Customer Service and Call Centres

First Contact Advisor Permanent

First Contact Advisor

First Contact Advisor

in Customer Service and Call Centres [email protected]

First Contact Advisor



Key Responsibilities

  • As the first point of contact for our customers, you will use a triage model to ascertain their requirements and support their journey through our business
  • Facilitating the completion of works, or connecting the customer with the relevant team
  • Accurate and timely processing of instructions relating to customer requirements, including validation of insurance claims, in accordance with internal and external service level agreements, policies and procedures
  • Manage queries and first line complaints from internal and external customers in accordance with the guidelines set by the Financial Conduct Authority, the company’s internal protocol and our clients’ expectations as agreed
  • Communicating and liaising with customers, insurance companies, key clients, field operations branches and engineers to ensure that jobs are managed efficiently and effectively

Skills and Experience

  • Experience of working in a telephony based, customer focused environment
  • Outstanding customer service skills with the ability to multi-task, manage on-going customer relationships, understand customer needs and deliver an individualised, tailored service
  • Knowledge of Outlook, Word and Microsoft packages
  • Effective, empathetic communicator
  • Resilient approach to working under pressure
  • Adaptable and flexible approach to work
  • Ability to work both independently and as part of a wider team to achieve our goals and objectives


  • Competitive Salary
  • Bonus / Commission
  • Health Care
  • Pension
  • And more!!

Please click apply below!


  • Location: Norwich, Norfolk
  • Job Contact: Daniel Nile
  • Job Hours: Full Time
  • Job Start Date: 08 Nov 2019
  • Last Application Date: 06 Dec 2019
  • Rate: £ 18,500 to £18,500 / Annum
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