Assistance Coordinator

2 weeks ago


Bridgend, United Kingdom Tokio Marine HCC Full time

**Job Purpose**:
To participate in the day to day operations of the On Call team by providing administrative and customer service support for allocated calls/tasks, including (but not exclusively): inbound assistance triage, after-hours customer service enquiries/support, inbound communication triage and the facilitation of financial transactions, whilst at all times displaying the highest possible standard of customer care.

***

**Key Responsibilities**:

- Adopts and positively displays TMHCC ‘Good Company’ ethics at all times.
- Ensures allocated incoming calls/ tasks are processed, maintained and validated accurately, in a timely manner and in accordance with agreed company service standards/KPI.
- Contacts/liaises with customers, internal/external colleagues and service providers in a professional and courteous manner, always seeking to successfully complete job requirements and responsibilities, whilst striving to professionally/swiftly resolve differences/queries.
- Ensures High Priority work is correctly identified and prioritised.
- Supports the Global Response Centre in all aspects of emergency medical & travel cases, ranging from lost passport/delayed baggage to life threatening medical/political/security situations.
- Practices team-spirit and customer/quality philosophies at all times.
- Ensures customers are treated fairly at all times.
- Ensures immediate referral to Team Leader/Line Manager of all complaint issues arising.
- Practices & promotes TMHCC core values at all times, to both internal & external contacts alike.
- Demonstrates a willingness to work any such additional hours as may be necessary to fulfil the employee’s duties, as reasonably required.
- Assists with Ad-hoc duties as reasonably required.
- Provides support wherever possible to fellow TMHCC team members, as appropriate and as reasonably requested.

**Skills and Experience Specification**:

- Preferred education level - A-Level (grades A-C) or Core curriculum GCSE (grades A-B)
- Motivated with good interpersonal, and communication skills.
- Enthusiasm, tact, diplomacy and flexibility.
- Keyboard/PC and general Microsoft ‘office’ skills, particularly Excel.
- An awareness and demonstrated willingness to practice customer care and quality philosophies.
- A willingness to work both as part of team and on own initiative.

“Tokio Marine HCC is a leading specialty insurance group with offices in the United States, the United Kingdom, Europe, and other locations. With the strength and stability that comes from being a member of the Tokio Marine group, and more than forty years of growth, profitability, and stability, we offer important insurance products that most people do not even know exist.



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