Assistance Coordinator

Job description

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Objective of the Role
To respond to all incoming telephone calls in a polite and efficient manner to ensure the highest level of customer service in line with the company standards.

 

Hours     
Shifts based on a 35 hour week – between the hours of Monday to Friday 08.00 – 20.00, Saturday 09.00 – 19.00 and Sunday 10.00 – 18.00

 

Main Duties

·  To answer incoming motor, property and medical assistance telephone calls.
·  To provide the caller with all relevant information and services.
·  To dispatch assistance work to the appropriate network contractors or recovery agents.
·  To make follow up telephone calls on all property assistance cases to establish customer satisfaction.
·  Make follow up telephone calls to the recovery agents to confirm fault and outcome before closing all motor assistance files. 
·  To ensure that all client information is simultaneously entered onto the database.
·  To handle claims notifications and out of hour customer service calls for Corporate clients and their customers.
·  To perform such administrative tasks as appropriate to your files/calls.
·  To inform the Supervisor/Manager of any calls that may become problematic.
·  To carry out additional duties and ad hoc projects as requested by the Supervisor/Manager.

You will also be responsible for the following;

Health & Safety

·  To ensure that your work area is kept safe and tidy at all times.
·  To notify your supervisor/Manager of any Health & Safety issues which may cause harm to fellow employees.

Training

·  To advise your supervisor of any areas of work which you feel require you receive any additional training.
·  Be available for training on new schemes/policy changes and skills as required.

Quality Management System

·  To work as a member of a team within the quality system and follow all documented quality procedures and instructions.

Key Performance Areas

·  To work towards achieving 100% on all Key Performance Area targets set for the department.

Appraisals

·  To actively participate in and contribute towards the monthly team meetings and one-to-one assessment sessions and the annual appraisals. 

 

62985 | Customer Services & Claims | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

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