Job Description

Auto-Rescue Logistics (ARL) provides 24/7 vehicle recovery & breakdown services to motor insurers, car and commercial fleets, salvage companies, transport and coach operators, and body shops. ARL also provides an out of hours insurance claims and call handling service to motor insurers and accident management companies.

Hybrid working from home and our Northampton office, we are looking for someone to join our team of Customer Service Controllers. Our team is customer focused and offers a very high standard of care and communication.

Duties include:

Handling incoming and outbound calls - dealing with businesses and the motoring public To provide accurate and relevant information to various involved parties on a regular and timely basis Arranging vehicle recoveries as per customer requirements Dealing with ongoing recovery cases and assisting with any issues that may arise Arranging assistance for breakdown customers Taking inbound calls relating to insurance claims and processing the calls accordingly Building customer relationships and providing second to none customer service

We are looking for someone who:

Is helpful and confident on the telephone Can use their own initiative Can work as part of a team as well as independently Can provide quality customer care and understands the importance of a good customer journey Is reliable Is willing to learn Is methodical and conscientious Can multi-task and be proactive Has a positive outlook to life and your career

Required Education, Skills and Qualifications

Given the nature of the role you should have a confident approach and good telephone manner to speak with businesses and the motoring public. A helpful attitude and enthusiasm are essential when joining us. You must also have experience using Microsoft programmes such as Outlook and Word. We offer full in-house training with support and guidance, no previous experience within this sector is necessary.

Working Hours:

We work to a six week rota, so you know your shifts well in advance.

You will be contracted to 37.5 hours a week (averaged over 2 weeks - one week you will work 45 hours and the other 30 hours) You will work 17:00 - 01:30 and you are entitled to a one-hour unpaid lunch break.

Within this six week rota you are required to work alternate weekends (3 weekends in 6). When you do work the weekend, you get two days off, one either side of the weekend worked (for example, a day off on the Thursday, and a day off on following Tuesday).

We currently have a hybrid working model in place, working two days in the office and the other days remotely.

Your training will be conducted in office for the first two months, once ready to work independently, you will begin your hybrid working.

You will need to have a smart phone/tablet to allow us to video call when needed, as well as a working space at home and a good internet connection.

All IT equipment will be provided and will need to be collected from our office..

Benefits

Fantastic in-house training is provided which includes a mentoring stage so you feel comfortable and confident before you start working independently Company pension scheme Free on-site staff parking Contributions towards eye tests and glasses Casual dress code for our evening and night team Private health insurance Death in service insurance Additional holiday days are awarded for length of service
Job Types: Permanent, Full-time

Pay: 24,500.00 per year

Benefits:

Additional leave Casual dress Company events Company pension Enhanced maternity leave Enhanced paternity leave Free parking Health & wellbeing programme On-site parking Private medical insurance
Experience:

Customer service: 1 year (required)
Work Location: Hybrid remote in Northampton, NN3 6RW