Customer Service Adviser in Cwmbran

Core Group are hiring!

Job Title: Customer Service Adviser

Job Summary:

We are looking for a skilled and knowledgeable Claims Handler with a passion for excellent customer service to join our local team. In this role, you will help ensure that every touchpoint is engaging, efficient, and effective. As the first point of contact for our customers, you will manage job lifecycle workflows related to Restoration and Reinstatement following insurance claims. Striving to deliver the highest level of customer experience, you will be a key liaison between the policyholder, the insurance company, our in-house field teams (technicians, trades, and managers), and sub-contractors.

Responsibilities:

1. Oversee the claims lifecycle from receipt of the initial instruction to job completion.
2. Take responsibility for all administrative aspects of each claim, ensuring that client systems/portals (including case notes, logs, and records) are accurately maintained and within agreed Service Level Agreements.
3. Serve as a central point of contact for policyholders, insurance clients, field technicians, and office teams to ensure efficient and exemplary job completion.
4. Manage the regional administrative resource, providing support and guidance to other administration staff within the team to maintain workflow and quality standards.
5. Schedule trades according to job requirements on a day-to-day basis, optimizing time and minimizing travel.
6. Order materials in advance when necessary to keep workflows uninterrupted.
7. Take lead responsibility for assessing customer satisfaction with service and identifying any necessary remedial action.

Qualifications and Experience:

1. Previous experience in administration, claims handling, or customer service.
2. Experience in planning and allocating work to field-based staff is preferred.
3. Experience overseeing the work of others or supporting team workflow.
4. An understanding of claims management tools and systems is an asset but not required.

Preferred Skills:

1. Strong literacy and numeracy skills.
2. Proficiency in IT skills, including basic Excel use; experience with data analysis is a plus but not essential.
3. Excellent communication skills with the ability to influence and engage effectively across all levels.

If you are interested in this role, please apply and we will contact you.