Operations Support Agent Insurance ClaimsBirmingham
Birmingham GB
3d ago

£ 19380 per annum

  • Operations Support Agent - £19,380 This role is based within our Contact Centre at our Head Office and the hours of work will cover shift patterns between the following;
  • 8.00am - 8.00pm Monday - Friday 9.30am - 3.30pm Saturday 37.5hours over a rota'd basis Are you a motivated, career-driven professional looking for your next role?

    If you answered yes then this is the opportunity for you, based at our Head Office this is a truly exciting opportunity to be part of a team in a rapidly expanding part of our business.

    Established in 2006 PerfectHome is a household goods retailer that offers top quality products to customers through flexible weekly, fortnightly or monthly payment options.

    The successful Operations Support Agent will manage all customer insurance claims and will conduct account fraud investigative work to ensure PerfectHome are protected against acts of deception and fraud .

    The role will be to manage any instance of underwriting for the business on new customer sales and customer renewals and also to assist in any other additional operational support functions within the department when required.

    You will be someone who has a genuine interest in people, providing a first class customer experience and someone who has an excellent telephone manner alongside excellent administration & organisational skills. Responsibilities :

  • Managing all insurance claims for existing customers.
  • Customer checks including reviewing and validating customer information.
  • Act within the confinements of Company Policy and Consumer law.
  • Customer engagement throughout the claims process
  • Liaising with the service team to ensure claims are dealt with quickly and efficiently.
  • Manage all new applications for customers.
  • Ensure appropriate checks are completed against threshold policy conditions
  • Manage a fraud spreadsheet to assist in the detection of illicit actions
  • Accurate recording of all customer interaction and outcomes.
  • Process all customer applications to ensure all payments are successful.
  • Build positive relationships with customers and deal with dissatisfied customers independently to resolve issues.
  • Manage any underwriting for new customer sales
  • Review and Validate identity checks and affordability checks
  • Assist in other additional operational support functions within the department when required.
  • Process all customer applications from the task system on Phoenix, ensuring correct outcome is used
  • To build positive relationships with customers and deal with dissatisfied customers independently to resolve issues (where appropriate)
  • Provide clear and concise information to all customers
  • Ensure the values of the Customer Experience Centre (Empathy, Ownership and Action) are adhered to
  • Where customer dissatisfaction occurs, ensure that the issues are resolved in a timely and effective manner
  • Required Skills & Experience :

  • Previous experience within a direct customer contact call centre role or customer service role
  • Excellent telephone manner
  • Excellent administration skills
  • Previous experience of the expectations in a customer focused environment
  • Strong account management techniques
  • Excellent communication & organisational skills
  • Conscientious, friendly, respectful and self-motivated
  • Good judgment & decision making skills
  • Experience of working in a regulated environment will be beneficial
  • Computer literate
  • Benefits :

  • Excellent OTE opportunities
  • Contributory pension scheme
  • 25 days holiday entitlement, increasing with service to a maximum of 30 days (pro rata for part-time employees)
  • Your birthday off, every year!
  • Enhanced Maternity and Paternity Policies (subject to qualifying conditions)
  • Company sick pay (subject to scheme rules)
  • Gym membership
  • This is a very rewarding role in an extremely fast paced contact centre, please apply today if you feel you have what it takes We are looking to speak to people from such backgrounds / jobs as - insurance agents, underwriting experience, call centre advisor, telemarketing, inbound telesales, outbound telesales, customer service advisor, inbound contact centre, inbound customer service, customer service agent, complaints agents

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