Claims Agent 33hrs per week , Monday, Saturday & Sunday 8am – 8pm

Claims Agent Role Working 33hrs per week over 3 days 8am - 8pm, Monday, Saturday & Sunday Permanent contract With a Starting salary of £22,000 per year Work location: Office based/hybrid/ work from home Start date: Jan/Feb 2025 We are looking for enthusiastic people to join our fantastic and friendly team of Claims Agents here at Coplus to deliver a first-class customer service. The right candidate will be confident in communicating with our customers over the phone and via email and have a real "can do" positive mindset along with a strong administrative skillset. Candidates need to be able to commit to 2/3 weeks training which is Monday to Friday 9am - 5pm at our Norwich Office. Once fully trained, this role can be offered as office based, hybrid, or a working from home role as long as the candidate has a suitable internet connection and area to work. All IT equipment will be provided. No previous experience? Don't let that stop you from applying. Here at Coplus, our focus is on hiring the right people and delivering excellent training. Purpose Working within a team, you will be fully trained and become the expert, demonstrating positive behaviours aligned to our company values and performance indicators. You will be agile and motivated with a can-do, team player mindset, always ready to learn new things, expanding your knowledge and personal growth within and outside of your job role. Providing our customers with certainty and confidence. You will be receiving claims and quickly taking care of the customers' journey, ensuring to select the right track to achieve good customer and business outcomes, while providing excellent customer service. You will carry out outbound calls, empathising with the customer and putting their needs first. You will manage claim correspondence to ensure all data is complete. Excellent customer service will be measured in terms of successful completion of cases, outbound telephony performance, conversion performance, case work productivity, and audited quality measures. You will ensure claims are processed according to policy wording or contracted terms of business. Duties and Responsibilities Receiving claims via email and phone, and quickly taking care of the customers' journey. Managing emails and incoming phone calls in line with SLAs. Ensuring that all information collected is recorded accurately and clearly. Managing cases effectively, ensuring each influence you have of any case is effective and moves the case to conclusion. Liaising with all parties involved in the claim over the telephone and in writing; dealing with external parties including our supply chain. Handling incoming post/email. Ensuring that SLAs and company procedures are adhered to at all times. Escalating potential fraudulent claims through the appropriate channels. Escalating complaints through the appropriate channels. Contributing to and following at all times, the firm's policy on Treating Customers Fairly. Maintaining professional competence by ensuring the department complies at all times with the Training and Competence procedures of the firm. Acting with integrity, due skill, care, and diligence. Being open and cooperative with the FCA, the PRA, and other regulators. Paying due regard to the interests of customers and treating them fairly. Observing proper standards of market conduct. Operating and complying with the requirements of the firm's own procedures, the Financial Services, and FCA regulations. Person Specification Knowledge, Skills and Competencies Essential Good basic English and Maths skills (at least GCSE grade C or equivalent). Proficient in MS Office. Reliable timekeeping. Ability to learn and competently use different IT systems. Accuracy and attention to detail. An organised approach and good time management skills. Cooperative team player. Ability to work collaboratively within a team environment. Demonstrates empowerment and deploys this positively and appropriately. Confident with verbal and written communication skills. Able to deliver good customer service. A responsible attitude towards the handling of information, including the ability to collect, analyse, and summarise information. Strong organisation skills with the ability to work to a high standard towards deadlines & SLAs. Excels at operating in a fast-paced environment. The ability to effectively manage own caseload. Great communicator through all channels available. Demonstrate the ability to identify information required in order to make appropriate and effective decisions under pressure. Desirable Ability to prioritise their own workload as well as that of others, to work on their own initiative and to identify improvements on an ongoing basis. Ability to persuade and influence others. Ability to problem-solve and generate and build on new ideas. Excellent coaching and mentoring skills to develop others. Thorough understanding of FCA regulations. Experience of developing and implementing process change; reducing contact centre costs and improving performance. Expected Behaviours Demonstrate the business values at all times: Customer First Always improving Show professionalism Shared purpose Make a difference

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