Customer Service

6 months 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 the French 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 and French fluently and to a professional standard
- Experience in a customer service/claims environment
- Awareness of cultural and working practices in France.

**Our commitment to Diversity, Equity and Inclusion**

At Great American, we are an equal opportunity employer who value diversity and the unique perspectives each of our employees bring to the workplace. We are dedicated to attracting, developing and retaining a diverse, inclusive and authentic workforce that fosters creativity and enables our ongoing success.

Our goal is to create a workplace where all employees feel included, empowered, and enabled to perform their best.

**Respect for Others - making all feel welcomed and included** forms part of our Company Values and when you join us you’ll find a welcoming and open workplace where everyone’s voice is heard and supported.

**Salary**: £24,000.00-£25,000.00 per year

**Benefits**:

- Company events
- Company pension
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- 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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