07563 559 137

info@flossagency.co.uk

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Welcome

Floss Agency is a dynamic forward thinking employment agency based in Tunbridge Wells. It serves companies and organisations in the South East. Floss’s reputation has been built by offering a personal but professional service that has been established for over 5 decades.

Floss provide quality permanent and contract staff.

“Floss were really supportive every step of the way! I’d recommend Karen and the team to anyone.”
Polly Rivers
Senior Customer Claims Specialist
Birmingham (Hybrid)
£27,000 - £35,000 + £1,500 Bonus
Permanent
Job Title – Senior Customer Claims SpecialistLocation – Birmingham – Hybrid/OfficeSalary - £27,000 - £35,000Bonus -...

Job Title – Senior Customer Claims Specialist

Location – Birmingham – Hybrid/Office

Salary - £27,000 - £35,000

Bonus - £1,500

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 be report to the Travel Support Manager. You will contribute to regular team meetings and be supported through your initial training and beyond with our buddy system. You are encouraged to bring your ideas and highlight areas for improvement in processes.

You will support managers in motivating and developing the team to consistently achieve our agreed client service levels.

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:

  • Support your Manager by taking the time to plan shift based on volume and resource available. Identify any potential fall in service levels and discuss appropriate steps to resolve with the management team.
  • Support the claims team with customer queries, live case management & complaint handling
  • All customers are calling us for help and therefore you will be required to handle all incoming and outgoing telephone calls in a helpful, friendly, polite and professional way.
  • Handle first notification of loss (FNOL) calls empathetically, enter all relevant claims information accurately and agree the next course of action, whether we are requesting further information or are able to fast track the customers claims
  • 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.
  • Our 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
  • Support managers in monthly team meetings and effectively communicate to the team relevant department information

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


SALES SUPPORT ADMINISTRATOR
Tunbridge Wells
22K - 24K PA + £130 Monthly attendance bonus
Permanent
Plus a monthly bonus of £130 and early finish every FRIDAY!Based at our client's office in Kent, reporting to the Commercial Manager, this role will be important in providing a first class service to their customer base. You...

Plus a monthly bonus of £130 and early finish every FRIDAY!

Based at our client's office in Kent, reporting to the Commercial Manager, this role will be important in providing a first class service to their customer base. You also will be part of a small and helpful team.

Main duties:

1.To provide excellent customer service to new and existing customers

  • This will involve dealing with queries raised from an existing client base as well as liaising with new clients.
  • Providing quotations for products and optimising existing business.
  • Carry out call backs to ensure client satisfaction.

2.To assist with general administrative duties as required

  • Inputting orders onto the system
  • Raising and placing orders onto SAGE
  • Processing card payments
  • Sending and receiving emails
  • Sending out catalogues

3.To work as an effective member of a small team

  • To liaise with warehouse regarding customer orders and stock availability
  • Liaise with client partners and courier companies
  • Providing support to the field sales team by following up on leads
  • Keeping colleagues up to date

Hours of work:

Monday to Thursday - 0830 to 1700

Early finish every Friday - 0830 to 1430

Benefits:

  • On-site car parking
  • Attendance bonus
  • Health Care Assistance
  • Employee Assistance Programme
  • 30 days annual leave to include bank holidays
  • Additional day annual leave for your birthday
  • Pension
  • Life Assurance






CLAIMS HANDLERS - HYRBRID
Birmingham (Hybrid)
24K - 35K PA (dep. upon exp.) + Annual Bonus!
Permanent
Do you have current or previous claims handling experience and are you looking for your next challenge? If so, we would love to hear from you so that we can tell you more about this great place to work! Working 3 days in the office a 2 days from...

Do you have current or previous claims handling experience and are you looking for your next challenge? If so, we would love to hear from you so that we can tell you more about this great place to work!

Working 3 days in the office a 2 days from home!

Details:

  • 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 we are requesting further information or are able to fast track the customers claim.
  • Our 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 will be professional and have great communication skills both verbally and written.
  • You must have a minimum of 1 year claims handling experience. (This is non negotiable).
  • 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 will be PC Literate.

Hours of Work:

Based on a 35 hour working week with shifts ranging from 0800 starts and finishes up to 2000 Monday to Friday. There will be a Saturday requirement which works out 1 Sat every 5 weeks.

Benefits:

  • Company Bonus Scheme
  • Private Health Cover
  • Company Contributory Pension
  • Free Breakdown Cover on a vehicle
  • Life Assurance
  • Competitive Annual Leave
  • Employee Assistance Scheme
Sales & Service Coordinators
Croydon, Surrey
24K plus 2K Annual Bonus (paid quarterly)
Permanent
Location of work: Croydon / Hybrid (3 days in the office and & 2 days from home)Annual Bonus (paid quarterley): £2,000.00The role: You will be providing a...

Location of work: Croydon / Hybrid (3 days in the office and & 2 days from home)

Annual Bonus (paid quarterley): £2,000.00

The role:

You will be providing a professional, efficient and proactive service, reflecting the brand values. You will be receiving inbound calls from customers wishing to renew their warranties in line with the principle of treating customers fairly. You will be utilising your skills to ensurethat customers are provided with all relevant information relation to services and products. You will have strong administration skills and excellent attention to detail to ensure in house and client systems are maintained and updated. You will be handling a high volume of in and outbound calls quickly and efficiently.

Hours: 35 hours per week, Monday to Friday 8am – 4pm / 9am – 5pm / 10am – 6pm. These rotate each week.

Plus 1 in 3 saturdays you will be required to work9am - 1pm with one half day in the week.

Skills:

  • Educated to GCSE standard or equivalent, including English and Maths
  • Good working knowledge of MS Word & Excel
  • Able to communicate confidently with clients, customers and suppliers
  • Basic understanding of FCA
  • Flexible / adaptable and able to work under pressure

Benefits:

  • Fantastic, modern working environment
  • Competitve Annual Leave
  • Company Contributory Pension Scheme
  • Peformance Bonus
  • Health Care Plan
  • Life Assurance
  • Discounts on services / products
  • Employee Assistance & Wellbeing Scheme
Office Manager
Tunbridge Wells
Actual Salary is 30K PA
Permanent
This role would suit a well organised person who is able to multitask and juggle various responsibilities. Interested candidates will have excellent verbal and written communication skills along with strong IT skills including MS Word and MS Excel.You...

This role would suit a well organised person who is able to multitask and juggle various responsibilities. Interested candidates will have excellent verbal and written communication skills along with strong IT skills including MS Word and MS Excel.You will be comfortable liaising with a wide range of colleagues from Directors to colleagues out in the field.

Key Responsibilities:

Personal Assistant

Organising diaries and arranging meetings

Fielding calls and emails

Organising travel arrangements

Researching internal projects

Gatekeeper to CEO

Office Management

Balancing office admin budget

Ordering stationery and equipment

Supervising, monitoring and engaging contractors (cleaning / building maintenance / waste etc)

Reviewing and implementing the company's health and safety policy, fire safety and associated policies to maintain compliance with good practice and legal requirements

General office administration (postal needs, couriers, stationary, cleaners, kitchen supplies, equipment vendors and IT outsource providers for support of telephone systems, network infrastructure, mobile telephones and internet)

HR

Supporting the HR Team

Liaising with colleagues and dealing HR queries

Maintaining company HR documentation

Arranging paperwork, offer letters and induction for new joiners

Maintaining Company policy and procedures in respect of holiday leave, sick leave and administration of associated systems

Organising training and development of staff in coordination with departmental heads

Organising staff uniforms and monitoring stock levels

Hours of Work

Monday to Friday 0900 – 1730

Benefits:

In return for your experience, you will receive 25 days paid annual leave plus all bank holidays (annual leave rises with length of service) / company contributory pension scheme / Health & Lifestyle benefits / Free on-site car parking.

Customer Service Administrator
Crowborough, East Sussex
Up to 26K PA
Permanent
We are looking for a confident person with an excellent customer service and communication skills.The ability to manage and monitor workflow with strong attention and problem solving skills is also important.Main tasks and...

We are looking for a confident person with an excellent customer service and communication skills.

The ability to manage and monitor workflow with strong attention and problem solving skills is also important.

Main tasks and responsibilities:

  • To provide an efficient and effective service to customers
  • Update and maintain company software
  • To accurately record and monitor queries on the company database
  • Answer telephone calls and queries professionally, accurately and consistently
  • Monitor, manage and action incoming emails
  • Liaise with customers on the progress of their enquiry
  • Raise jobs sheets, chase up and monitor progress
  • Liaise closely with contractors
  • Reviewing Lease Agreements and Contracts,
  • liaising with Solicitors and other professional bodies
  • Raise purchase orders
  • Check and process invoices
  • Produce and send letters
  • General day to day administration tasks

Skills, experience and attributes required:

  • At least 2 years experience in a customer service role
  • Proficient in using Microsoft products and general IT literacy
  • Committed to providing a high standard of customer care
  • Excellent organisational and time management skills
  • Excellent communication skills, both verbal and written
  • Experience with handling legal processes and documentation desirable
  • Ability to handle complaints and difficult situations
  • Ability to manage and prioritise own workload
  • Able to work as part of a team, but also independently

Hours of Work:

Monday to Friday - 37 hours per week.