Job title: Customer Service Advisor (CSA)

Full Time Shift (35 hours per week - shifts between core operating hours of 7am - 9pm)

Reporting to: Team Manager

Department: Operations & Networks

Salary: £17,523.60 basic salary, + 7.5% shift allowance per annum

Contract type: Fixed Term until31st March 2015 (8 months) with the view to go permanent.

Job purpose

To provide advice to customers/partners in the provision of emergency vehicle/home assistance services. Liaising with our approved suppliers and contractors throughout the UK.

To Deliver High Quality Customer Service

 Understand and use the necessary programmes, applications and IT software systems
 Provide relevant and accurate information to every customer/partner on every call based on appropriate protocols, professional expertise and training.
 Ability to use initiative as well as all information resources available
 Ensure the customer expectations are met and exceeded on every call so as to successfully complete every case

To Deliver an Efficient Service

 Be proficient in all relevant IT applications / telephony to ensure case records are accurately maintained
 Call queuing awareness and willingness to respond appropriately at times of service pressure
 Answer calls adhering to standard response times protocols etc
 Accurate and timely completion of case notes/ logs / diaries for each customer
 Ensure all parties relevant to the provision of effective assistance are correctly notified and updated on a regular basis
 Process cases in accordance with department procedures and agreed authority levels
 Deployment of cases to appropriate and approved suppliers

To Work as an Effective Team Player

 Understand and demonstrate the culture and values
 Be aware of the structure and work of other teams and functions
 Proactively organise daily work, breaks and handover
 Know the strengths and weaknesses of colleagues
 Support and help colleagues
 Build effective communication skills with colleagues and managers
 Support call handling activity in other areas during times of high demand

Standard elements for all employees including managers and directors:

You are required to adhere at all times to all and any regulatory requirements that apply to AXA Assistance UK.

In the course of your duties, you are required to always consider the needs of the customer and how best you can serve them, for example always having regard to our requirements to treat our customers fairly.

 Carry out any other tasks as agreed with line managers

To Build Personal and Professional Development

 Maintenance of relevant professional qualification / accreditations.