First Response Claims Handler

5 days ago

Reading, United Kingdom First Bus Full time

**Are you a confident communicator with excellent customer service skills, looking for a new and interesting role?**

Transportation Claims Ltd, who are part of First Group, are looking for a First Response Technician to manage any new event notifications or insurance claims, reported to the Transportation Claims Ltd Call Centre.

**Welcome to First Bus**

Hello. First Bus is one of the country's largest bus operators - taking 1.6 million customers to their destinations every day. We're a forward-looking business at the forefront of bus technology, leading the way on contactless payments, mobile Apps and real time information. Our investment in state-of-the-art, new buses is just one part of our transition to a low-carbon future. It's an exciting time to be here.

**About the role**

As a First Response Technician, you will be answering inbound and outbound calls, in relation to insurance claims from members of the public and staff members.

You will enjoy engaging and communicating with a wide range of people, taking information from them efficiently whilst providing excellent customer service, in order to assist in investigating their claim.

You will not only be dealing with telephone calls, but also completing admin tasks back office to assist in the process and payment of successful claims.

This is a full-time role working 35hrs per week, Monday - Friday, on a shift basis;
Early Shift - 8am until 4pm / Mid Shift - 10am until 6pm / Late Shift - 12pm until 8pm

We appreciate how important it is for our employees to have the flexibility of working from home, so once you are fully trained, we are looking to implement hybrid working.

**What will you be doing?**
- Ensuring all new telephone notifications are dealt with in accordance with TCL standard operating procedures (SOPs) and adhering to key performance indicators (KPIs), in a proactive, efficient and effective manner
- Maintaining a consistent approach to inbound and outbound call handling. Being proactive whilst achieving delivery of world class customer service.
- Achieving full compliance with agreed best practices, as laid out by TCL Management and the FRU Team Manager
- Assessing liability and dealing with all calls within your authority levels
- Planning and managing your own workload, ensuring maximum quality and excellent throughput
- Ensuring operational excellence, by adhering to best practice in all claims and administrative processes
- To be vigilant at all times, ensuring that all potentially fraudulent claims are detected at the earliest possible stages
- Escalating all queries beyond your technical and/or authority levels to your Team Manager
- Assisting with any other tasks/projects, at the request of your line manager and / or the TCL Management Team
- Adhering to all FirstBus and TCL policies and procedures

**What are we looking for?**
- Excellent telephone manner
- Excellent customer service skills
- Literacy and numeracy skills are essential
- Demonstrable ability to listen, empathise and engage with staff and customers alike
- Excellent time management and organisational skills
- Good communication skills and ability to assimilate information quickly
- Ability to gain information with clarity and consistency, ensuring service standards are adhered to at all times
- Computer Literate

**Rewards & Benefits**
- Reading Town Centre office (opposite the train station)
- Competitive salary of £20K *Potential to move up to a **Senior First Response Technician with a salary of £21.5K** per year if a technician shows consistent high performance
- Basic health insurance cover (after probation period) with the option to upgrade
- Hybrid working (Coming Soon)
- Free bus pass for you and your family on joining
- 25 days annual leave + bank holidays
- First Xclusives - Discounts on many high street brands, supermarkets, holidays and cinema tickets, to name a few
- First My Rewards - Discounted train travel for you and your family after 6 months service - travel as far as London/Edinburgh for £6
- Cycle 2 work scheme
- Shares scheme
- Generous pension scheme
- Employee Assistance Programme - 24hr, 365 days a year mental health support

We put a big focus on physical and mental wellbeing at FirstBus. We recognise that anyone can be affected by the stresses and strains of work, or life outside it. You'll find a range of health-promotion initiatives, and you will have 24/7 access to our confidential Employee Assistance Programme.

We put a big focus on physical and mental wellbeing at First Bus. We recognise that anyone can be affected by the stresses and strain of work, or life outside it. You'll find a range of health-promotion initiatives, and you will have 24/7 access to our confidential Employee Assistance Programme.

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