Customer Advisor First Notification of Loss

About the role

You will primarily take inbound calls from customers when they need us most, at the point of incident. You will also log claims from various portals, including claims reported by the police and our out-of-hours team, as well as support various workstreams to ensure claims are accurately set up. This includes gathering all required information, validating key details, documenting actions clearly, and completing preparatory steps so each claim is ready for the next stage of its journey. Accuracy is key! You will ensure all claim details are recorded correctly and follow up with customers to gather any missing information. You will need to actively listen and be diligent in capturing detailed accounts relating to customer incidents. You will be able to establish claim liability quickly, ensuring our customers are safe and supported at all times. You will help our customers reach the right outcome first time, every time. You must demonstrate care and empathy while ensuring customers feel fully informed about the next steps of their claim. You will consistently deliver a first-class customer experience, ensuring every interaction feels personal, valued, and exceptional. You will also need to have difficult conversations about claim liability and damage outcomes, while setting clear expectations for our customers. What Are We Looking For? People who share our passion for delivering outstanding customer service Strong decision-making skills, using your own knowledge and available resources The ability to work both independently and as part of a team The ability to accurately capture and record data Excellent interpersonal communication skills Experience of handling difficult conversations and managing complaints