Call Centre Agents

An expanding insurance company is seeking a number of Call Centre Agents for its West London based contact centre. You will receive a discretionary bonus of up to £500 a month subject to achieving KPI`s. The organisation is global and the role will be based at their European headquarters.

The main purpose of the Call Centre Agents will be to ensure that all customer telephone claims are administered efficiency and effectively within the framework of the policy terms and conditions providing a straight forward, empathetic and positive experience on every call.

As the Call Centre Agent your duties will include:

• Responding to phone, fax and e-mail based customer enquiries and requests via the appropriate system while following established policies, procedures, and contractual obligations.
• Handling customer service requests, primarily inbound calls, in a prompt, courteous, and efficient manner, ensuring that the needs of the customer are met, service is rendered, and the customer is kept apprised of the status of their request.
• Interpreting insurance policy coverage to approve or deny claims.
• Interpreting and processing any expression of dissatisfaction and escalated complaints provided by customers and attempt to resolve within the organisation and FSA guidelines.
• General administration and activities relating to claims processing.

To be a successful Call Centre Agent you will have the following skills and experience:

• Previous contact centre experience.
• Excellent customer service skills.
• Excellent communication skills.
• Insurance claims experience is desirable.

You will be working 40 hours per week over 7 days on a shift rota basis between the hours of 8am to 9pm Monday to Friday and 9am to 6pm Saturday and Sunday.

In return you will receive a Salary: £26,000per year.

The first stage of the application process is to.

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