Travel Claims Handler – Customer Service Advisor
Salary: £26,210 – £30,300 (depending on experience)
Location: Christchurch / Hybrid
Start Date: Monday 13th of October

Step into the role – join our immersive taster sessions in September!

Curious about what it’s really like to be a Customer Service Advisor at Charles Taylor?  Our upcoming hands-on taster sessions on Thursday 4th of September and Wednesday 10th of September will give you a real feel for the job. You’ll experience the key aspects of the role, explore both the technical and soft skills needed, learn about our company values, and meet team members who can answer your questions.

Why work with us?

• Comprehensive training – We’ll equip you with everything you need to succeed.
• Supportive team culture – You’ll work alongside colleagues who are ready to guide and mentor you.
• Career growth – We actively invest in your professional development.
• Positive workplace – Respect, recognition, and collaboration are at the heart of what we do.

About Charles Taylor Assistance

We’re a global leader in medical and security assistance, travel risk management, and travel and health claims solutions. We support international insurers and businesses, helping customers when they need it most.

The role

As a Travel Claims Handler, you’ll be the first point of contact for customers facing unexpected travel problems. You’ll listen, empathise, and guide them through the claims process — making a real difference at a difficult time.

Some calls can be challenging and emotionally charged. Our customers contact us when their holiday hasn’t gone to plan, so resilience and empathy are key.

Key responsibilities

• Assessing claims, confirming policy coverage, and gathering required documentation via phone and email.
• Resolving claims efficiently while delivering excellent customer service.
• Managing a high volume of calls and emails.
• Providing clear, accurate verbal and written guidance throughout the claims process.

What we’re looking for

• Confident communicator with strong telephone skills.
• High level of computer literacy and numerical ability.
• Previous customer service or call centre experience (preferred).
• Organised, detail-focused, and able to work well under pressure.
• Comfortable switching between phone and email communication.
• Naturally empathetic, with a genuine desire to help customers.
• Commitment to training and ongoing professional growth.

Salary & benefits

• Hybrid working (after successful probation)
• Salary: £26,210 – £30,300 DOE
• Career progression and development opportunities
• Free Health Cash Plan worth £1,700 per year
• Generous high-street rewards scheme
• Free travel insurance (subject to eligibility)

Our values

• Integrity – We do the right thing
• Collaboration – We are one team
• 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