Customer Service Advisor

Customer Service Advisor - Travel Claims

Christchurch / Hybrid

£ £30,300 per annum (DOE)

Interview dates: Wednesday 26th November and Thursday 4th December

Start date: Monday 10th of Janaury 2026

Charles Taylor Assistance has been nominated as a finalist in the 2025 Personnel Today Awards for our amazing workplace culture and exceptional candidate experience. We're proud to create a supportive, positive environment where every team member can thrive

Why Join Charles Taylor?

• Wellbeing at the Core: Our wellbeing champions scheme has grown tenfold, offering mental health support sessions with the Samaritans and open vulnerability forums
• Career Growth & Development: From professional certifications to secondments and leadership training, our employees have access to innovative learning pathways to reach their full potential
• Proven Impact: Employee engagement has soared, and turnover has significantly reduced. Meaning more team members are being promoted internally and gaining new qualifications

The company and the role:

Charles Taylor Assistance offers insurance services by administrating travel claims on behalf of companies such as Aviva, HSBC, First Direct & NBS (Nationwide).

As a Travel Claims Handler, you will serve as the initial point of contact for customers navigating unexpected events during their travels. You will empathise with their circumstances, comprehend their individual needs, and guide them through the claims process, making a meaningful difference in their lives. Some calls may be particularly difficult and emotionally charged, as customers contact us during challenging times on their holidays. It's essential to approach these interactions with resilience, compassion, and the ability to maintain professionalism without taking them personally.

What we look for in a candidate:

• Ability to work the contracted hours and maintain commitment throughout the training period and beyond
• A high level of competency in using computers is a prerequisite
• Previous call centre / customer service experience
• Confident speaking to people on the phone with exceptional communication skills
• Highly organised under pressure with a strong level of attention to detail
• Ability to multi-task - switching between high levels of telephone calls and emails
• Ability to convey information in a simple and clear manner
• Natural empathy and a flair for making a difference to our travel customers
• Strong numerical ability

Duties and responsibilities:

• Evaluating claims and verifying the coverage of the insurance policy via email and telephone and collecting the necessary information and documents to proceed with a claim
• Resolving claims efficiently
• Answering high volume and emails
• Providing the customer with clear verbal and written guidance to ensure that the claim process is first class

Equal Opportunity Employer

Charles Taylor is proud to be an inclusive employer. We provide an environment of mutual respect with zero tolerance to discrimination of any kind regardless of age, disability, gender identity, marital/ family status, race, religion, sex, or sexual orientation. We promote a transparent and fair recruitment and selection process, and all contribute to the successful, inclusive, and diverse culture and environment which we are proud to be a part of.

Our values define who we are, what we stand for and how we behave. They guide how we work with our colleagues and our clients, today and in the future. By living our values every day when we come to work, we deliver better results for the world of insurance.

INTEGRITY:
We do the right thing

COLLABORATION:
We are one

AGILITY:
We learn, evolve, and adapt

CARE:
We are compassionate and human

ACCOUNTABILITY:
We take ownership

To apply to this Customer Service Advisor vacancy, you must live and be eligible to work in the United Kingdom.

IMPORTANT

We provide a comprehensive training and onboarding programme for all new staff. This programme is the start of a learning journey which involves regular coaching, feedback and skill development. Our investment in you allows you to grow and progress for the longer term. For this reason, if you are in possession of a visa please note that we will be unable to consider you for one of our positions if you have less than 18 months remaining on your visa. If you have less than 18 months remaining on your visa, we may still consider you for one of our roles if you can provide one of the following:

• Clear evidence of family ties that would go on to provide you with the eligibility to extend your visa.
• Clear and current evidence that you qualify for a visa extension under the UK immigration laws and can also provide supporting documentation of this.