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Customer Contact Agent

Location: BRISTOL, AVON Salary: 17000 - 17001 GBP Per Annum
Sector: Business Support Job Type: Permanent
Shift Type: N/A Applications: N/A
Posted: 3 months ago Reference: 3058008
REED are delighted to be working in partnership with a leading International insurance company based in central Bristol. They are currently seeking a number of Customer Contact Agents to join their expanding team and you must be able to start on MONDAY 14th AUGUST 2017

The Customer Contact Agent is the main point of contact for clients through calls, emails or on-line chat, often in difficult circumstances, providing a professional and customer focused service ensuring assistance is provided where necessary.

£17,000 + 5% Shift Allowance per annum

Working as a part of the Customer Contact team, you will be required to work 37.5 hours per week on a rotating shift pattern (including weekends and Bank holidays) The following times will apply:- Early shift – 07.30 to 16.00, Day shift – Between 10.00 to 18.30, Late shift – 13.30 to 22.00. Some flexibility may be required to meet future business needs


Main Duties and Responsibilities:

· Acting as the first point of contact for customers who are abroad and require assistance during their travel or relating to new or on-ongoing travel claims
· Registration and creation of new cases on the internal system (AMA)
· Proper application of the triage system
· Informing the insured of the correct procedures in an empathetic and efficient manner
· Handling calls in a clear and concise manner, meeting Service Level Agreements
· Understanding policy terms and conditions of the different insurance contracts
· Verifying policies using database, when necessary
· Handling customer enquiries politely, meeting standards of customer service excellence specifically in the areas of travel and assistance
· Handling of expressions of dissatisfaction or complaints
· Completing administrative duties e.g. managing internal inboxes
· Capturing of all relevant case information
· To pull together the work necessary to allow more complex cases to be decided upon and actioned, after technical or specialist input, quickly and on the basis of the relevant facts
· Liaison with various internal departments
· To make a positive input to the team’s effectiveness, so that work systems and processes are altered and improved
· To ensure that all regulatory guidelines are adhered to, for example PCI, and any other applicable legislation.
· To adhere to the Company’s procedure in accordance with the FCA guidelines and TCF (treating customers fairly). To be compliant with the Data Protection Act 1998
· To support Managers to manage the key risks within your department
· To ensure that you conduct your role in accordance with AFC policy (to act honestly and with integrity) and to report any suspected incidents of fraud and corruption
· To adhere to all Company Policies and Procedures, including Health & Safety, Equal Opportunities, Data Protection, Code of Conduct, Security, IT and Internal Control Financial Regulations
· To undertake any other duty or responsibility that may reasonably be allocated by your Manager/Company’s Senior Management Team

Person Specification: 

• Customer Focus
• Committed
• Innovative
• Flexible
• Communication Skills
• Team Building/Team Player
• Analysis & Decision making
• Quality & Results orientated 

Experience/Technical Knowledge:

• Friendly and professional telephone manner is essential
• Good computer literacy
• Excellent written and verbal communication skills
• Good planning and organisation skills in order to meet timescales


If you are interested in the above positions and you feel you have the relevant experience required please apply online or by emailing your CV direct to kerry.f.williams@reedglobal.com and natalia.giannetto@reedglobal.com

We look forward to hearing from you.

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