New Claims Advisor

At AX, we are looking to introduce additional New Claims Advisors to join our team based in Birmingham. The focus will be to deliver a high-quality, telephone-based sales through service experience to AX customers following their involvement in a non-fault accident.

You will provide first line contact support to new customers, involved in non-fault accidents, converting that initial call into a new claim, through the provision of excellent service, attention to detail, recording of events and booking the damaged car in for the associated repair.

The role is 38 hours per week, with work on a rotational shift basis, with shifts between 8.00am-8.00pm Monday- Saturday on a rotational basis. Occasional Sundays and Bank Holidays may also be required

A little bit about us

AX is an accident assistance and after care service provider who deliver replacement vehicles to customers who have been involved in non-fault accidents.

We pride ourselves on keeping drivers driving and being experts at caring for people and cars. Our values of Inspired to Innovate, Always Respectful, Fully Accountable and Delivering Delight are embedded into our culture which puts people at the heart of everything we do.

We have a strong culture that puts colleague wellbeing first and believe that developing and engaging with our colleagues is fundamental to ensure we provide an industry leading service to our partners and our customers.

As a New Claims Advisor, your responsibilities will include:

• To effectively process, manage and convert all New Claims allocated in line with business requirements.
• To proactively communicate with referral partners (car dealerships, fleet companies, body shops, Brokers, and Insurers etc), customer (person driving the vehicle), third parties and colleagues over the phone to ensure we capture all relevant information in order to convert all New Claims coming into the business.
• To update the BackOffice system with accurate clear records of discussions pertaining to new and existing claims, next steps, and time frames.
• To deliver excellent customer service, supporting internal and external processes to help provide a smooth and efficient service to all partners and customers.
• Effectively using open questioning, active listening, and empathy skills to ensure all relevant claim information is captured and recorded; including location and road layout of accident, third party details, accident circumstances etc.

Our New Claims Advisor will bring the following skills and experiences to our team:

• Tenacious, personable and with good levels of emotional intelligence, resilient and have a keen attention to detail
• Demonstrable experience of working in a fast paced, target driven customer focused environment.
• Previous soft sales experience would be beneficial but not essential.
• The ability to learn new processes quickly and efficiently. Competent with using (MS Office) MS Word, Excel and learning new systems.
• Excellent verbal and written communication skills, persuasive and assertive with the ability to capture clear logical information.
• Proven judgment and decision-making skills including problem solving.
• Ability to effectively manage professional relationships with business partners and clients.
• Adaptable, tenacious self-starter who is results orientated.
• Able to work on own initiative as well as support the team and departmental goals and objectives.
• Results driven with demonstrable experience of achieving against targets.
• Demonstrate behaviour in line with Company values; Inspired to Innovate, Always Respectful, Fully Accountable, Delivering Delight.

Along with a salary of £22,880, you will also join a monthly bonus scheme of up to £3000 additional annual bonus, receive a range of benefits including 22 days holiday (plus bank holidays), rising to 27 with length of service, Bupa Healthcare, Life Insurance at 4 x salary, Employee Assistance Programmes, and ongoing professional development.

Are you concerned you don’t have all the requirements we would like?

Evidence shows that certain candidates are less likely to apply for a role if they feel they don’t meet every criteria or qualification.

AX is committed to supporting all communities we serve, through our dedication to creating an inclusive, diverse, and collaborative environment, where people feel comfortable being themselves at work.

If you are excited about the sound of this role and your personal values resonate with ours at AX, we encourage you to apply or contact us to register your interest in other opportunities.

Even if you think your skills and any experience doesn’t perfectly align, your values and core behaviours may.

Take a further look….you may be the perfect person for us - and us for you!

To apply for this role as New Claims Advisor, please click apply online and upload an updated copy of your CV.