Call Handler

3 weeks ago

Preston, United Kingdom HCL Technologies Full time

**Purpose of the role**:
HCL administers life and pension policies on behalf of clients. The role of a call handler is to support customers who contact IBS in connection with their policies.

Call handlers will work as part of a team providing an excellent and efficient service to our clients' policyholders by responding to verbal enquiries in plain English, keeping customer satisfaction at the core of every decision and behaviour.
- **In your first year all call centre employees are fully funded and supported through study sessions to enable to learn and pass the Life & Pensions foundation exam provided by the Chartered Insurance Institute (CII). This allows you continue your learning whilst doing the role and to build up your career portfolio further. For achieving this qualification, you will also be award with a pay increase too**_

**Role description**:
To respond to all customer queries from policy holders accurately in accordance with current service level standards in terms of timescales and quality. Responding will be done verbally and in writing where required to avoid unnecessary hand offs and achieve high first point resolution.

To provide excellent customer service and to focus on positive customer outcomes at all times escalating issues where these outcomes are at risk.

To take responsibility for achieving individual utilisation and quality targets and positively contribute to the embedded values and culture of Operational Excellence.

To comply with all regulatory requirements and processes, for example anti - money laundering and data protection in order to prevent breaches and identify fraudulent activity.

**Key tasks and responsibilities**:

- To respond to verbal enquiries received from policyholders, IFA's and third parties providing a "one stop" service where possible. Keeping customers informed of any delays in accordance with procedures and managing expectations whilst remaining professional and polite at all times.
- Process all calls to the agreed quality standards for correctness and fairness.
- To ensure that all enquiries are recorded correctly on the Company Work Management System, in order for work to be scheduled to the individual and the team and to provide an audit trail.
- Takes ownership of complaint resolution where possible or refers any customer complaints to the relevant department in order to maintain good customer relations and to minimise regulatory breaches.
- To participate fully in departmental and team meetings in order to relay information and promote effective communication and suggest process improvements as appropriate.
- Understands team role in delivering customer value by working with colleagues to ensure consistent performance.
- To work within industry compliance and legislative requirements under the guidance of the Team Leader, ensuring compliance with controls and procedures.
- To participate in project work where required whether sponsored by the department or other areas of the company.
- To undertake any other duties as may be deemed appropriate by the Team Leader.
- To demonstrate commitment to treating customers fairly through behaviours and results. This includes putting yourself in the policyholder's shoes, managing their expectations, keeping them informed and communicating with them in clear, plain English. (No jargon).
- To ensure that regulatory and audit requirements are met. To be aware of data security from a customer and business perspective and take responsibility for the prevention of fraudulent activity. Maintaining the data protection ideals of clear desk, secure storage and secure PC.
- To ensure that the requirements of all Company policies are met and acted on as necessary (for example whistle blowing, money laundering, dignity at work).
- To ensure that the business operating systems utilised are used correctly and professionally.
- To ensure that incidents are recognised and reported immediately in line with the incident management process.

**Working conditions (i.e. shift work, flexi time, overtime)**:

- 37 hours per week
- Flexible working hours (in line with business needs)
- 9-5 Mon - Fri + no weekend work

**Essential Criteria**

Education/Qualifications/ Training - GCSE Maths and English grade A-C

Specific Job Skills
- Good listening and questioning skills
- Strong verbal communication skills

Experience
- Computer literate and adaptable in using different software solutions
- Experience of working in a customer services environment

Experience working in contact centre preferred

Personal Qualities
- Calm, confident telephone manner
- Team player
- Thorough and accurate with attention to detail
- Flexible approach and self-motivated to develop knowledge and skills to continually improve

Core Competencies
- **H**onesty
- **C**hange
- **L**eader
- **C**ompliant
- **O**utcomes
- **R**esponsible
- **E**xcellence

Note: This is a description of the duties and responsibilities of the post at the date of production. Th

  • Interim Customer Call Handler

    3 weeks ago

    Preston, United Kingdom Page Personnel Full time

    3 month temp role with the possibility of being extended or going perm - Weekly pay **About Our Client**: Our client is the leading supplier for energy across the North West region. They are looking for a Interim Customer Call Handler to join their Preston team on a temp to perm basis! **As a Interim Customer Call Handler you will**: - Be first point of...

  • Call Handler

    7 days ago

    Preston, United Kingdom Lancashire & South Cumbria NHS Foundation Trust Full time

    Job summary The role would be suitable for those with experience of patient and service user contact, an excellent telephone manner and a strong customer focus. Comprehensive training will be provided to the right candidate The new service offers: A single referral point for GPs and other professionals A 24-hour telephone advice and support for...

  • Call Handler

    2 months ago

    Preston, United Kingdom Lancashire & South Cumbria NHS Foundation Trust Full time

    Come and join our Initial Response Service team.This is an excellent opportunity to be part of the crisis pathway to ensure people with mental health issues get the most appropriate support at the right time. There has never been a more exciting time to join our Trust. You will be part of delivering a significant transformation to the way services are...

  • Customer Service Call Handler

    2 weeks ago

    Preston, United Kingdom Infinium IT Limited Full time

    **A quote from a member of our Service Desk Team**: - “The team immediately made me feel welcome, it’s a friendly and supportive place to work, and since joining I have learnt so much. The role is challenging, with opportunities to learn new systems and technologies and progression routes within the company”._ **The comprehensive package and benefits...

  • Nwas Call Handler

    1 week ago

    Preston, United Kingdom North West Ambulance Service NHS Trust Full time

    New Year, New career? - Why not become a NWAS Call Handler. Be the person at the end of the phone when a member of the public calls 999 with a medical or traumatic emergency. you will gather as much information as possible, assess the situation, and provide clear, correct advice that could potentially save a life, whilst remaining calm under extreme...

  • Customer Service Adviser

    2 weeks ago

    Preston, United Kingdom Infinium IT Limited Full time

    **A quote from a member of our Service Desk Team**: - “The team immediately made me feel welcome, it’s a friendly and supportive place to work, and since joining I have learnt so much. The role is challenging, with opportunities to learn new systems and technologies and progression routes within the company”._ **The comprehensive package and benefits...

  • Pet Claims Handler

    2 months ago

    Preston, United Kingdom Davies Group Full time

    **Claims Handler** Davies are looking to recruit exceptional Claims Handler’s to join our growing Claims team in our Preston office. This role will place you at the heart of our customer journey and you will be the first point of contact in moments that matter to our clients. This role is diverse with exciting opportunities to develop your skills across...

  • Niche Claims Handler Preston

    1 week ago

    Preston, United Kingdom Davies Group Full time

    **Claims Handler - Preston** **Monday-Friday (1 in 3 Weekends on a rota basis); 37.5 hours** Davies are looking to recruit exceptional Claims Handler’s to join our growing Claims team in our Preston office. This role will place you at the heart of our customer journey and you will be the first point of contact in moments that matter to our clients. This...

  • Claims Handler

    1 week ago

    Preston, United Kingdom Davies Group Full time

    **Travel Claims Handler** **Why would you join Davies?** At Davies people are at the heart of all we do, out values state that we succeed together, and it is this, that makes the business a great place to work! You will be valued and supported and receive excellent benefits including but not limited to: - Reward platform - discounts for over 800...

  • Commercial Customer Account Handler

    2 months ago

    Preston, United Kingdom Bell Recruitment Full time

    **Commercial Customer Account Handler** **Monday - Friday Full Time** **Hybrid / Preston** **£21k - £22k per annum** We are recruiting for a well established insurance specialists who deals with all types of insurance policies which include Motor Trade, Commercial, Property and Fleet Insurance. **Key areas of responsibility include** - Ensuring...

  • Automotive Services Claims Handler

    2 weeks ago

    Preston, Lancashire, United Kingdom Ad Warrior Full time

    Automotive Services Claims Handler Location: Preston (Hybrid) Salary: £22,800 per annum (Plus bonus and benefits package) Hours: Full Time and Part Time hours available Fast growing, technology led company that delivers market leading (and award winning!) solutions and services to motor insurers reducing exaggerated claims costs. Our clients are the UK’s...

  • Pet Claims Handler

    2 weeks ago

    Preston, United Kingdom Davies Group Full time

    Davies are looking to recruit exceptional Claims Handler’s to join our growing Claims team in our Preston office. This role will place you at the heart of our customer journey and you will be the first point of contact in moments that matter to our clients. This role is diverse with exciting opportunities to develop your skills across a range of accounts...

  • Automotive Services Claims Handler

    4 weeks ago

    Preston, Lancashire, United Kingdom Ad Warrior Full time €22,800

    Automotive Services Claims Handler Location: Preston (Hybrid) Salary: £22,800 per annum (Plus bonus and benefits package) Hours: Full Time and Part Time hours available Fast growing, technology led company that delivers market leading (and award winning!) solutions and services to motor insurers reducing exaggerated claims costs. Our clients are the UKs...

  • Automotive Services Claims Handler

    4 weeks ago

    Preston, Lancashire, United Kingdom Ad Warrior Full time €22,800

    Automotive Services Claims Handler Location: Preston (Hybrid) Salary: £22,800 per annum (Plus bonus and benefits package) Hours: Full Time and Part Time hours available Fast growing, technology led company that delivers market leading (and award winning!) solutions and services to motor insurers reducing exaggerated claims costs. Our clients are the UKs...

  • Automotive Services Claims Handler

    2 weeks ago

    Preston, Lancashire, United Kingdom Ad Warrior Full time €22,800

    Automotive Services Claims Handler Location: Preston (Hybrid) Salary: £22,800 per annum (Plus bonus and benefits package) Hours: Full Time and Part Time hours available Fast growing, technology led company that delivers market leading (and award winning!) solutions and services to motor insurers reducing exaggerated claims costs. Our clients are the...

  • Automotive Services Claims Handler

    3 weeks ago

    Preston, Lancashire, United Kingdom Ad Warrior Full time €22,800

    Automotive Services Claims Handler Location: Preston (Hybrid) Salary: £22,800 per annum (Plus bonus and benefits package) Hours: Full Time and Part Time hours available Fast growing, technology led company that delivers market leading (and award winning!) solutions and services to motor insurers reducing exaggerated claims costs. Our clients are the...

  • Call Handler Icc

    2 months ago

    Preston, United Kingdom North West Ambulance Service NHS Trust Full time

    By joining the North West Ambulance Service, you will have the opportunity to develop your career but also contribute to the well-being of our community, make a positive impact and be the first voice someone can rely on during their time of need.

  • Niche Claims Administrator

    2 weeks ago

    Preston, United Kingdom Davies Group Full time

    **Claims Handler - Preston** **Monday-Friday (1 in 3 Saturdays on a rota basis); 37.5 hours** Davies are looking to recruit exceptional Claims Handler’s to join our growing Claims team in our Preston office. This role will place you at the heart of our customer journey and you will be the first point of contact in moments that matter to our...

  • Claims Coordinator

    3 weeks ago

    Preston, United Kingdom Davies Group Full time

    **Claims Handler - Preston** **Monday-Friday (1 in 3 Saturdays on a rota basis); 37.5 hours** Davies are looking to recruit exceptional Claims Handler’s to join our growing Claims team in our Preston office. This role will place you at the heart of our customer journey and you will be the first point of contact in moments that matter to our...

  • Niche Claims Co-ordinator

    2 weeks ago

    Preston, United Kingdom Davies Group Full time

    **Claims Handler - Preston** **Monday-Friday (1 in 3 Saturdays on a rota basis); 37.5 hours** Davies are looking to recruit exceptional Claims Handler’s to join our growing Claims team in our Preston office. This role will place you at the heart of our customer journey and you will be the first point of contact in moments that matter to our...