Customer Service Representative - Brighton, United Kingdom - AIG UK

AIG UK

Verified Company

Brighton, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

An exciting opportunity has arisen to join our rapidly growing travel insurance business as a Customer Service Advisor within our Medical Assistance team on 12th February 2024.

Who we are:

AIG Travel is a global travel insurance business based in Brighton.

Millions of leisure and business travers rely on Travel Guard, AIG Travel's portfolio of travel insurance solutions and global assistance services, to help them recover from unexpected circumstances that can interrupt their travel plans.

What you need to know:

Our Medical Assistance Coordinators (MACs) are the first point of contact for our customers across the globe who require medical assistance while travelling for leisure or for business.

Our MACs are customer centric, able to demonstrate empathy, are great at listening, have strong organisational skills with the ability to multi-task and prioritise, and they are fantastic team players.

Some of the key responsibilities include:

Provide practical help and advice to customers who may be distressed or vulnerable
Coordinate medical assistance and emergency medical travel services for customers
Provide customer service support re policy cover, monitoring and reporting on patient status and coordination of travel emergencies,
Provide pretravel advice, arrange medical appointments or hospitalisation abroad and coordinate air ambulances
Ensure all case handling is accurately documented in our system
Proactively handle escalated calls and ensure complaints are resolved
Work towards targets and key performance indicators (KPIs) to achieve business objectives

You will work a 37.5 hour week on a shift pattern from 08:00am to 08:00pm from Monday to Sunday (including some public holidays).

What we need from you:

You don't need previous contact centre or insurance experience as full training is provided, but you must be resilient, driven and self-motivated with a willingness to learn, and possess the following skills:

Excellent written and verbal communication skills
Customer service experience
Ability to multitask and prioritise workload to meet targets and deadlines
Good numeracy, literacy and attention to detail
Good problem solving skills

What can we offer you?

Competitive salary and bonus scheme
25 days annual leave, plus bank holidays
2 paid volunteering days each year
Optional private health insurance (including access to Babylon virtual GP service)
Life insurance and income protection
Excellent noncontributory pension scheme
Cycle to work scheme
Employee discounts and cashback on thousands of retailers