Apply for this job now

Assistance Coordinator

Esher, Surrey
Remote Working
Remote Working
£25,000 to £27,000
Job Type
8 Sep 2022
A team of Client Liaison Coordinators are required to be responsible for providing a proactive, professional and timely responses to requests for assistance. fun/vibrant offices Hybrid, half week in Esher, half from home great benefits Job Description: Handle all calls in a prompt, courteous and professional manner with empathy and customer focus. Identify the nature of the callers needs through effective questioning and listening. Create case files capturing all relevant information accurately and provide a synopsis of each situation. Provide advice to customers and assist them through the insurance claim process. Confirm insurance eligibility of each claimant and ensure all data is captured accurately. Notify the client/claims handler/underwriter of all cases where applicable. Utilise the correct resources and provide the most appropriate and cost effective solutions in line with company and client policies and procedures. Ensure accurate reserves and costs are added to all case files. Obtain information from third parties in order to expedite the claims assessment process. Communicate with all parties on a regular basis and monitor all aspects of the assistance to help facilitate case progression. Allocate written correspondence to case files, escalating urgent or important correspondence to senior colleagues. Where applicable, escalate urgent matters to Senior Coordinators, Team Leaders and Operations Managers as appropriate. Ensure high risk and high profile cases are notified to the Team Leader or Operations Manager immediately. Keep up to date with business knowledge and all aspects of service requirements. Share experience, knowledge and expertise with colleagues, both in the department and throughout the company, to ensure the best service is delivered at all times. Actively participate in team meetings and one to one assessment sessions. Undertake and participate in your performance review identifying own personal development needs and taking action to achieve new skills and knowledge. Take responsibility and ownership for ensuring compliance to departmental and companywide policies. Act in a professional, polite and courteous manner towards others at all times. Adhering to compliance, FCA legislation and IS(phone number removed) procedures Person Specification: Previous experience working in a telephone-based customer service role Excellent written and verbal communication skills. Good geographical knowledge. Must be able to speak and write English to a very good standard Specific language skills are an advantage. Knowledge and experience of working within the travel insurance arena is an advantage. Positive and can-do approach to all tasks. The ability to work calmly under pressure. The ability to build positive relationships with their team, managers, clients and peers. The ability to be responsive and empathetic to the needs of others. The ability to communicate professionally, employing excellent listening skills. To be able to build relationships with clients quickly over the telephone and respond respectfully and positively to the client s needs. Additional Information: Based in Esher office / Hybrid (half week in the office, half hybrid) £25-27,000 4 days a week (36 hours) shift basis including weekends and late shifts (late shifts and weekends can be home based) Part time applicants will also be considered Shifts are: 7-4.30, 8-5.30, 12.30-10 (3-4 shifts a week) 5 weeks holiday + birthday day off Pension Healthcare scheme Fresh fruit in the office Car park (first come, first serve basis) or subsidised parking £1.50 per day Refer a friend and earn £100! If you have a friend who is also searching for a new opportunity in the local area, recommend Optima and if we place them (providing they complete their 3-month probation period), you will receive a £100 retail voucher of your choice! Please note that if you have not been contacted within 5 working days, then unfortunately on this occasion your CV has not been shortlisted. By applying for this vacancy, you accept Optima Recruitment Limited s Privacy and GDPR Policy which can be found on our website and therefore gives us consent to contact you. Optima Recruitment Limited are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer
Apply for this job now


  • Job Reference: 707250343-2
  • Date Posted: 8 September 2022
  • Recruiter: Optima Recruitment
    Optima Recruitment
  • Location: Esher, Surrey
  • Remote Working: Some remote working possible
  • Salary: £25,000 to £27,000
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent