Customer Service Agents - 40 hours per week - Hybrid Working - Underground Services Team

Applications are invited from the UK Mainland only

We provide a national service for drainage and watermains claims across the UK, working as specialists on behalf of major insurance providers. 

We’re looking confident people with a natural instinct to help. People who give it their all, where no challenge is too big, no ask too great. Naturals when it comes to making conversation and at their best when thinking on their feet. As one of our Customer Service Operatives, your unflappable nature and personal approach will give our customers the confidence you’ll get right to the root of their problem. If you’re great at building rapport and trust, showing empathy and resilience, and going out of your way for people, then you’ve probably already got what it takes to succeed here.

Our Customer Service Agents deal with people from all walks of life every single day and some of them maybe vulnerable so you’ll need to be able to build rapport with customers quickly, speak clearly and listen intently whilst working out how to solve problems to keep our customers happy.

This is a role for the cool, calm and collected. All around the UK people depend on our services, so when things go wrong in their homes it can have a serious impact on their everyday lives. This means you will face plenty of challenges, from frustrated and upset customers, so you will need lots of patience and genuine empathy, but you’ll also be the one who puts a smile back on our customers’ faces, again and again.

Communication is key - we are looking for out-going people that understand that working from home and in the office is an environment where have to keep each other up to date and in the loop of where we are during any part of the working day

Working for CET is many things – exciting, challenging, rewarding, occasionally frustrating, - but it’s never dull. You’ll work with a diverse mix of people in a buzzing atmosphere and be part of a welcoming, inclusive community.

If you want to work in a lively, fun environment and you’ve got the skills we’re after, you know what to do, apply now!

The Package - Annual Salary

CET are accredited as a Real Living Wage Employer with the Living Wage Foundation. The real Living Wage is an hourly rate set independently and re-calculated annually based on what people need to meet their basic everyday needs.

The Living Wage is currently £12.00 per hour across the UK, £24,960 per annum based on working 40 hours per week and eligibility to participate in discretionary annual bonus scheme

Annual Leave - 22 days plus bank holidays plus 1 service day after 12 months' service and for 1 day for each year until the maximum of 3 days has been reached.

All the additional benefits that CET can offer you can be found on our careers page!

Mandatory Training

You will be required to attend a four week mandatory training period at Unit 7 Caxton Rd (Homeserve Building) ,Fulwood, Preston PR2 9NZ.

Monday to Friday - Start Time:  9.00 am (30 minute lunch break unpaid) Finish Time: 5.00 pm

Shift Patterns after mandatory training will be either one of the following;

9.00 am to 6.00 pm with a 60 minute unpaid lunch break OR

8.00 am to 5.00 pm with a 60 minute unpaid lunch break

You will be required to work one Saturday each month as the Underground services team are open 9.00 am to 1.00 pm and this would be paid to you as overtime

Location

The Underground Services Team are not permanently home based but work on a hybrid basis with the necessity to attend the office based in Preston on a fairly regular basis following your period of training, actual days to be on site/at home to be agreed.

Job Purpose

•  To manage the claims and carry out necessary requirements to ensure the claims progress quickly and efficiently and within our client SLA’s

• Dealing with complex claims and technical issues to allow them to move forward

• Liaising with client, loss adjusters and policy holders

• Assist with complaint resolution

• Own claim from cradle to grave

• To ensure invoice for all work is completed within claims life span set out by our clients and accurately records all costs

 Role and Responsibilities

Claims Handling

• Seek authorisation from Insurers if required to ensure repairs can be booked in.

• Regularly contacting policyholder’s to progress claims

• Access Permission for investigations/repairs.

• Ensuring any works are either under DA or have been authorised by the client

• All work above the designated threshold are approved before being scheduled

Enabling Contractors

• Requesting and obtaining quotes for enabling works

• Sourcing and arranging contractors for specialist works IE pressed concrete

• Coordinating work for teams along with the enabling contractors

• Providing PO Numbers to enabling contractors – updating the PO’s daily with correct costs.

ROL/MBE Claims

• Applications for New Connections

• Applications for Road Opening Licenses as required

• Manage claims that require Building Regulations authority.

• Shared Claims – Drainage & Water

• Discharge licenses

General Responsibilities

• Insurer Delayed

• Householder Delayed

• Schedule investigations

• Schedule repairs

• Cost checking for contractors to ensure correct use of rate cards

• Providing PO Numbers to enabling contractors and updating daily

• Dealing with day to day incoming calls in a professional manner

• ROL/MBE claims

• Access Permission

• Communication with our clients both verbally and in writing

• General claims administration as requested by the team leaders

• Preparing claims for invoicing

• Invoicing and closing of claims

• Undertaken closing calls on all claims

• Complaint resolution and recording

The above list is NOT exclusive

Essential/Desirable skills

• Clear and concise written and spoken communication skills
• Ability to present written information in a structured and balanced way, appropriate to the needs of the reader
• Ability to use IT platforms
• Experienced in dealing with incoming and outgoing calls
• Experience in customer care

At CET, we're creating an inclusive working environment where people from all backgrounds can succeed. Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and welcome applications from all sections of the community.

CET is a Disability Confident Committed Employer and we want to make sure that you have the best possible recruitment experience with us. If you have a disability or long-term health condition or need any adjustments to our process that would help you to perform to your full potential, please let us know.