Customer Service Executive

Customer Service Executive (Known in Collinson as Assistance Coordinators)

About the position:
Collinson provides call handling for assistance from holidaymakers and business travellers across the globe. The role of the Customer Service Executive (Assistance Coordinators) will be responsible for effectively and professionally managing assistance cases falling within their level of authority in line with service standards, and various applicable procedures and policy terms. This will involve a high level of contact with both clients, often in difficult and sensitive circumstances, and external professional service providers based both in the UK and abroad. They will require practical help and advice, and may be distressed or vulnerable, so will require support and reassurance from the Customer Service Executive ( assistance coordinators) at all times. The nature of the work requires all role holders to be aware of and adhere to specific Data Protection and Confidentiality requirements. Training will be provided.

What you will do in the role:

- Managing all elements of Emergency Assistance service delivery professionally and in line with company procedures. Key responsibilities include (but not limited to): Inbound & outbound call handling, case management, diary management, customer education, third party referrals, and customer outcome management.
- Acting as an ambassador for excellent customer service delivery.
- Managing telephone and case handling Service Level Agreements as part of a wider team.
- Logging relevant details on the case management systems ensuring the calls are handled appropriately, within policy and process.
- Referring cases outside own level of authority through the correct escalation process.
- Delivering against agreed service standards by maintaining high levels of incident maintenance, which includes accurate estimations of costs.
- Adhere to set procedures at all times keeping fully aware of ALL schemes handled.
- Informing and updating the relevant Claims Handler/underwriter in line with policy.
- Keeping up to date with business knowledge and all aspects of service requirements to ensure clients receive the best possible support and information.
- Providing regular updates in a timely manner to operational management on high profile and cost cases, highlighting high-risk (medically or reputational) cases to your line manager.
- Identify the nature of the client’s needs through effective questioning and listening.
- Processing and analysing information in order to diagnose problems and assess the needs of the client.
- Where applicable, referring clients to Senior Coordinators or Team Managers for further support.
- Providing suitable alternatives and direction to clients to help resolve their problem.
- Accurately maintaining the information recorded on the case-handling system.
- Setting clear customer expectations and signposting: Clear timelines for next steps, meeting agreed customer update timings, and handholding the customer through their journey with us.
- Provide a high level of quality through your service delivery in line with AQUA measures and targets.
- Identifying and handling customer complaints in line with company guidelines to meet FCA requirements.
- Sharing experience, knowledge and expertise with colleagues to ensure the best service is delivered at all times.
- Participating in and completing any other duties as appropriate and as required.
- Be responsive and empathetic to the needs of colleagues and clients.
- Communicate professionally, employing excellent listening skills.
- Build relationships with clients quickly over the telephone and respond respectfully and positively to the client’s needs.

About you:

- Customer service/ contact centre experience required
- Medical Assistance or Insurance experience is an asset but not essential
- Fluency in a second European language is an asset but not essential
- Excellent communication skills both verbal and written
- Possess a can-do attitude and the ability to manage multiple tasks

Working environment/Location

Friendly, open plan contact centre based in Haywards Heath. Local to main transport links (3-minute walk from Haywards Heath main train station)

15-20 minute journey from Brighton/Crawley

Local/onsite parking available

Working pattern:
37.5 hours across 7 days a week. Flexibility to work hours at the weekend and Bank Holidays is also required.

You can look forward to a competitive salary, pension scheme, and further benefits:

- Life Assurance Scheme
- Personal Income Protection
- Private Medical
- Discounted gym membership
- Wellness advice and support
- Cycle to Work Scheme
- Priority Pass Membership (Collinson Exclusive)
- Travel Insurance (Collinson Exclusive)

**Salary**: £20,000.00-£25,000.00 per year

**Benefits**:

- Company pension
- Employee discount
- Life insurance
- On-site parking
- Private medical insurance
- Wellness programmes

Ability to commute/relocate:

- Haywards