First Contact Advisor

Job Reference

JWFCA

Job Type

Permanent

Job Hours

Full time

Duration of Employment

Closing Date

22/12/2021

Job Location

Norwich

Job Postcode

Salary Benefits

Evander Vision & Mission

We believe that where you live and work should always be safe, secure and smart.

Believe in the future of Evander and build a profitable £100M+ business together. Listen to our colleagues and create a great place to work where people feel trusted to make a difference. Love our customers and go the extra mile.

#WeAreEvander

Key Accountabilities & Activities

  • First point of contact for our customers, providing excellent service at all times
  • Undertake accurate and timely processing of new instructions to include validation, in accordance with agreed SLAs, policy and procedures
  • Communicating and liaising with customers, insurance companies, contract clients, distribution centres and service engineers in respect of the management of jobs
  • Coordinating emails and telephone calls including new work requests and queries in a timely manner using organisation and prioritisation skills
  • Collating and recording accurate information on our internal systems
  • Dealing with urgent client queries and complaints effectively
  • Maintaining own admin duties
  • Deploying service engineers across the network around the UK in accordance with agreed SLAs
  • Triage all calls to ascertain if the work should be dealt with by a response engineer
  • Effectively manage and deploy jobs to appropriate subcontractors where required
  • Ensure all subcontractor paperwork is returned and all jobs are invoiced accurately within the agreed timeframe
  • To undertake accurate and timely processing of client based portals and reports
  • To ensure that information security policies and procedures are adhered to as defined by the company’s information security management system and that all security incidents are reported promptly
  • To handle queries and first line complaints from internal and external customers in accordance with the company’s complaints procedure, Financial Conduct Authority (FCA) and Prudential Regulation Authority (PRA) requirements
  • Working to developmental targets, linked to your career development.

Experience and Personal Attributes

Essential

  • Experience of working in a telephony based, customer focused environment
  • Highly customer focused with the ability to manage customer relationships, understand customer needs and deliver an outstanding customer experience
  • Excellent organisational skills with the ability to prioritise and multitask daily
  • Excellent verbal and written communication skills
  • Ability to communicate effectively with customers and stakeholders on a face-to-face basis, via telephone and via email
  • Strong interpersonal skills and the ability to manage a fluctuating workload
  • Knowledge of Excel, Word, Outlook and Microsoft packages
  • Good problem solving skills and ability to use own initiative
  • Able to work collaboratively as part of a wider team
  • Able to work under pressure and to tight deadlines
  • Ability to present oneself in a professional manner when dealing with the customers and stakeholders of the business.

Personal Attributes

  • Resilient under pressure
  • Strong customer service ethos
  • Flexible attitude to work
  • Attention to detail
  • Diligent
  • Empathetic.

Desirable

  • Previous experience of managing a high turnover of customers
  • Experience of writing management reports.

Other important things…

  • Act as an ambassador for our brand values, actively promoting and applying these values wherever possible.
  • Comply with Health & Safety requirements of the company, keeping ourselves and each other safe always.
  • Take the time to understand and work within Evander’s policies, procedures and ways of working.
  • Uphold the company’s equal opportunities policy and ensure that any discriminatory practise within the workplace is appropriately challenged.
  • Adhere to all aspects of confidentiality and Data Protection to comply with the law, observing all policies and guidelines.
  • The post holder will be required to undertake such other duties as may be required within the competence of the post. Therefore, the list of duties in this job description should not be regarded as exclusive or exhaustive.
  • A full UK drivers’ licence and the ability to travel nationally where required.
  • The flexibility for some overnight stays as and when required.

Valuing Diversity and Inclusion, we aim to create a workforce that is representative of society where colleagues can be themselves. We know that embracing differences enhances Evander’s operational capabilities and helps to create a Great Place to Work. We are proud to celebrate diversity where individuals are accepted for who they are, regardless of age, gender, ethnicity, sexual orientation, religion, or ability.