Role: First Response Advisor
Location: Norwich
Who are we?
Evander is the UK’s specialist provider of domestic and commercial glazing and locksmith services to the insurance, home emergency, facilities management and property services. We provide 24/7 response and fulfilment services – making where you live and work safe, secure and sustainable.
The Role:
You will be dedicated to supporting a high-performance culture, ensuring that can deliver our values to “love our customers and go the extra mile”. You will deliver an empathic, customer-centric approach to each customer and client interaction and “wow” our customers when you interact with them ensuring their claims are completed efficiently from start to finish.
What to Expect:
- First point of contact for our Home emergency/Home fulfilment customers, providing excellent service at all times
- Deliver a customer-centric experience to all Customers and Clients, ensuring you focus on their specific needs in all interactions from start to finish
- Effectively communicate with customer to ensure their jobs are managed in a bespoke manner that responds effectively to the Customers specific set of circumstances, building rapport and empathy
- 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
Who are we looking for:
- 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.
Mission:
We believe that where you live, and work should always be safe, secure and sustainable.
Love our customers. Create a Great Place to Work. Grow our Business.
#WeAreEvander
Benefits:
- Strong internal development and progression programme!
- Hard working and great company culture
- Social Events and Team Building!
- 22 Days annual leave + Bank Holidays
- Medicash Plan
- Christmas Party
- Refer a friend scheme
- Enhanced annual leave option - Buy & Self
- Life Assurance
- Colleague recognition schemes
- Enhanced Family Leave
- Competitive salary packages!
- Company Pension