First Response Claims Handler - Reading, United Kingdom - FirstGroup

FirstGroup

Verified Company

Reading, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Are you a confident communicator with excellent customer service skills, looking for a new and interesting role?

Transportation Claims Ltd, who are part of First Group, are looking for a First Response Technician to manage any new event notifications or insurance claims, reported to the Transportation Claims Ltd Call Centre.

Welcome to First Bus
Hello.

First Bus is one of the country's largest bus operators - taking 1.6 million customers to their destinations every day.

We're a forward-looking business at the forefront of bus technology, leading the way on contactless payments, mobile Apps and real time information.

Our investment in state-of-the-art, new buses is just one part of our transition to a low-carbon future. It's an exciting time to be here.

About the role

As a First Response Technician, you will be answering inbound and outbound calls, in relation to insurance claims from members of the public and staff members.

You will enjoy engaging and communicating with a wide range of people, taking information from them efficiently whilst providing excellent customer service, in order to assist in investigating their claim.

You will not only be dealing with telephone calls, but also completing admin tasks back office to assist in the process and payment of successful claims.

This is a full-time role working 35hrs per week, Monday - Friday, on a shift basis;
Early Shift - 8am until 4pm / Mid Shift - 10am until 6pm / Late Shift - 12pm until 8pm

We appreciate how important it is for our employees to have the flexibility of working from home, so once you are fully trained, we are looking to implement hybrid working.

What will you be doing?

Ensuring all new telephone notifications are dealt with in accordance with TCL standard operating procedures (SOPs) and adhering to key performance indicators (KPIs), in a proactive, efficient and effective manner
Maintaining a consistent approach to inbound and outbound call handling. Being proactive whilst achieving delivery of world class customer service.
Achieving full compliance with agreed best practices, as laid out by TCL Management and the FRU Team Manager
Assessing liability and dealing with all calls within your authority levels
Planning and managing your own workload, ensuring maximum quality and excellent throughput
Ensuring operational excellence, by adhering to best practice in all claims and administrative processes
Escalating all queries beyond your technical and/or authority levels to your Team Manager
Assisting with any other tasks / projects, at the request of your line manager and / or the TCL Management Team
Adhering to all FirstBus and TCL policies and procedures

What are we looking for?

Excellent telephone manner
Excellent customer service skills
Literacy and numeracy skills are essential
Demonstrable ability to listen, empathise and engage with staff and customers alike
Excellent time management and organisational skills
Good communication skills and ability to assimilate information quickly
Ability to gain information with clarity and consistency, ensuring service standards are adhered to at all times
Computer Literate

Rewards & Benefits

Reading Town Centre office (opposite the train station)
Competitive salary of £19.5K rising to £20K after 6mth probationary period. *Potential to move up to a
Senior First Response Technician with a salary of £21.5K per year if a technician shows consistent high performance
Basic health insurance cover (after probation period) with the option to upgrade
Hybrid working (Coming Soon)
Free bus pass for you and your family on joining
25 days annual leave + bank holidays

First Xclusives

Discounts on many high street brands, supermarkets, holidays and cinema tickets, to name a few

First My Rewards

Discounted train travel for you and your family after 6 months service travel as far as London/Edinburgh for £
Cycle 2 work scheme

Ref:021980

Company:
First Bus

Website Skillset:
All Other Roles

Contract Type:
Permanent - Full Time

Contracted Hours:35

Location:
Reading

Salary:
£20,000