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.
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 a...