting their approved repair programmes, and deliver innovative technology solutions to fleets, vehicle repair centres and dealerships.

Our purpose & values

Our purpose underpins everything we do: Make someone’s bad day better

Our values define how we work with our team members, customers and suppliers:

• Make it happen – Be accountable. Take the initiative, work fast, and do a great job.

• Strive for better – Be bold. Challenge the norm - make small improvements often.

• Win together – Be a team player. Win together, learn together, respect each other.