Responding to customer enquiries and issues in writing, utilising your written communication skills.

Providing telephone support and advice for e-commerce clients, utilising proven customer service skills.

Hours

35 hours per week between the hours of 0800 to 18:00 Monday to Friday. These hours may be subject to change in line with business needs. You will be given due notice of any changes.

Call Handling

• Handle all calls within performance targets in a professional manner following agreed sales scripts and procedures.
• Handle all external/internal enquiries and sales pro-actively, following agreed procedures.
• Carry out medical screening as and when required.
• Handle existing claims enquiries calls, communication claims outcomes where appropriate, referring to appropriate policy terms and conditions.
• Handle customer escalations in a positive way and refer any unresolved quality issues to your line manager.

Emails/Post

• Carry out all necessary enquiries and liaison to provide appropriate response.
• Respond to customer emails/letters within agreed timeframes in a professional manner following agreed procedures.
• Ensure that non-standard responses are checked by the Team Leader/Department Manager prior to being sent.

Accurate Data Capture and Input

• Capture all necessary information precisely and accurately.

General Administration

• Carry out administrative tasks as required within the department.

You will be responsible for the following;

Health and Safety

• To ensure that your work area is kept safe and tidy at all times.
• To abide by the Health and Safety Work Act 1974.
• To notify your Supervisor/Manager of any Health and Safety issues which may cause harm to fellow employees.

Training

• To advise your supervisor of any areas of work where you feel you require additional training.
• Be available for training on a new schemes / policy skills as required.

Quality Management System

• To work as a member of a team within the quality system and follow all documented quality procedures and instructions.

Key Performance Areas

• To work towards achieving 100% on all key performance area targets set for the department.

Appraisals

• To actively participate in and contribute towards individual appraisals, monthly team meetings and monthly one to one sessions.

Compliance

• To work within and be compliant at all times with all relevant regulations and legislation applicable to the role.

It is essential that you have a good standard of general education including an English Language and Maths GCSE or equivalent.

Further to this you must be able to demonstrate evidence of experience in the following areas;

• Experience of working in a quality customer service environment
• PC and internet literate
• Excellent telephone manner
• Good typing skills
• Excellent literacy skills
• Excellent written and verbal communication skills

It would be advantageous if you had good worldwide geographical knowledge and experience of working in a travel claims environment, in addition to working to targets.