Breakdown Controller

< < Back to Search Results

Job Details

Contact Info

Contact Person: Tony Martin Email: tmartin@massenhove.co.uk Telephone: 01621 786 220
Job Title: Breakdown Controller

Job Description

Brentwood

Department: Motor Breakdown

Reports to: Control Centre Team Leader

Purpose:

The job holder is responsible for carrying out a range of duties associated with the provision of Breakdown Recovery Service. This includes sales, regular customer contact, data processing and a variety of administration tasks.

Key Responsibilities:

Ensuring a high level of service and accuracy in respect of all tasks and activities undertaken

Respond to customer phone calls in a professional courteous and efficient manner. Quickly assess circumstances, reassure Policyholders and clearly articulate next steps and actions being taken.

Use of the laser mapping and computer systems confidently and accurately.

Develop and maintain a comprehensive knowledge and understanding of all aspects of policies arranged by the Department and to be able to interpret cover and be able to clearly explain cover and services to policyholders.

Check details of all Policyholders against a policy cover for validity and confirm position accurately and clearly to Policyholders

Establish and maintain effective communication and relationships with all colleagues and customers (including outsourced operations), promoting a professional business image.

Contribute to the achievement of team and operational targets.

Operate within own area of accountability, proactively escalating issues and seeking guidance.

Understand and apply all company policies and procedures to ensure service standards are met in accordance with internal SLA and FSA requirements.

Understand business issues and recommend solutions to improve.

Understand and apply all legal, regulatory, information security and compliance requirements.

Provide support and guidance to others as required.

Identify, make recommendations on and implement improvements to process and procedures within your remit

Ensure complaints are handled efficiently and effectively, taking appropriate action to address issues raised

Contribute to a performance orientated culture, enabling all staff to contribute effectively and be continually motivated to achieve high levels of productivity and outputs

Understand and adopt a Treating Customers Fairly approach to all aspects of day-to-day work and develop a team culture that reflects TCF principles

Contribute to an environment where culture and behaviours are consistent with the organizations chosen culture

Competencies:

Essential:

Strong attention to detail

Accurate keyboard skills

Experience of working in a customer focus environment.

Ability to analyse and process data

Works on own initiative.

Decision making abilities

Commitment, dedication and flexibility to meet business needs

Good interpersonal and customer service skills

Knowledge of insurance principles and products

Personal Qualities:

Patient in explaining technical concepts

Confidence to handle difficult situations and saying “no” to brokers and customers

Self motivated and able to help others motivate themselves.

Embraces change and encourages team members to do the same

Takes responsibility for the results of his/her actions/decisions, whether they prove to be successes or mistakes

Is well organised and gets things done on time and to the standard required

Is approachable at all levels and always ready to listen

Is prepared to adapt working methods and those of the team to achieve the team goals

Details

Job Ref: MASS 913 Hours: Full Time Location: Essex Working Term: Permanent Position Salary: Negotiable

Apply for this job

If you wish to apply to this vacancy, please upload your CV below before submitting your application. Once you have entered your details, and selected your CV, press Submit, then please be patient while your CV is uploaded. You will receive an email once your CV is accepted.

Forward to a Friend

To forward this job to a friend please click the button below:-

Please note: - On selecting this button, you will need to know your friends email address. .

< < Back to Search Results