Job Description

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About The Role

Job Title: Customer Claims Advisor

Salary: 26,926.64 per annum + Commission

Location: BCA Manchester, Hybrid

Working Hours: 40 hours per week over 5 of 7 days; 9hr shifts between 8am and 7pm Mon-Fri and 8.30am-5.30pm Sat - Sun. Shift pattern to be determined based on business and personal requirements.

Job Status: Permanent

Join the UK's largest B2B used vehicle service



At BCA, we're altogether, more. More than just a normal vehicle remarketing company. More than just any other place to work. We're Europe's largest vehicle remarketing company, the backbone of the UK's automotive supply chain, the best place to build the career you want.

Main Purpose of The Role:

Working within the Customer Claims team, you will be taking ownership of a portfolio of claims from the initial application through to resolution/completion, delivering a quality driven claims outcome and ensuring customer satisfaction

Key Responsibilities:

To manage the customer experience throughout the claim, following the recommended call structure and deliver a high level of customer satisfaction Review, investigate and respond to customers claims which are often complex, to assess claim validation Ensure all queries are followed up and resolved in an efficient and customer focused manner and provide sensible and considered advice to clients regarding what they are entitled to claim for and likely timescales, realistically managing their expectations You will take responsibility for your own caseload and become the point of contact for our customers using your time management and prioritisation skills Working to KPI's and performance targets you will ensure an accurate and speedy claims resolution by effectively managing your workload/portfolio The confidence to think on your feet and the flexibility to adapt to a wide range of customers, you have the natural ability to treat each customer as an individual, demonstrate Treating Customers Fairly when handling calls and claims Ability to deal with challenging customer scenarios positively and objectively whilst managing and resolving customer dissatisfaction Act on Net Promoter Score (NPS) and customer feedback by engaging with customers to gain more insight to improve our customer's journey and experience. Providing information and advice to any customer enquiring about our services You will need to have a flexible and positive approach to tasks and carry out any other reasonable duties at the request of your manager, as operationally required with a team-based approach

Knowledge and Experience Required:

Experience working within a customer focused Claims management environment is preferable Able to demonstrate excellent Customer Service skills (listening, communication, empathy) Ability to demonstrate strong negotiating and influencing skills Able to work as part of a team Organised with good time management Positive attitude and natural curiosity to identify improvements Able to calmly and confidently handle difficult situations Able to work under pressure and exceed targets Able to represent the company professionally and responsibly


We've put everything in place to ensure you thrive. Competitive salaries, strong core values and an excellent benefits package that includes:


Onsite parking Company Pension Scheme Cycle to work scheme An Employee Assistance Programme Enhanced maternity, paternity, and adoption leave Access to trained Mental Health First Aiders Access to BCA Rewards which provides online and store discounts with a range of retailers

And so much more...



As the automotive industry changes, we're changing with it - putting our people in the front seat for the journey. We're the number one in what we do for a reason and that's because of the people we have on our teams. If you want to be a part of a business like this; unrivalled, exciting and appreciative of the work you do, join BCA.



We are proud to be Level 1 Disability Confident and committed to ensuring our recruitment process is inclusive and accessible.



Our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief, or disability.