Assistance Coordinator - Bridgend, United Kingdom - Tokio Marine HCC
Description
Job Title:
Assistance Coordinator
Location:
Bridgend, Wales
Contract Terms:
Full Time - Permanent - 35 hours per week
About us:
Due to our continued growth, we are looking for Assistance Coordinators to join our growing team of professionals.- Tokio Marine HCC is a leading specialty insurance group with offices in the United States, the United Kingdom, Europe and other locations.
Along with our competitive benefit package, we provide our employees a collaborative environment within which to gain the knowledge, skills, and experience that lead to a rewarding career.
The supportive and nurturing environment provides the potential for career growth and will allow you to take on the opportunity with confidence.
About the role:
To assist and participate in the day-to-day operations of the Global Response Centre to coordinate medical, repatriation of remains and travel assistance services.
This role will include taking inbound calls to set up new cases, assist with traveler queries and liaise with medical teams.
An exceptional level of customer care and empathy is expected within this role, due to the sensitivity of the cases.
Responsibilities:
- Ensures allocated incoming calls/tasks are processed, maintained, and validated accurately
- Identify and deescalate customer case concerns
- Initiating proactive outbound communication to customers, service providers and clients to obtain necessary information for the successful resolution of enquiries
- Maintaining a high level of responsiveness and efficiency in reaching a resolution in a reasonable timeframe
- High Priority work to be correctly identified and prioritised
- Communicating with customers and clients in a personalised, informative, courteous, and diplomatic manner, in order to build and maintain good rapport
Key Requirements:
- Preferred education level
- A-Level (grades A-C) or Core curriculum GCSE (grades A-B)
- Motivated with excellent interpersonal and communication skills
- Excellent telephone manner
- Exceptional level of customer care
- Demonstrates a willingness to work any such additional hours as reasonably required
Key Benefits:
- Hybrid working options
- Noncontributory pension
- Funded private healthcare
- 25 days holiday (plus bank holidays)
- Wellbeing allowance
- Free parking
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