Job Description

Job Overview

We are seeking a dedicated and enthusiastic Customer Service & Operations Assistant to join our dynamic team. In this role, you will be the first point of contact for our customers, providing exceptional service and support. Your primary responsibilities will include addressing customer inquiries, resolving issues, and ensuring a positive experience for all clients. The ideal candidate will possess strong communication skills and a passion for helping others.

Role purpose and summary

Provide first line support to Innovation24 customer base by Phone, Email and Live Chat. Day to day claims management with Aviva. Support Account Manager and Fitter diary scheduling. Provide support and cover for Fulfilment team in line with business needs.

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 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 highlight concerns and or problems to line manager or other Senior Management team members in a timely and effective manner. To understand and analyse telematics data 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 validate CRASH data and triage / share with customers. To support CSO Manager. To create and maintain all customer accounts. Process all incoming orders. Manage customer cancellations. To have a thorough knowledge of billing and invoicing processes, and work with finance on customer invoice queries. To effectively monitor and schedule on-site visits for the Account Management team. To understand the internal / external fitting requirements and then monitor and schedule depot and site visits for the Fitting team effectively. Deal with day-to-day queries claims queries with Aviva on behalf of customers and address any pressing issues. Provide cover for Fulfilment staff, inclusive of build and dispatch function. 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, that may include performance and absence management etc. Please be advised that the job role is not limited to the above description and flexibility is required depending on company requirements. Domestic and International travel may be required.

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. Excellent time management skills, including organisation of self and workload. The ability to prioritise recognising importance and urgency. Adaptable, tenacious self-starter who is results orientated. Effectively work to deadlines and expectations. Ability to work unsupervised using own initiative. Demonstrate composure to stay calm when working under pressure. Team player.

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. Fulfilment Team, to ensure orders are correctly processed (i.e. necessary paperwork and the charges are at the correct contract rate); supporting the department in staff absence (order processing).
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. Track Retail customer management, inclusive of order processing through to support and renewals.
Join us in making a difference by providing outstanding support to our customers. We look forward to welcoming you to our team!

Job Types: Full-time, Permanent

Pay: From 25,000.00 per year

Benefits:

Company pension Private medical insurance
Work authorisation:

United Kingdom (required)
Work Location: In person