Customer Support Advisor

About the role

We are seeking a Customer Support Advisor to manage a caseload of motor claims while customers are using our hire vehicles. The role is based at our Fort Dunlop office in Birmingham, with a minimum of two days per week on‑site.

Key responsibilities

• Manage the hire process and quality‑check claims to avoid delays that could affect hire charge recovery.
• Accurately assess claim status and documentation on receipt of assigned claims.
• Validate claim type (credit repair, third‑party, or policyholder insurer) and ensure repair work is authorised.
• Verify that all required documentation meets standards and is recorded on the claim.
• Monitor timely processing of motor claims to meet targets, customer expectations and business objectives.
• Liaise with external partners such as insurers, solicitors, referrers and repairers to progress claims.
• Maintain regular contact with customers, providing updates and resolving issues during the hire period.
• Ensure all hire‑related costs are billed and recovered through efficient claims management.

Required profile

• Demonstrable experience in a fast‑paced, phone‑based customer service environment.
• Clear verbal communication with persuasive and assertive behaviour.
• Proficiency in using MS Office.
• Strong ability to prioritise workload and recognise urgent issues.

Required skills

• MS Office