Customer Service Advisor (First Notification of Loss – FNOL)

Steer Automotive Group; Potters Bar; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading automotive group in the UK is seeking a Customer Service Advisor to join their team. This role involves being the first point of contact for customers reporting incidents, ensuring a seamless claims and repair process. The ideal candidate will have strong customer service experience, excellent communication skills, and the ability to multitask in a fast-paced environment, contributing to a high standard of customer care.

Benefits

Competitive salary

Performance-related bonus

29 days holiday increasing with service

Pension contributions

Flexible working options

Cycle to work scheme

Accredited ongoing training

Career progression opportunities

Qualifications

• Strong customer service experience in automotive or insurance.
• Excellent communication skills, both written and verbal.
• Strong organisational skills and ability to multitask.
• High attention to detail for accurate data entry.
• Confidence in using IT systems and CRM software.

Responsibilities

• Act as first point of contact for customers reporting claims.
• Capture and validate necessary claim details.
• Explain claims and repair process to customers.
• Liaise with insurers and manage claims efficiently.
• Support repair centre with administration and updates.

Skills

Strong customer service experience

Excellent communication skills

Strong organisational skills

High attention to detail

Proactive, problem-solving mindset

Job description

Competitive salary plus performance-related bonus

29 days holiday including public holidays, with additional days increasing with service

Pension contributions

parental leave and enhanced sick pay

Wagestream – financial wellbeing app (get paid when you want, save monthly, access shopping discounts, and more)

Flexible working options available

Cycle to work scheme

Benefits App – virtual GP appointments, employee assistance programme (EAP), high street discounts, discounted vehicle maintenance & repairs, and more

Accredited ongoing training through Steer Academy – fully funded by the business

Genuine opportunities for career progression

About the Role

Are you passionate about providing outstanding customer service? Do you thrive in a fast-paced environment where attention to detail and empathy make a real difference?

We’re looking for a Customer Service Advisor (First Notification of Loss – FNOL) to join our Steer Luxury team. In this role, you will be the first point of contact for customers and insurers reporting an incident, ensuring their claims and repair process is managed seamlessly from the very start.

Working closely with the Steer Luxury FNOL Team and liaising with customers, bodyshops, insurers, and third parties, you will play a vital role in delivering a first-class customer experience in line with our Steer Luxury standards.

Key Responsibilities

Act as the first point of contact for customers reporting a claim, delivering professional, empathetic and efficient service.

Capture and validate all necessary claim details, ensuring accuracy and compliance.

Clearly explain the claims and repair process, setting customer expectations on timelines and next steps.

Support customers with reassurance, empathy, and clear communication throughout their journey.

Liaise with insurers, accident management companies, and repair teams to progress claims swiftly.

Book repairs, allocate courtesy cars, and coordinate vehicle collection where required.

Maintain compliance with GDPR and FCA regulations.

Support the repair centre with administration and customer updates, including job packs and invoicing.

Contribute to team and department targets while maintaining high standards of service.

What We’re Looking For

To succeed in this role, you will have:

Strong customer service experience, ideally in automotive, insurance, or claims handling.

Excellent communication skills – both written and verbal.

Strong organisational skills with the ability to multitask and work under pressure.

High attention to detail and accurate data entry.

Confidence in using IT systems, CRM software, and claims management tools.

A proactive, problem-solving mindset with the ability to reassure and support customers.

Knowledge of insurance processes or vehicle repair cycles (preferred but not essential).

Why Join Us?

At Steer Luxury, you’ll be part of a dedicated, supportive, and high-performing team. You’ll receive full training, continuous development opportunities, and the chance to progress your career within one of the UK’s leading automotive groups.

If you’re ready to take the next step in your career and deliver first-class service in a luxury customer environment, we’d love to hear from you!