Claims Assistant

Christchurch, Dorset
£16250 - £18000/annum
18 Oct 2016
17 Nov 2016
Contract Type
If you possess first class customer service skills and are dedicated in giving full customer satisfaction, then we have an exciting opportunity to work within a fantastic organisation.

Our client specialise in the provision of quality Customer Assistance and Claims Handing Services, predominantly to the Travel Insurance Market.

They have grown through the high standards of customer care that it provides. The Company is considered to be a predominant force in providing related services to the UK Travel Market.

They continue to grow through the dedication of their staff. In order to maintain this growth, it is essential that standards and quality levels are continually developed in tandem with the implementation of best practices.

The Role

Responsible for handling both incoming and outgoing calls in accordance with service level agreements and in keeping with the company’s customer care philosophy. You will be dedicated to seeing queries through from start to finish and ensure the best possible customer journey.

Key Responsibilities

-To act as a positive role model for the company at all times, promoting good working practices.

-Assisting and processing relevant claims queries.

-Process calls as efficiently and effectively as possible ensuring that accurate advice and responses are provided to callers at all times.

-Where investigation is required update caller and give an undertaking to ensure they receive full response within 24 hours.

-Ensure all calls are logged in the respective note pages.

-Ensure that any 'expressions of dissatisfaction' are handled appropriately and resolved where possible and logged on the respective call log system.

-Ensure that all 'extraneous calls' are logged on the respective call log system.

-Inform Team Manager of any escalated complaints.

-Advise Team Manager of any compliments received.

-Actively support the business activity of the call centre team ensuring that you actively support your colleagues and help create a good team spirit.

-Undertaking such other similar duties as may be required from time to time.


-Gains respect of the team through proactive management and support.

-Technical and product knowledge is extensive, resulting in customer confidence.

-Service levels and customer satisfaction.

-Technical and product knowledge.

-Action client queries in a positive and supportive manner

-Clear accurate notes detailing all points raised during call

-EoD's are logged in accordance with FSA guidelines

-Accurate information is reported back to partners

-Complaints are logged in accordance with FSA guidelines

-Celebrate successes

-Team works well together offering support and solutions

-Business requirements met at all times

Skills Required

As the successful candidate, you should have a good standard of education and be able to demonstrate good communication skills.

Ideally the role requires previous call centre experience or a customer service background.

This role requires a commitment to providing the highest level of customer care