Customer Service Advisor (Travel Claims)

£25,000 - £29,562 (DOE)

Christchurch / Hybrid 

Comprehensive training and embedding period 

** We are dedicated to investing in your training and career development, and we are seeking committed Customer Service Advisors to join our experienced team of Travel Claims Handlers**

Charles Taylor Assistance is one of the leading providers of medical and security assistance, travel risk management, and travel and health claims solutions. We support global insurers and businesses.

Essential requirements of the Travel Claims Handler:

• It is essential that you have high level of competency and confidence using computers
• Ability to work the contracted hours and maintain commitment throughout the training period and beyond
• Confident speaking to people on the phone with exceptional communication skills 
• Highly organised under pressure with a strong level of attention to detail  
• Ability to multi-task - switching between high levels of telephone calls and emails
• Ability to convey information in a simple and clear manner 
• Natural empathy and a flair for making a difference to our travel customers
• It is essential that you have previous customer service experience
• You should be mindful of diversity and inclusivity

Duties and responsibilities of the Travel Claims Handler:

• Evaluating claims and verifying the coverage of the insurance policy via email and telephone and collecting the necessary information and documents to proceed with a claim
• Resolving claims efficiently
• Answering a high call volume of calls and emails 
• Providing the customer with clear verbal and written guidance to ensure that the claim process is first class 

Salary and Benefits of the Travel Claims Handler

• Hybrid working (available after your 6-month probation period has been passed)
• £25,000 - £29,562 per annum 
• Fantastic opportunities for learning, development, and career progression.  
• Free Health Cash Plan worth £1700 per annum 
• Generous high-street rewards scheme for family and friends 
• Free travel insurance (subject to qualifying criteria) 
• Discounts on home and motor insurance 

More about the role:

As a Travel Claims Handler, you will serve as the initial point of contact for customers navigating unexpected events during their travels. You will empathise with their circumstances, comprehend their individual needs, and guide them through the claims process, making a meaningful difference in their lives.

Some calls may be particularly difficult and emotionally charged, as customers contact us during challenging times on their holidays. It’s essential to approach these interactions with resilience, compassion, and the ability to maintain professionalism without taking them personally.

Equal Opportunity Employer   

Charles Taylor is proud to be an inclusive employer. We provide an environment of mutual respect with zero tolerance to discrimination of any kind regardless of age, disability, gender identity, marital/ family status, race, religion, sex, or sexual orientation. We promote a transparent and fair recruitment and selection process, and all contribute to the successful, inclusive, and diverse culture and environment which we are proud to be a part of. 

Our values define who we are, what we stand for and how we behave. They guide how we work with our colleagues and our clients, today and in the future. By living our values every day when we come to work, we deliver better results for the world of insurance.

INTEGRITY: We do the right thing

COLLABORATION: We are one

AGILITY: We learn, evolve, and adapt

CARE: We are compassionate and human

ACCOUNTABILITY: We take ownership

To apply to this Customer Service Advisor vacancy, you must live and be eligible to work in the United Kingdom.

IMPORTANT

We provide a comprehensive training and onboarding programme for all new staff. This programme is the start of a learning journey which involves regular coaching, feedback and skill development. Our investment in you allows you to grow and progress for the longer term. For this reason, if you are in possession of a visa please note that we will be unable to consider you for one of our positions if you have less than 18 months remaining on your visa. If you have less than 18 months remaining on your visa, we may still consider you for one of our roles if you can provide one of the following:

• Clear evidence of family ties that would go on to provide you with the eligibility to extend your visa.
• Clear and current evidence that you qualify for a visa extension under the UK immigration laws and can also provide supporting documentation of this.

Contact information

Samantha Barber