12 Month Fixed Term Contract - Customer Service Representative – 40hrs

ISS Restoration, including Rainbow International and ISS Restoration Commercial Managed Operation, provide Disaster Recovery Services alongside a variety of Commercial Services to Insurers, Loss Adjusters and B2B clients throughout the UK. We currently have the following internal vacancy: Customer Service Representatives

Reports to: Customer Service Manager – ISS Restoration (Rainbow International)
Location: Office based – Mansfield, currently home working on a temporary basis until returning back into the

office environment

Main Purpose: To receive incoming calls from all clients, third party suppliers, network and customers and process any new instruction received by e-mail, fax and telephone and assist with the management of the central mailbox’s, providing timely and accurate responses as required. To contact the customers for the damage details and booking of the first visit. To also proactively manage clients expectations and service level requirements through the accurate processing of new work instructions, professional call handling and providing of accurate information and updates to clients.

Key Responsibilities:

  • To be responsible for taking all new instructions across the division both domestic/commercial and direct from customers
  • Obtaining the maximum amount of information available at the point of taking a new instruction and undertaking further enquiries with the LA’s, Insurer’s or other party’s branch office to obtain any missing information
  • Triaging new instructions across the division by evaluating the type and size of the project and directing to the appropriate branch (network v commercial)
  • Desktop initial validation of contents claims and appointing of 3rd Party suppliers direct
  • Undertaking the first “Call Back” to the policyholder/site contact explaining our involvement and confirming that we will be contacting them shortly to arrange an appointment
  • Work with the PM/PLT to confirm availability for visit or escalate to RM where necessary with call back to customer to book initial visit and confirm back to PM/PLT
  • Updating our systems on a continual basis with relevant job information/call logs and documentation
  • Ensure customer service levels, KPI’s and compliance are adhered to and updating of external clients own systems
  • Striving to continually improve and update the FNOL processes through experience and volume.
  • To provide support in processing claims and calls as part of the Customer Service Department
  • To undertake any other ad hoc duties as required across both sides of the division
  • Proactively and effectively manage own workload

It is expected that the successful candidate will have experience/skills in in the following areas:


  • Possess a good standard/educational grade in English Language and Mathematics to at least grade C level or equivalent
  • Possess a good standard of IT literacy and good working knowledge of Microsoft applications


  • Must have a high level of verbal and written communication skills
  • Ability to achieve deadlines and use own initiative
  • Excellent organisational skills and the ability to communicate and work efficiently with customers, employees and teams at all levels
  • Accurate data entry
  • A high-level focus on the achievement of targeted results
  • A high level of flexibility

For further information or to apply for this role please contact Kay Crampton [email protected]