Senior Travel Claims Handler

Floss Agency
Croydon, Surrey
15 Jun 2017
15 Jul 2017
Contract Type
Full Time

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 Manager

It 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
It would be advantageous if you had good worldwide geographical knowledge and experience of supervising a team

It 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)