As a Customer Service Advisor, I find everyday is different, resolving customer queries, arranging vehicle hire, dealing with repairers, engineers and insurers for example - pretty much any query. It’s not like a normal contact centre job where all you do is deal with bills or process sales.

Since I’ve been here my understanding of car accident situations, insurance cover and the legal sector has increased significantly as have my customer service and people skills.

You need to be friendly with a good understanding of people and efficient customer service skills - it’s a great role. The real job satisfaction is getting a thank you from a customer when you’ve done everything you can to deal with their queries - there’s nothing better. My Team Coach is always on hand to make sure things are resolved quickly and my Team Manager will deal with any queries that need to be escalated.

My Team Manager started with Auxillis as a Customer Service Advisor so I know the opportunity is there if I want to progress into other areas, but I’m happy where I am at the moment. The company has a great record for internal development.

Reasons to join Auxillis include the friendly environment and support you receive from fellow staff and managers. There’s a great team spirit here, everyone comes in with an open mind that today is a new day.

Working on Inbound calls, you are the first port of call for the non-fault clients who have been involved in an accident. Each call is different for us and each day is a new venture. From taking claims, answering customer queries and handling challenging cases – you never know what kind of day you’re going to have but it will never be repetitive and it’s always interesting!

My coach monitors calls and gives us pointers on the areas which can help me progress and my manager oversees the team and provides support to us where necessary.

You definitely need excellent communication skills to work on inbound calls as well as patience and knowledge of the highway code. Working here has improved my knowledge of car insurance and customer service skills too. Using my initiative to recognise how to deal with each customer’s needs, for example, giving empathy when needed and listening to what each customer has to say, it gives me job satisfaction knowing I have done my best to ensure each person is happy with the service.

I would say the best reasons to join Auxillis are the atmosphere the call centre has, as well as the new skills you learn each day. It’s not a typical sales role – you learn every day and that keeps me interested.

In Outbound Sales, there are two teams – Outbound and Auto Elite. Auto Elite deal with the repairer referral line, where the garage (rather than the insurer) send the customer details to us and we contact them.

The outbound team receives imports from the insurance companies and calls the customer to see if we can help by providing a hire vehicle.

I think that you have to have more empathy with customers than you do in other contact centres. You have to understand that these motorists have recently been involved in an accident. They may be hurt and they may have lost their vehicle - each customer claim is very different.

The main skills you need as an Outbound Advisor are customer service skills, IT literacy, and some sales experience is beneficial as we do sell additional services such as the collision damage waiver.

The most rewarding thing about working here is being recognised for your efforts. I’ve recently been transferred from the inbound team, so it’s great when managers recognise your potential - you can build a solid career here.

I am currently working in the Hire and Repair/Total Loss team where we deal with the claim once a customer’s car goes into the garage to have the damage assessed. We receive the engineer’s report which shows if the vehicle is repairable or not and update the customer accordingly. If a client’s vehicle has to be written off, we have to call them with the bad news.

We deal with the customer as empathetically and as professionally as possible to ensure that they fully understand the process for their claim. Helping the client through this stage is very rewarding.

To do well in this role, you must be IT literate, have excellent communications skills and an interest in how the car insurance and repair industry works - as well as great customer service skills. This isn’t a high pressure outbound sales role – it’s really interesting, you learn something new every day.

Working at Auxillis, I have definitely developed excellent customer service and communication skills. I have also seen my confidence boosted – before I wouldn’t even ring my own insurer but now I have the confidence to ring anyone!

You can also gain invaluable experience and skills within the insurance and motoring sectors, which is what made this role stand out for me. There are opportunities to progress and the stepping stones are in place should you want to move up within the company.