Customer Service

4 weeks ago


Bristol, United Kingdom Great American Europe Limited Full time

**Person Profile**:
Great American Europe Ltd (as part of the Great American Insurance International Division) prides itself on the people it employs. We fully understand that people are a key resource and with that, will help us grow and continue to be a successful company. We look for bright, motivated, engaged individuals who not only achieve or exceed their objectives but also have the enthusiasm, innovation, commitment and potential to grow alongside us.

**Required Competencies**:

- Customer Focus
- High Quality Work
- Initiates Action
- Innovative
- Adaptable
- Builds Working Partnerships
- Team Worker
- Engages in Continuous Learning

**Purpose of Role**:

- To promptly and equitably investigate and evaluate losses (including complaint resolution), ensuring that customers receive an exceptional service and are treated fairly.
- To handle customer service queries (including complaint resolution) for our English speaking customers.
- To work within the guidelines provided during training including FCA and Underwriters guidelines and assist Insurer Support Services where appropriate, within a team environment.

**Main Duties**:

- Answer phone calls and respond to enquiries within target timescales and make outgoing calls/correspond in writing, as necessary
- Confirm and verify details that are provided and accurately enter them into the database, and utilise database to accurately interpret and communicate data
- Review and respond to documents and miscellaneous correspondence within target timescales
- Investigate losses thoroughly to obtain pertinent facts about losses and record loss data information accurately in the database (including gathering all necessary documents to verify losses)
- Notify relevant parties of all losses received
- Arrange for timely repair or replacement of equipment with an approved supplier, loss payment and/or salvage
- Comply with recommendations made by relevant parties, and/or internal auditors
- Resolve customer complaints within target and regulatory guidelines ensuring that we treat customers fairly
- Translate documents as necessary
- Maintain weekly and/or monthly productivity and work completed reports as directed
- Support the wider team through demonstrating our values in work and behaviour, and working with the business to achieve goals

**Associated Responsibilities**:

- Carry out admin and filing tasks as relevant to the role in a timely manner
- Using language skills, product knowledge and cultural awareness, attend and participate in client training presentations
- Make outbound calls as required
- Any other, usually similar, responsibilities deemed suitable for this role

**Knowledge Required**:

- Ability to speak and write English fluently and to a professional standard
- Experience in a customer service/claims environment
- Awareness of cultural and working practices in the UK.

Pay: £24,000.00-£25,000.00 per year

**Benefits**:

- Company events
- Company pension
- Health & wellbeing programme
- Life insurance
- Private medical insurance
- Transport links
- Work from home

Schedule:

- Monday to Friday

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 1 year (required)

Licence/Certification:

- Right to Work in UK (required)

Work Location: Hybrid remote in Bristol

Reference ID: GAEL/CN/ISS



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