Customer Service

Ipswich, Suffolk
18 Oct 2016
17 Nov 2016
Contract Type
We are currently recruiting for customer service handlers for our Client an established and highly respected company based in central Ipswich.

For candidates with the right attitude and work ethic the Company has great opportunities within the operational roles to progress through levels from the entry Trainee Level through Levels 1-3. These levels are aligned with increased skills, understanding and knowledge that an employee gains through training as well as their meeting productivity requirements. On average an employee would look to progress from an initial Trainee to a Level 1 handler within 6 months and potentially rise to a Level 3 handler within 18 months. With successful progression to each level there is also a pay increment in recognition of the handlers achievements, so within 6 months there is real potential for the employee's salary to increase by £500 with two further increments to follow.


• Providing Driver and Client repair updates
• Managing and minimising repair delays
• Referral to internal and external engineering services
• Escalation to client's insurers when policy terms require it
• Accurate record keeping to allow effective file review and audit
• Creating telephone notes to summarise discussion with external parties
• Correct filing of electronic documents
• Noting key repair dates and milestones
• Handling telephone and email queries from drivers, corporate clients and insurers
• Offering first-time resolution for all contact points and all queries
• Managing post-accident mobility for drivers
• Handle provision of courtesy cars and rental vehicles
• Handling customer complaints in line with company and FCA guidelines
• Take ownership of customer complaints as necessary
• Creating feedback records to enable complaint tracking
• Adhere to internal and regulatory rules and guidelines


• Professional and polite telephone manner
• Accurate keyboard skills
• Basic knowledge of relevant legislation ? Financial Ombudsman Service (FOS), Financial Conduct Authority (FCA) and Data Protection Act (DPA)
• Basic knowledge of private motor/fleet insurance and claims handling desirable
• Experience in a target-driven customer service environment