About this role
Customer Service Advisor
Location: Wellingborough
Salary: £26,234 per annum
Vacancy Type: Permanent
Closing date for applications is Friday 10th July 2026.
Vizion Network is a forward-thinking organisation dedicated to fostering a positive and inclusive workplace culture. Located in Hull and Wellingborough, we pride ourselves on our commitment to employee development, wellbeing, and innovation.
Our mission is to attract, develop, and retain exceptional talent by fostering a diverse, inclusive, and respectful workplace where every employee feels valued, respected, and empowered.
We champion equity, recognising that our strength lies in the unique backgrounds, perspectives, and talents of our people.
Through transparent practices, continuous development, and meaningful engagement, we strive to create an environment where all employees can thrive and contribute to our shared success.
To provide professional administrative support within the Claims Team and to company Management / Directors. As a Customer Service Advisor, you will deliver the highest possible standards of customer service, be able to follow individual brand requirements and directives, ensuring that service level agreements and performance targets, both on an individual and team basis are maintained. The Customer Service Advisor is responsible for deployment, management and progression of motor claims relating to vehicle accidental damage, from initial contact, to repair handover and aftercare as required, keeping in close contact with the Bodyshop/Insurer and Customer throughout the repair process to ensure all SLA's are maintained and adhered to.
Role Profile
Ensure that you are kept fully up to date with SLA'sEnsure that you are aware and understand the KPI's the repairers are to adhere as a Vizion MemberEnsure accurate processing and deployment / reallocation of claim notifications to repairers via rules driven in house management system within SLATo ensure hire sheets are recorded and updated correctly to ensure costs to the business and clients are kept to a minimum by constant management of hire periodsProvide investigative feedback on any queries to the company and their clients where necessaryTo progress customer claims within the company's management system ensuring they are actioned within internally agreed SLA'sEnsure daily tasks are managed within agreed SLAsManagement of day to day body shop performance of KPIs, breaches, and cancellationsTo be responsible for building relationships within the repair network to ensure the smooth transition of customer repairs from start to finishAct as a first level point of contact for repair network members, clients, customers and team members and provide progress updates as requiredTo receive incoming calls and emails and act promptly, dealing with all enquiries or actions in a professional mannerMonitor personal and general inboxes and action emails within a timely mannerTo record all client issues and feed back to your Line Manager, Network Performance Analyst and the Management Team where necessaryAssist with any reporting requested for analysis and management of the department/region/clientLiaise with designated Network Performance Analyst and any other departments to seek assistance and resolution where requiredWork towards achieving targets set on a daily/monthly/annual basis provided by your Team Leader/ Line ManagerAssist with other Advisor's caseload as and when requested to ensure full service provisionEnsure that claims data is maintained and kept fully updated with information from all sources in a timely mannerTo ensure you provide accurate and detailed recording of all information utilising our management systems so as to provide comprehensive audit trailsPromote data security in and outside of the business at all times, strict adherence to DPA and information security standardsAdhere to stated Company Policies and Procedures and carry out all duties in a way which is consistent with our clients' valuesThe completion of duties as required from time to time by the Management TeamManage complaints in line with policy ensuring full and in-depth information is captured and logged to enable full reporting on Expressions of DissatisfactionEnsure that you process and resolve expressions of dissatisfaction within FCA Guidelines and internal/external SLA'sTo promote our business and that of our clients by providing exceptional and friendly service at all times Person Specification
First class communication skillsAccurate data input skillsAbility to build and maintain relationshipsAbility to work to agreed deadlines, targets and objectivesAble to work as part of a team as well as autonomously to a high level of accuracyGood planning and organisational skillsGood problem-solving skillsGood decision makerCommitment to providing a first-class service to customers and repairersCustomer focusedGood knowledge of Microsoft Office To Apply
If you feel you are a suitable candidate and would like to work for Vizion Network, please click apply to be redirected to our website to complete your application.