Job Description

Overview

An exciting opportunity has arisen for a Customer Service Advisor to join Innovation 24 a dynamic and well-focused business which provides web-based intelligent software, devices and insurance products to the motor industry and fleet managers. We are presently looking to recruit a Customer Service Advisor to provide 1st Line Support to the Innovation 24 customer base.

Role purpose and summary

Provide first line support to Innovation 24 customer base, which includes Inn-Track Retail. Support diary management and bookings for Account Managers and Fitters.

Key responsibilities/accountabilities

To be competent with each of the internal / external systems, and portals used by the organisation and its customers. Understand and maintain the knowledge, comfortably discussing these systems with customers of all levels. To respond to customer queries received via various support platforms, resolving all queries in a timely manner. To make outgoing customer courtesy calls to ensure customers are happy and comfortable using the organisations software, devices and insurance. To build, develop and maintain relationships with customers. To keep internal systems up to date with customer information. To upsell system enhancements and new products during customer engagement. To prepare reports for management. To highlight concerns and or problems to Customer Service Supervisor, line manager Senior Management team members in a timely and effective manner. To understand and analyse telematics data in order to deal with customer queries. To have a working knowledge of technical issues that may arise with the telematics devices and identify what / who is needed to rectify such issues. To work alongside the development team to ensure that the systems being developed meet customer requirements. To support training of new team members. To effectively monitor and schedule on-site visits for the Account Management team. Where necessary, assist with the scheduling of Fitting team. Build and maintain a relationship with Aviva claims department. Deal with day to day queries on behalf of customers, and address any pressing issues. To support Customer Service Supervisor and Customer Service Manager. Ensure good relations and communications with all key stakeholders. Observing and complying with GDPR. To achieve objectives and targets set. Carry out reasonable tasks as requested by your line manager.

Experience/skills/ knowledge/key qualifications

Ideally previous experience completing a similar role within a fast paced environment. Previous inbound and outbound customer service experience. Proficient IT skills with intermediate knowledge of Microsoft Word and Excel and the ability to learn new software.

Person specification

Demonstrable experience of taking ownership and full accountability for customers' requirements. Able to effectively multi-task. Customer focused. Excellent verbal and written communication. Ability to communicate and forge effective relationships with internal and external stakeholders / customers. Confident in speaking with internal and external stakeholders. The ability to prioritise recognising importance and urgency. Demonstrate composure to stay calm when working under pressure. Team player. Demonstrate behaviour in line with Company values.

Key internal and external relationships and considerations

Internal stakeholders and relationships to consider:

Account Managers, for diary management and scheduling. Fitters, for diary management and work scheduling.
External stakeholders and relationships to consider

All external customers that Innovation 24 provide a service to, to support as necessary (queries, order processing, claims, device triage, cancellations etc.) Aviva claims team, to ensure that claims are correctly managed and chase up customer queries. Inn-Track Retail customer management, inclusive of order processing through to support and renewals.
Job Types: Full-time, Permanent

Pay: 23,000.00-25,000.00 per year

Benefits:

Company pension
Schedule:

Monday to Friday
Location:

Stockport SK6 2QU (preferred)
Work Location: In person