Claims Agent - Friday & Saturday 9m -5pm (14hrs per week)

Coplus; Norwich; On-site; GBP 7,000 - 10,000; Part time

Job summary

A customer service company in Norwich is seeking part-time Claims Agents to join their friendly team. The ideal candidates will work 14 hours per week on Fridays and Saturdays, delivering top-notch customer service while managing repair claims. Essential skills include proficiency in English, effective communication, and the ability to collaborate within a team. The position requires a reliable and organized approach as well as good attention to detail. Flexibility and a positive mindset are key, along with a readiness to learn and grow. Initial training will be provided.

Qualifications

• Ability to manage own caseload effectively.
• Deliver good customer service.
• Liaise with all parties over the telephone and in writing.

Responsibilities

• Receive claims via email and phone and manage customer journey.
• Ensure all information collected is recorded accurately.
• Adhere to SLAs and company procedures at all times.

Skills

Good basic English and Maths skills

Proficient in MS Office

Reliable and punctual

Ability to learn and use different IT systems

Accuracy and attention to detail

Organised approach and good time management

Cooperative team player

Confidence with verbal and written communication skills

Responsible attitude towards handling information

Strong organisational skills

Education

GCSE grade C or equivalent

Job description

Claims Agent – Part time

Work 14hrs per week, Friday & Saturday 9am – 5pm. Initial training Monday – Friday 9am – 5pm at our Norwich office. Once fully trained the role is office based.

Salary: £9,100 per annum.
Start date: Jan 2026.
Location: Norwich Office.

We are looking for enthusiastic people to join our fantastic and friendly team of Claims Agents at Coplus to deliver first‑class customer service for our repair claims. The right candidate will confidently communicate with customers over the phone and via email and have a real "can do" positive mindset.

Purpose

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, motivated, a team player with a "can do" mindset, ready to learn new things and expand your knowledge and personal growth.

Duties and Responsibilities

• Receive claims via email and phone and quickly take care of the customer journey, ensuring the right track for good outcomes.
• Manage emails and incoming phone calls in line with SLAs.
• Ensure all information collected is recorded accurately and clearly.
• Manage cases effectively, moving each case to conclusion.
• Liaise with all parties over the telephone and in writing including external parties and supply chain.
• Handle incoming post/email.
• Adhere to SLA's and company procedures at all times.
• Escalate potential fraudulent claims and complaints through appropriate channels.
• Follow the firm’s policy on Treating Customers Fairly.
• Maintain professional competence through training and competence procedures.
• Act with integrity, due skill, care and diligence.
• Operate and comply with the firm’s procedures and FCA regulations.

Person Specification

Essential

• Good basic English and Maths skills (GCSE grade C or equivalent).
• Proficient in MS Office.
• Reliable and punctual.
• Ability to learn and use different IT systems.
• Accuracy and attention to detail.
• Organised approach and good time management.
• Cooperative team player.
• Work collaboratively within a team environment.
• Confidence with verbal and written communication skills.
• Deliver good customer service.
• Responsible attitude towards handling information and summarising it.
• Strong organisational skills to meet deadlines & SLA's in a fast‑paced environment.
• Effectively manage own caseload.

Desirable

• Prioritise own workload and that of others, work on own initiative and identify improvements.
• Persuade and influence others.
• Problem solve and build new ideas.
• Excellent coaching and mentoring skills to develop others.
• Thorough understanding of FCA regulations.
• Experience developing and implementing process change, reducing contact centre costs and improving performance.

Expected Behaviours

• Customer First.
• Always improving.
• Show professionalism.
• Shared purpose.
• Make a difference.