Customer Service Representative
4 weeks ago
Collinson is a global company dedicated to helping the world travel with ease and confidence. We offer a unique blend of industry and sector specialists who provide market-leading airport experiences, loyalty, and customer engagement, as well as insurance solutions for over 400 million consumers.
Job SummaryWe are seeking a highly motivated and customer-focused Customer Service and Claims Handler to join our team. As a key member of our customer service team, you will be responsible for handling inbound sales, customer service, and claims calls, providing efficient and friendly customer contact with accurate information and high levels of customer service.
Key Responsibilities- Provide comprehensive verbal and written advice on all aspects of policy wording in relation to cover and claims.
- Review claims in accordance with policy wording and as defined by the insurer.
- Assess claims accurately and respond to claimants with concise letters detailing all further information/documentation required to proceed with the claim or giving a full explanation of settlement.
- Ensure all recovery aspects of claims are monitored and amounts due are obtained where appropriate.
- Develop industry best practices for customer service.
- Handle and respond to customer emails within 24 hours (excluding weekends).
- Work to agreed standards of accuracy, quality, and business procedures for all areas of call handling and processing.
- Fluent Italian and English language skills.
- Numeracy - able to analyze statistical information.
- Ability to demonstrate the sufficient level of intellectual ability required for the post.
- Excellent written and verbal skills.
- Ability to work under pressure.
- Confident and helpful telephone manner.
- Good organizational skills.
- Ability to work on own initiative and as part of a team.
- Knowledge of the Go-Trex claims system or similar claims systems.
- Understanding of FSA regulations and the TCF concept.
- Highly motivated.
- Polite, friendly, and assertive.
- Integrity and ability to maintain confidentiality.
- Forward thinking and proactive.
Collinson is an equal opportunity employer and welcomes differences in all their forms, including color, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities, and people from all backgrounds, cultures, and experiences. We are focused on continually evolving our purpose-driven, high-performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work.
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