Ops Processing Specialist and Customer Relations Advisor- Polish Speaker
Posted: 07/03/2025
Closing Date: 04/04/2025
Job Type: Permanent - Full Time
Location: Brighton, Brighton and Hove, United Kingdom
Job Category: Call Centre and Customer Service
Job Description
Travel Guard is a leading travel insurance provider, serving millions of leisure and business travellers worldwide. Established in 1982, we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centres across Asia, Europe, and the Americas, ensuring 24/7 support to help travellers navigate unexpected circumstances that may disrupt their plans.
As part of the Zurich Cover-More Group, we now have access to an extensive global network and resources, further strengthening our ability to deliver reliable, innovative, and tailored insurance and assistance for our customers.
So, what’s the job?
* You’ll carry out Customer Assurance activity including call and case monitoring.
* You’ll manage Quality Assurance (QA) in line with business requirements.
* You’ll be responsible for handling all aspects of customer complaints in line with local procedures and for identifying and recording root cause analysis.
* You’ll be responsible for responding to Customer Complaints through different mediums, i.e. the Customer Relations Inbox.
* You’ll support the service team ensuring procedures are appropriately followed.
* You’ll support our departmental company message and help to align others to achieve fair and reasonable customer outcomes, which may involve you attending workshop clinics.
* You’ll assist with Data Subject Access requests and collate data for the Data Privacy Lead, which can include retrieving and transcribing call recordings where required.
And what are we looking for?
* You’ll be fluent in written and spoken Polish and English.
* You’ll be educated to a minimum standard of 5 GCSEs (including Maths & English).
* You’ll have experience of handling complaints or quality assurance within the insurance industry, in line with Treating Customers Fairly.
* You’ll have proven experience in a customer service environment.
* You’ll have strong organisational skills for effective time management, along with the ability to multitask.
* You’ll have solid knowledge of Microsoft Office, including Outlook, Word, Excel, and PowerPoint.
So, why choose us?
We value optimism, caring, togetherness, reliability, and determination.
We have more than 1500 employees worldwide: we’re a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts, and customer service professionals. We share a global mission to look after travellers at every step of their journey.
Job flexibility. We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid work week policy ensures our employees maintain work-life balance with the flexibility of 3 days in the office and 2 days working from home.
Career growth. We want you to continue to learn, develop, and bring your ideas to the table. We want to hear what you think, and we want you to work with the business - not for the business!
Take the time you need, for you and your community. We encourage you to take the time you need when you need it. We offer regular annual and personal leave benefits along with anniversary leave, volunteer leave, and a comprehensive paid parental leave scheme.
Diversity and inclusion. We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are.
We also offer some fantastic benefits including:
* Health insurance
* Life insurance
* Income protection
* Company subsidised pension
* 25 days annual leave
* Short term incentive plan
* Employee reward and recognition scheme
* Flexible working opportunities
* Competitive family and parental leave programme
* Employee assistance program
* Volunteering leave
* Online learning and training opportunities
* Professional membership
* Work anniversary leave
Apply today and let’s go great places together!
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