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
Customer Claims Specialist
Birmingham (Hybrid)
£24,000 - £30,000 + £1,500 Bonus
Permanent
Job Title – Customer Claims SpecialistThe role:You will support customers who call in for assistance regarding their policy, providing accurate information in response to...

Job Title – Customer Claims Specialist

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.

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 8am 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


WAREHOUSE ASSISTANT
BIGGIN HILL, WESTERHAM
24K to 26K PA
Permanent
We have a great opportunity for a local candidate seeking a full-time warehouse position. Working for this successful and well-established company, your duties will include: Check Incoming Goods and Materials...

We have a great opportunity for a local candidate seeking a full-time warehouse position.

Working for this successful and well-established company, your duties will include:

  • Check Incoming Goods and Materials against delivery notes, barcode readers etc.
  • Perform production duties such as manual lifting, packaging, taping, labelling operations and sorting.
  • Providing stock control checks and provide regular updates to the warehouse manager and Quality Control Team regarding any issues
  • Report defective materials or material non-conformities to warehouse manager and the purchasing department.
  • Maintain the warehouse and stores area and equipment in a tidy, orderly condition and follow safety regulations and ensure security of the warehouse / goods in.
  • Perform related duties as required by the Warehouse/Stores Manager
  • Assisting with warehouse inventory controls, which typically involves using a hand-held scanner.
  • Completes shipments by processing and loading orders.
  • Manage packaging materials.

Key Skills, Knowledge and Experience

  • Reliable and conscientious
  • Keen eye for detail
  • Experience in a warehouse stores environment useful
  • Excellent attention to detail essential with the initiative to react in a timely manner
  • IT Literate MS Office and ability to learn new systems
  • Excellent communication skills in both verbal and written formats
  • Full driving licence
  • Able to lift and carry stock
  • Excellent team player
  • Self-motivated with a can-do attitude

Hours of work

Monday to Friday 0830 to 1700.

Other Info / Benefits

Training provided

Overtime available

On-site car parking

Private Medical Cover

Company Pension

Please note

Due to the location, candidates will need their own transport.

Hybrid Claims Handers
Croydon (Hybrid)
25K-35K PA + Annual Bonus of 1.5K
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...

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!

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
Customer Service Co-ordinator's (Hybrid)
Croydon (Hybrid)
27K PA plus 2K Annual Bonus
Permanent
Afternoon & Evening shiftsAre you looking for a busy and exciting position and do you have a passion for helping people!You will be delivering outstanding experiences by providing practical solutions and advice at a time when your help is...

Afternoon & Evening shifts

Are you looking for a busy and exciting position and do you have a passion for helping people!

You will be delivering outstanding experiences by providing practical solutions and advice at a time when your help is needed most. You will use your organisational skills in a kind and empathetic way, ensuring our customers are cared for at every step of the way. Dealing with both inbound and outbound calls, you will have excellent communications skills with the ability to stay calm under pressure.

Hours: This position is based on a 35-hour week and will include working weekends and bank holidays, covering shifts between 3pm and 11pm - Mon-Sun.

You will:

  • Handle all in and outbound calls in a helpful, polite and professional way
  • Provide proactive solutions to our customers
  • Monitor all aspects of the task to ensure all services are provided at the agreed time
  • To ensure all product and technical knowledge is applied at every opportunity
  • Handle all regulated complaints within the FCA complaint guidelines

About you:

  • You will have a good level of general education, including Maths & English A-C GCSE or equivalent
  • A genuine desire to provide a high level of customer service
  • Have the ability to effectively manage your own caseload
  • Able to show empathy and remain calm in a pressurised environment
  • Flexible and able to work a variety of shifts
CLAIMS TEAM MANAGER
Birmingham (Hybrid)
37k PA PLUS 3.5K BONUS
Permanent
THIS IS A HYBRID ROLE WORKING 3 DAYS PER WEEK IN THE OFFICE AND 2 REMOTELY.As a Claims Team Manager in a busy, fast paced claims department you will be responsible for leading, motivating and developing a team of Customer Claims Specialists...

THIS IS A HYBRID ROLE WORKING 3 DAYS PER WEEK IN THE OFFICE AND 2 REMOTELY.

As a Claims Team Manager in a busy, fast paced claims department you will be responsible for leading, motivating and developing a team of Customer Claims Specialists which delivers outstanding experiences to customers each and every day, whilst ensuring that all performance targets and KPI’s are consistently met

This position is based on a 35 hour week on shift basis. Hours will be between 8am to 8pm Monday to Friday, 9am to 5pm Saturday. However, our business can be unpredictable and there will be times when we need you to work longer.

You will:

  • Have excellent communication skills which are essential when working in a shift environment
  • Complete PDP for your team, understand career ambitions and aspirations and assist with future development
  • Set SMART targets, spend time listening to calls and providing side by side feedback and guidance
  • Ensure employee records are maintained and one-to-one meetings are delivered on time
  • Deal with any employee relations issues which may arise
  • Handle all regulated complaints within the FCA complaint guidelines
  • Work with the quality auditors to understand any performance or productivity issues within your team.

About you:

  • At least 2 years experience leading a claims team - this is essential
  • Experience of managing a team within a contact centre environment or similar
  • Experience within a claims.
  • Customer focused, results orientated and outcome driven
  • Ability to work effectively within a team environment where some reports are working remotely 24/7
  • Excellent leadership qualities & ability to delegate effectively
  • Commercially aware
  • Good standard of education
  • Strong knowledge of Microsoft office/in-house bespoke systems
  • Flexible and adaptable and happy to work shifts

Staff Benefits

You will receive excellent training for this role as we are dedicated to ‘Achieving Excellence Through Learning.’ You are always encouraged to bring your ideas and highlight any areas for improvement in processes.

In exchange for your expertise, experience and enthusiasm, the organisation will offer support in continuing your personal and career development, in addition to providing a wide range of employment linked benefits.

You will provided with competitive annual leave and contribute towards a company pension scheme. You will have access to a range of discounts on products, as well as vouchers and discounts for high street and online retailers. You will also benefit from a company bonus scheme, Private Medical Cover, competitive annual leave, annual Flu vaccination, annual Eye Care vouchers, discounted Insurance, Roadside Assistance free after 6 months’ probation, Corporate Social Responsibility and an Interest free season ticket loan after probation.

Job Type: Full-time

CUSTOMER SERVICE ADMINISTRATOR
Crowborough, East Sussex
UP TO 25K PA
Permanent
Plus salary incentive scheme / Free on site parking / 25 days paid Annual Leave + Bank hols. / Company Pension / Hour lunch break daily.This role is full time - 37 hours per week with a salary of up to £25,000 depending on...

Plus salary incentive scheme / Free on site parking / 25 days paid Annual Leave + Bank hols. / Company Pension / Hour lunch break daily.

This role is full time - 37 hours per week with a salary of up to £25,000 depending on experience. This will be a busy and varied role with a strong emphasis on customer service. You will be part of a supportive customer service team dealing with the day-to-day operation of the department.

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
  • Arranging maintenance Contractor liaison
  • 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
  • Raise purchase orders
  • Check and process invoices
  • Produce and send letters

Skills, experience and attributes required:

  • At least 2 years experience in a customer service role
  • Proficient in using Microsoft products and general IT literacy
  • Excellent organisational and time management skills
  • Excellent communication skills, both verbally and written
  • Ability to handle complaints and difficult situations
  • Able to work as part of a team, but also independently

This is a great opportunity to join a growing company with an exciting future.

P/T Financial Services Administrator
Tunbridge Wells area
Up to £16.50 per hour
Permanent
This is a fantastic opportunity for an individual seeking a part-time Admin / Client support role within the financial services sector. The role will involve: Dealing with clients over the phone and via emailMeet and greet...

This is a fantastic opportunity for an individual seeking a part-time Admin / Client support role within the financial services sector.

The role will involve:

  • Dealing with clients over the phone and via email
  • Meet and greet visitors to the office
  • Sending out correspondence and documents
  • Preparing quotations and processing application forms
  • Calculating fees, sending out invoices
  • Diary management and arranging meetings
  • Carry out market research
  • MS Excel to update spreadsheets
  • Ensuring client records are up to date

Experience:

Previous experience within financial services / FCA environment essential

A good understanding of wealth management products / services ideal

A high level of accuracy and attention to detail

Confident IT user namely Word and Excel

Excellent communication skills both verbal and written

A good level of numeracy and literacy

Hours of Work:

This will be a part-time role working 3 days per week (21 hours).

Workdays are flexible and there will be the option for hybrid working after successful completion of probation period.

Candidates will need to live in the local area - (Due to location, access to own transport is ideal)

On-site free car parking space available.