Client Liaison Coordinator

3 weeks ago

Esher, United Kingdom Optima Recruitment Full time

**A team of Client Liaison Coordinators are required to be responsible for providing a proactive, professional and timely responses to requests for assistance.**

**fun/vibrant offices** options to work from home** great benefits**
- Handle all calls in a prompt, courteous and professional manner with empathy and customer focus.
- Identify the nature of the callers needs through effective questioning and listening.
- Create case files capturing all relevant information accurately and provide a synopsis of each situation.
- Provide advice to customers and assist them through the insurance claim process.
- Confirm insurance eligibility of each claimant and ensure all data is captured accurately.
- Notify the client/claims handler/underwriter of all cases where applicable.
- Utilise the correct resources and provide the most appropriate and cost effective solutions in line with company and client policies and procedures.
- Ensure accurate reserves and costs are added to all case files.
- Obtain information from third parties in order to expedite the claims assessment process.
- Communicate with all parties on a regular basis and monitor all aspects of the assistance to help facilitate case progression.
- Allocate written correspondence to case files, escalating urgent or important correspondence to senior colleagues.
- Where applicable, escalate urgent matters to Senior Coordinators, Team Leaders and Operations Managers as appropriate.
- Ensure high risk and high profile cases are notified to the Team Leader or Operations Manager immediately.
- Keep up to date with business knowledge and all aspects of service requirements.
- Share experience, knowledge and expertise with colleagues, both in the department and throughout the company, to ensure the best service is delivered at all times.
- Actively participate in team meetings and one to one assessment sessions.
- Undertake and participate in your performance review identifying own personal development needs and taking action to achieve new skills and knowledge.
- Take responsibility and ownership for ensuring compliance to departmental and companywide policies.

- Act in a professional, polite and courteous manner towards others at all times.

- Adhering to compliance, FCA legislation and IS027001 procedures

**Person Specification**:

- Previous experience working in a telephone-based customer service role
- Excellent written and verbal communication skills.
- Good geographical knowledge.
- Must be able to speak and write English to a very good standard
- Specific language skills are an advantage.
- Knowledge and experience of working within the travel insurance arena is an advantage.
- Positive and can-do approach to all tasks.
- The ability to work calmly under pressure.
- The ability to build positive relationships with their team, managers, clients and peers.
- The ability to be responsive and empathetic to the needs of others.
- The ability to communicate professionally, employing excellent listening skills.
- To be able to build relationships with clients quickly over the telephone and respond respectfully and positively to the client’s needs.

**Additional Information**:

- Based in Esher
- £25-27,000
- 37 hours a week on a full shift basis including weekends and late shifts (late shifts and weekends can be home based)
- Shifts are: 7-4.30, 8-5.30, 12.30-10 (3-4 shifts a week)
- 5 weeks holiday + birthday day off
- Pension
- Healthcare scheme
- Fresh fruit in the office

Refer a friend and earn £100 If you have a friend who is also searching for a new opportunity in the local area, recommend Optima and if we place them (providing they complete their 3-month probation period), you will receive a £100 retail voucher of yourchoice

Please note that if you have not been contacted within 5 working days, then unfortunately on this occasion your CV has not been shortlisted.

Optima Recruitment Limited are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer.

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