01892 860 909

info@flossagency.co.uk

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Senior Travel Claims Handler

Job Category: PA, Administration & Customer Service Other
Job Title: Senior Travel Claims Handler
Job Reference: 11885
Job Location: Croydon
Job Salary: £22,000 + £2,000 annual Bonus and LIfestyle Benefits
Job Type: Permanent

Actively support with managing daily workload and team performance. Continually seek ways to improve efficiency and quality of service, maintaining a culture which is driven to deliver a level of customer service indicative of the expectation levels of our clients. Support with coaching and development of the team to improve accuracy, quality and productivity. Provide real time team management support.

Hours

Thirty-Five hours per week. However, due to the nature of this role hours may vary in line with the needs of the business.

Main Duties

  • Communicate with customers and third parties by telephone/email/letter in a clear, concise and professional way
  • Assess new claims in accordance with policy terms and conditions within specified services levels and in line with department procedures
  • Identify and initiate potential recoveries from 3rd parties
  • Handle customer escalations in in a flexible and customer focused manner and refer any unresolved quality issues to the Customer Support team.
  • Provide objective and detailed reports as required to Customer Support
  • Be aware of, and take responsibility for, real time negative customer situations, ensuring that the appropriate levels of management are aware of any high profile or contentious issues.
  • Actively support the management of real time team performance to ensure that required service levels are achieved at all times
  • Support with team resource allocation as required
  • Provide daily coaching and support to our remote teams in addition to the internal team
  • Ensure that all information relevant to the department is effectively communicated to the team
  • Advise the Claims Service Delivery Manager of any additional training needs identified for team members
  • Ensure that quality auditing is completed with the required frequency, in line with company requirements and in specified timeframes
  • Investigate and resolve any claims data discrepancies and report such discrepancies to the Claims Service Delivery ManagerIt 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:
  • Excellent verbal and written communication skills
  • Experience of working in a Travel Claims environment including call handling duties
  • The ability to recognise and deliver excellent customer service
  • The ability to communicate at all levels
  • Strong coaching/mentoring skills
  • PC Literate, e.g. Word, Excel, Outlook
  • NumerateIt would be adventageous if you had good worldwide geographical knowledge and experience of supervising a teamIt is important that you hold the following personal qualities:
  • Excellent communication skills and ability to empathise when required
  • Proactive, quick thinking, flexible and adaptable to changing situations
  • Goal orientated
  • Sound decision making ability encompassing diplomacy and patience when required.
  • Mature and confident approach to work duties
  • High attention to detail and quality focus
  • Flexible and adaptable to changing situations
  • Team player
  • Ability to prioritise multiple tasks and work under strict timescales/under pressure
  • Self motivated and enthusiastic
  • Strong organisational and interpersonal skills.Occasional travel will be required (training support for our ‘remote working’ teams)
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