Inbound Call Handler

Recruiter
Alfred Recruitment LLP
Location
Bristol
Salary
16000.0000
Posted
08 Feb 2017
Closes
08 Mar 2017
Contract Type
Permanent
Hours
Full Time

Following expansion our client, a well known Global Insurance company are currently recruiting for Inbound Call Handlers.

To be considered for these roles you will need to have previous experience within a Call Centre environment, preferably for an Insurance Company.

Purpose of the role:

To handle incoming client calls, relating to either ongoing or new travel insurance claim applications, ensuring all enquiries are dealt with in a professional, efficient and effective manner.

  • To deal with all telephone calls in a customer-focused way, ensuring that service levels and standards, including compliance, are maintained.
  • Take customer details and input correctly into internal systems and ensure the correct claims form is sent within 24 hours of notification, and in line with our standards.
  • To record and update customer information accurately.
  • To communicate clearly, accurately and effectively with internal and external customers.
  • To meet performance indicators, as agreed during performance reviews.
  • To regularly review and maintain knowledge levels for the job and keep up-to-date with departmental operational changes.

Experience/Technical Knowledge:

  • Previous experience within a Call Centre environment, preferably for an Insurance Company.

Other significant Role Requirements:

  • Good numerical skills and computer literate.
  • Excellent written and verbal communication skills.
  • Good planning and organisation skills in order to meet timescales.
  • Ability to identify problem issues and determine the appropriate course of action/redirection within department guidelines required to resolve issues.
  • Ability to work as part of a team or on own initiative.
  • A good understanding of FCA regulations and TCF (treating customers fairly).
  • Knowledge of Liberty claims system or a similar claims system.

Scope of Role:

  • Working as part of the Claims Call Handler Team, you will be required to work 37.5 hours per week, 08:30 to 17:00 Monday to Friday, to ensure all claims are dealt with on a daily basis to the required standard within agreed time frames. Some flexibility may be required to meet future business needs.