Customer Service Advisor

2 weeks ago

Brighton, United Kingdom AIG Full time

An exciting opportunity has arisen to join our rapidly growing travel insurance business as a Customer Service Advisor within our Medical Assistance team on 1st July 2024.

**Who we are**:
AIG Travel is a global travel insurance business based in Brighton. Millions of leisure and business travers rely on Travel Guard®, AIG Travel’s portfolio of travel insurance solutions and global assistance services, to help them recover from unexpected circumstances that can interrupt their travel plans.

**What you need to know**:
Our Medical Assistance Coordinators (MACs) are the first point of contact for our customers across the globe who require medical assistance while travelling for leisure or for business. These are exciting roles for individuals ready to make a difference providing a positive impact to our customers when they need it most

Our MACs are customer centric, able to demonstrate empathy, are great at listening, have strong organisational skills with the ability to multi-task and prioritise, and they are fantastic team players.

**Some of the key responsibilities include**:
Provide practical help through finding solutions and advice to customers who may be distressed or vulnerable
Liaise with our in-house Medical team to coordinate medical assistance and emergency medical travel services for customers
Provide customer service support re policy cover, monitoring and reporting on patient status and coordination of travel emergencies,
Provide pre-travel advice, arrange medical appointments or hospitalisation abroad and coordinate air ambulances
Ensure all case handling is accurately documented in our system
Proactively handle escalated calls and ensure complaints are resolved
Work towards targets and key performance indicators (KPIs) to achieve business objectives

You will work a 4 on 4 off 12 hour shift pattern from 08:00pm to 08:00am from Monday to Sunday (including some public holidays).

**What we need from you**:
Some previous experience within a Contact Centre environment and previous insurance experience would be beneficial, however, full training is provided. You must be resilient, driven and self-motivated with a willingness to learn, and possess the following skills:
Fluent in Italian and English
Excellent written and verbal communication skills with empathy, respect and patience.
Customer service experience
Ability to multi-task and prioritise workload to meet targets and deadlines
Basic Computer skills, proficiency in Outlook, data entry, good numeracy, literacy and attention to detail
Ability to handle difficult conversations and solve problems

What can we offer you?

Comprehensive training and ongoing development
Competitive salary and bonus scheme
25 days annual leave, plus bank holidays
2 paid volunteering days each year
Optional private health insurance (including access to Bupa virtual GP service)
Life insurance and income protection
Excellent non-contributory pension scheme
Cycle to work scheme
Employee discounts and cashback on thousands of retailers

**What happens next**:
Enjoy benefits that take care of what matters

At AIG, our people are our greatest asset. We know how important it is to protect and invest in what’s most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security—as well as your professional development—to bring peace of mind to you and your family.

Reimagining insurance to make a bigger difference to the world

American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.

Welcome to a culture of belonging

We’re committed to creating a culture that truly respects and celebrates each other’s talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through our flexible work arrangements, diversity and inclusion learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The diversity of our people is one of AIG’s greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.

AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender,

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