Job Description

We are a leading Vehicle Accident Repair company recruiting for a Call Centre Operative to work within a small but busy team at our premises in Hayes, Greater London.

Working Hours:

Monday to Friday, 8am to 5pm.

Role Purpose:

To identify and capture all work opportunities and to manage the outcome to a resolution that meets the customer and Company expectations and agreements.

Key Tasks

To make outgoing calls to convert the notification of loss to a confirmed booking for us and the insurance provider To act as the first point of contact for all customers, responding proactively and courteously to all calls To use our systems to allocate the work to sites effectively and manage volume capacity across the business To pass on to site customer queries to enable resolution To log all calls and outcomes using the Company's computerised systems To understand customer concerns and refer to complaints department To raise standard letters and documentation as required. To contribute to the efficient operating of administrative policies and procedures, to ensure the achievement of all tasks smoothly and in a timely fashion To ensure that the work areas are kept tidy and that the clear desk policy is maintained To operate within and adhere to the Company's Health and Safety and GDPR policy in all aspects of the role To adhere to Company and departmental processes and procedures including those outlined in the Company Handbook

Expectations

Ability to treat people with a positive manner and respect under all circumstances, instil trust in others besides upholding the values of the organisation Sound judgmental ability; able to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to requests for service/assistance To be punctual and flexible in the hours attended at work To be able to adapt to the changing requirement of the business workload To proactively deal with all customers To have a good understanding of Customer Service agreements with insurers To maintain an up to date understanding of Veetec operating systems To ensure claims taken and booked in are in alignment with the agreed target To ensure the customer is contacted in accordance with company policy whilst in the booking in process
If this role would suit you, please send your up to date CV and a cover letter to the email provided.

Job Types: Full-time, Permanent

Pay: 26,000.00-27,000.00 per year

Benefits:

Company pension Referral programme
Experience:

customer service: 2 years (preferred)
Work authorisation:

United Kingdom (required)
Work Location: In person

Application deadline: 07/09/2025