Job Title: Operations Assistant
Location: West Malling
Contract: Permanent / Full time
Our client is looking to grow their Customer Operations department by taking on an Operations Assistant; Offering a competitive salary and a supportive work environment, where self-development and improvement is encouraged and supported.
Based in Kings Hill, you will be handling inbound phone calls on relevant helplines and registering new claims over the telephone. You will be required to complete general administration of existing policies over the telephone and in writing including amendments, queries, cancellations, direct debits, claim form requests and updates.
As well as this you will be responsible for:
Provide support to the claims team in the management of ongoing claims
Chase documentation from customers and third parties and keeping the customer informed of progress at all times both verbally and in writing
Continuing claim post assessments
Understand policy wordings and their interpretation in relation to customer eligibility
Effectively identify complaints and escalate where necessary
Identifying potentially fraudulent claims and following the agreed processes for referral
Ensure company service standards are adhered to
Communicate with internal profit centres external clients and the claims department, where appropriate
Undertake other duties over and above those listed in the job description, appropriate to the individual’s skills and experience.
Support a culture and environment focused on high performance and personal development, in order to deliver, develop and improve individual and team performance and contribute to the success of the company
Aware of how their behaviours and attitudes affect others as well as willingly providing help and support for others
Ensure that our customers are treated in accordance with the principals of Treating Customers Fairly (TCF)
Act in accordance with the Company’s values with both internal and external customers to facilitate continued and improved company reputation and success
Ensure all activities are carried out in compliance with all relevant regulatory and legal requirements and company policies
Remain vigilant to the potential opportunities for financial crime, fraud and money laundering and take actions appropriate to mitigate their likelihood and impact
Alert to potential regulatory and business risks within the Department. Also ensure such risks are included in the Departmental Risk Management Programme, and that action is taken to mitigate them
The personal data of customers, staff and other individuals must be handled lawfully and in accordance with the Data Protection Act 1998, and other related legislation. Employees are also individually responsible for ensuring they comply with associated policies and procedures
What would we like to see in you?
Customer service experience
Call handling experience
Ability to prioritise workloads
Problem resolution skills
Act well on feedback, constantly seeking to improve their performance
Actively listens to others and demonstrates their understanding with appropriate follow-up
5 GCSE level qualifications, grade C or above
Nice to have but not essential:
Insurance claims knowledge
Insurance policy administration skills
Financial services experience
**Please only apply if you have at least 1 year of telephone/helpdesk experience/customer service telephone experience**
Interpersonnel are operating as an Employment Business for our client for this particular role. By applying you give consent for your data to be handled and processed under GDPR Legislation for the purpose of your current employment search.
We are pleased to receive a significant number of applications for most roles advertised. We are therefore unable to respond to individual applicants unless shortlisted. If you have not been contacted within four weeks of the closing date you should assume you have not been shortlisted on this occasion.
Interpersonnel is an equal opportunities employer. Our all current vacancies are on our website.