Your new role
Your new role
We are looking for a professional, customer-focused Property Damage Support Agent to join
our fast-paced customer service team. In this role, you will be the first point of contact for
customers regarding claims raised through drivers, delivery centers, or direct reports. You’ll
use your communication skills, empathy, and problem-solving abilities to guide customers
through the claims process, manage expectations, and support resolutions whether or not
liability is accepted. If you thrive in a dynamic environment and enjoy building trust through
clear, professional conversations, we’d love to hear from you.
What you'll be doing
● Contact customers via phone and email to discuss claims raised through drivers,
delivery centers, or reported directly.
● Hold professional, empathetic conversations to gather full claim details and provide
clear guidance.
● Communicate decisions where liability is not accepted, ensuring calm, clear, and
professional dialogue.
● When liability is accepted, discuss the appropriate resolution—monetary allowance
or repair through a specialist.
● Develop an understanding of allowance levels for different types of damage.
● Negotiate with customers who may not accept the initial offer, outlining our
obligations and managing expectations.
● Work to strict deadlines and service level agreements (SLAs).
● Collaborate with third-party specialists, delivery center Management, Retail, and
Service teams.
● Maintain trust, confidentiality, and a business/customer-focused approach at all
times.
● Work a minimum of 2 days per week on-site at our head office in Doncaster
● Monday, Tuesday and Wednesday. 9am - 5.30pm . 1 hour dinner. - part time
The role is for you if...
● Strong verbal and written communication skills.
● Proven experience in customer service or claims handling (preferred).
● Ability to remain calm, professional, and empathetic during challenging
conversations.
● Confident negotiation and problem-solving abilities.
● Comfortable working in a fast-paced environment and managing multiple cases at
once.
● Strong organisational skills with the ability to meet deadlines and follow SLAs.
● Ability to build rapport and trust with customers and internal stakeholders.
● A business-minded approach with a focus on fair outcomes for both the company
and the customer.
● Experience working with third-party specialists or cross-functional teams is
advantageous.