Claims Call Centre Agent

5 months ago


Ashford, United Kingdom Saga Full time

Job Introduction
**Claims Call Centre Agent**

**Salary - £23,400 per annum**

**Permanent**

**FT - 37.5 hours per week**

**Kent Hybrid**

**Start Date: Wednesday 15th May**

As one of our Claims Handlers working with the First Notification of Loss (FNOL) team, you will be the first person our customer speaks to after they have had an accident in their vehicle. In this role, you will have the opportunity to positively impact customers’ lives and make a real difference as they navigate through their claims journey.

You will be speaking to up to up to 20 customers per day and taking ownership of the customer’s journey, going above and beyond for each customer, overcoming and finding solutions to their queries and complaints should they arise. If you thrive on a challenge, are at your best when you’re busy and can achieve stretching targets then this is the job for you

Working as a Claim’s Handler within our First Notification of Loss department you will be the first person our customer speaks to after they have had an accident in their vehicle. This can vary from a minor collision whereby our customer has scratched the bumper to their vehicle, all the way through to a multi-car pile up on the motorway, resulting in our customers vehicle being immobile and requiring collection from the roadside.

Our Claims Contact Centre opening hours are 8am - 8pm Monday to Friday and 9am - 5pm Saturday. Shifts will be 37.5hrs per week across 5 days.

At Saga, we offer total flexibility over where you work. You choose a place that you feel most comfortable and productive, either from home or in one of our hubs. Typically our claims teams come together every couple of months at one of our hubs in Kent (Ashford or Sandwich)

Main Responsibilities
As one of our FNOL Claims Handlers you will be taking calls from our loyal customers on a daily basis about their car insurance claims**.**

Your accountabilities will include;
- To provide our customers with exemplary service by dealing with all calls efficiently, accurately, and promptly
- To contribute proportionately to the Team’s achievements of all KPIs, as set by the Team Manager
- To meet and exceed the quality standards set by Saga in handling calls and ensure that all promises to our customers are fulfilled
- To give flexibility in working arrangements to ensure customer demands are satisfied
- To use questioning and listening skills to fulfil customer requirements and needs
- To develop and keep a thorough understanding of all products and processes
- To be able to deal with demanding situations in an empathetic and professional manner
- To keep client confidentiality always
- To be able to investigate and resolve any customer complaints delivering first-class customer service

To be a successful claims handler, previous experience in customer service is essential. Whilst a background within a contact centre environment would be desirable, we are open to any area of customer service.

You will be given an initial 2-week training before taking calls to help our customers with their claims. This will allow you time to learn and embed the first part of our customers journey. You will then have a 4-week support plan to help you grow and succeed in the role.

Other skills and experience required include:

- Excellent verbal and written communication
- Ability to collaborate with team members and develop relationships cross-functionally and remotely in a team environment
- Natural tendency to quickly problem-solve in the most stressful situations
- Excellent time management capabilities with strong attention to detail
- Ability to multitask and prioritise accordingly based on assigned deadlines
- Strong ability to manage difficult situations and challenging customers
- Capacity to take ownership of resolving the customer issue and act as an advocate
- Capability to learn new systems and tools in a fast-paced environment
- Curiosity to ask questions and think critically to uncover root cause of customer issue

About The Company
Over the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.

At Saga we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement. We value diversity not just because it is the right thing to do, but because diverse teams perform better.

**_Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner._**

LI-Remo



  • Ashford, United Kingdom Saga Full time

    Job Introduction **This is a hybrid role which means you’ll be based at home but with regular days in the office to collaborate with colleagues. So, it’s important you live within a reasonable commuting distance of our office in Ashford.** Main Responsibilities **What you’ll do** Our colleagues play the most important part in creating exceptional...

  • Call Centre Agent

    6 months ago


    Ashford, United Kingdom Neilson Financial Services Full time

    **Who are we?** We are a successful financial service sales contact centre based in central Ashford! We are looking for talented Sales Agents to join our team here, who want to progress their careers and earn lots of money through sales! Neilson Financial Services is a leading specialist provider of innovative, simple and great-value direct life insurance...

  • Call Centre Agent

    6 months ago


    Ashford, United Kingdom Home Services & Repairs Ltd Full time

    Duties: - Handle inbound and outbound customer calls in a professional and courteous manner - Provide excellent customer service - Maintain accurate and detailed records of customer interactions in the company database - Follow company policies and procedures regarding call handling **Requirements**: - Ability to multitask and work in a fast-paced...

  • Call Centre Agent

    5 months ago


    Ashford, United Kingdom Home Services & Repairs Ltd Full time

    We are a fast-growing family run business providing a variety of home services such as electricians, locksmiths, and pest control across the country. **Duties**: - Handle inbound and outbound customer calls in a professional and courteous manner. - Provide excellent customer service. - Maintain accurate and detailed records of customer interactions in the...

  • Call Centre Agent

    5 months ago


    Ashford, United Kingdom Home Services and Repairs Full time

    **Own transport needed due to rural location**. We are a small family run office, based in Ashford taking inbound service calls and allocating them to a local engineers. No experience needed as on the job training provided. Job involves answering the telephone so a good telephone manner is essential. If you are friendly, hardworking, and reliable come and...

  • Call Centre Operator

    5 months ago


    Ashford, United Kingdom New Appointments Group Full time

    We are delighted to be working in partnership with Ashford Borough Council - a local authority like no other in the county. - Based in a busy Monitoring Centre department for approximately 12-weeks, the main focus will be to work as part of a team, on a rota basis, in the Council's 24 hour monitoring centre, being responsible for providing cover across the...


  • Ashford, United Kingdom Saga Full time

    Job Introduction **This is an Office-Based role at our Ashford call centre (TN23 1FB).** Saga Insurance is a modern, fast paced and challenging sales and customer service environment where you will spend each day fulfilling a variety of needs by selling our fantastic range of Saga products as well as providing first class customer service to our new and...

  • Call Handler

    5 months ago


    Ashford, United Kingdom Page Personnel Full time

    Weekend/ Night Work - Call centre **About Our Client**: Providing high quality, effective responses to clinical and non clinical call from patients and professionals. - Deliver service excellence in a proactive and engaging way within the call flow guidelines. - Question effectively and document patient details with extreme levels of accuracy - Be...


  • Ashford, Kent, United Kingdom haart Full time

    As a Trainee Property Agent at haart Estate Agents in Ashford, you will be responsible for providing exceptional customer service to our landlords and tenants. You will be part of the Lettings team, where you will learn all the skills needed to become a successful Property Agent.Our Trainee Property Agent role offers:£25,000 OTE per yearUncapped...

  • Contact Centre Advisor

    6 months ago


    Ashford, United Kingdom EASi Recruitment Limited Full time

    We are looking for a Contact Centre advisor to work in the Ashford Office. As a Contact Centre Advisor your role will primarily involve making outbound calls to new and existing customers to update them on the status of their Tax Refund claim. You will be responsible for achieving targets and agreed service levels, along with balancing some administrative...

  • Claims Handler

    5 months ago


    Ashford, United Kingdom NFU Mutual Agency Full time

    **The Role**: **Claims Handler** **Competitive Salary (dependant on experience)** **Full Time position** **Permanent Contract** **Location: Ashford** **Introduction to NFU Mutual** NFU Mutual offers a wide range of products and services, including general insurance, life, pensions and investments and has been providing quality insurance for its customers,...


  • Ashford, Kent, United Kingdom haart Full time

    Unlock Your Potential as a Trainee Property AgentAre you passionate about delivering exceptional customer service and driving sales growth in the property industry? Do you have a strong work ethic and a positive mindset? We're seeking a talented Trainee Property Agent to join our team at haart Estate Agents in Ashford.Key Responsibilities:Market properties...


  • Ashford, United Kingdom haart Full time

    Join us as a Trainee Property Agent here at haart Estate Agents! As a part of the Lettings team, you will be responsible for providing exceptional customer service to our landlords and tenants, day in and day out. Enrolling onto the Spicerhaart Training Academy, you will learn all of the skills needed to become a successful Property Agent! As a Trainee...


  • Ashford, United Kingdom Auto Windscreens Full time

    Overview: Auto Windscreens is one of the UK’s fastest growing and leading automotive glazing companies, innovation is at the heart of our business whether it be robotic lifting devices, wet weather canopies or new windscreen glues that will set even in damp or freezing conditions. We lead the industry in the training and certification of our technicians...

  • Estate Agent

    5 months ago


    Ashford, United Kingdom Vesta recruitment ltd Full time

    Own business/Self employed Estate Agent - Full support, backing, ongoing training and Mentor - Minimum 70% commission **Position : Property expert** **Location : Ashford, Kent** Are you a highly-motivated, ambitious and hard-working individual with an entrepreneurial flair? Do you have the drive and a passion to succeed in the property market? **Do you...


  • Ashford, Kent, United Kingdom haart Full time

    Unlock Your Potential as a Trainee Lettings Negotiator at haart Estate AgentsAre you passionate about delivering exceptional customer service and building strong relationships with landlords and tenants? Do you have a drive to succeed and a strong work ethic? If so, we want to hear from you!As a Trainee Lettings Negotiator at haart Estate Agents in Ashford,...


  • Ashford, United Kingdom Neilson Financial Services Full time

    **Company Description** At Neilson, we’re dedicated to helping families secure financial protection for their loved ones with a range of life insurance options. Neilson is a leading provider of innovative, simple and great-value direct life insurance products. You may have come across some of our brands such as British Seniors and Smart Insurance. We...


  • Ashford, United Kingdom Neilson Financial Services Full time

    **Company Description** At Neilson, we’re dedicated to helping families secure financial protection for their loved ones with a range of life insurance options. Neilson is a leading provider of innovative, simple and great-value direct life insurance products. You may have come across some of our brands such as British Seniors and Smart Insurance. We...

  • Sales Agent

    5 months ago


    Ashford, United Kingdom Neilson Financial Services Full time

    **Sales Agent - Ashford, Kent** **Do you have Sales/Telesales experience? Are you hard working and motivated by earning high commission?** **Are you looking to join a company who offers Hybrid working and competitive incentives?** **Are you looking to work for a company who will provide full training and continuous coaching and development to maximise...

  • Centre Administrator

    7 months ago


    Ashford, United Kingdom Kingswood Full time

    **Centre Administrator**: **Job Purpose** To undertake general administration duties in a professional and timely manner, delivering good customer service at all times and ensuring the reception and Front of House areas are clean\tidy and manned efficiently and professionally. **Key role responsibilities and accountabilities** - Ensuring reception and the...