The role:
You will support customers who call in for assistance regarding their policy, providing accurate information in response to their enquiry. You will respond to enquiries relating to existing claims, and update systems with all conversations and documents received. You will handle customer escalations positively, ensuring that any unresolved issues are highlighted to your manager.
Working within the Travel Support team, you will report to the Travel Support Manager. You will contribute to regular team meetings and be supported through your initial training and beyond with our client's buddy system. You are encouraged to bring your ideas and highlight areas for improvement in processes.
Hours: 35 Hours per week. Shifts covering 08am to 8pm Monday to Friday, 9am to 5pm Saturday. You will be required to work 1 in 5 Saturdays with a day off in the week if worked.
You will:
- All customers are calling for help and therefore you will be required to handle all incoming and outgoing telephone calls in a helpful, friendly, polite and professional way.
- To proactively manage each claim ensuring that the customer receives the most appropriate service in a timely and cost effective manner.
- To monitor all aspects of the claim to ensure that all services are provided at the agreed time and that the customer is kept fully appraised of the progress.
- Handle first notification of loss (FNOL) calls empathetically, enter all relevant claims information accurately and agree the next course of action, whether our client is requesting further information or are able to fast track the customers claim.
- First thought should be to obtain any information in the quickest way, therefore proactive calls are essential to provide updates and request customer information.
- Assess new claims in accordance with policy terms and conditions, within specified service levels and in line with department procedures
- To ensure that the relevant Supervisor/Manager is informed of any service failure or potential problem.
- Identify and initiate potential recoveries from 3rd parties
About you:
- You must have insurance claims experience
- You must have proven experience of providing a quality customer service within a pressurised office environment
- You will have a genuine desire to provide a high level of customer service
- You must be able to effectively manage multiple cases
- You will have a high attention to detail and quality focus
- You will have a proven ability to prioritise multiple tasks and work under strict timescales/under pressure
- You must have an excellent telephone manner
- You will be PC Literate
- You will have good geographical knowledge
Ideally you will have a good understanding of the Travel Industry or Travel Insurance
2,045K Performance Bonus