24/7 CSA Part time

The Job
 
An exciting opportunity has arisen within the Bristol City Centre area for an enthusiastic and driven team player to join a dynamic team within a Property Insurance department.

The role is to take calls from customers outside of normal office hours and action within client specifics including call centre SLA's and KPI targets.
 
Hours of work:
 
Tuesday, Wednesday, Thursday - 12:30am - 9am
 
Also included within the role is additional data & admin responsibilities for which team and individual KPI/SLA's are expected to be achieved.
 
Accountabilities and Main Responsibilities of job
 
To deal with telephone calls with a customer focused approach whilst ensuring that service levels and standards are maintained.
 
To validate cover on Emergency Assistance policies and appoint required tradesmen within agreed service standards.
 
To record and update customer information accurately on CCF and comprehensively and take appropriate action.
 
To ensure all KPI/SLA targets are actively worked towards and achieved in a positive manner.
 
To regularly review and maintain knowledge levels for the job and keep up to date with departmental changes.
 
To communicate clearly and effectively with customers and colleagues.
 
To ensure own technical and professional development progress and maintain a PDP in accordance with company policy. To undertake regular training sessions and reviews to ensure and acceptable level of competence is maintained.
 
To meet performance indicators as agreed within prescribed service and technical standards.
 
To ensure office behaviours and team interaction are displayed in a positive manner.
 
To embrace change to both the working function of the call centre and the team, including expectations around your own job roles.