Claims & Customer Resolution Specialist (SAP/CRM)

HR GO Group; Ashford; Hybrid; GBP 32,000 - 34,000; Full time

Job summary

HRGO are excited to be exclusively supporting our Ashford based client in their search for a Claims Coordinator. Act as the primary contact for investigating issues, coordinating with internal teams, and ensuring customers receive timely updates and resolutions.

This role also identifies recurring product trends, supports continuous improvement, reduces business risk, and protects customer confidence by managing complaints and claims in line with company procedures.

Qualifications

• Experience in a customer service, claims and complaints administration, technical support, or operations coordination role in a professional manner.
• Strong administrative and organisational skills.
• Experience using the company CRM systems (CRM).
• SAP experience desired.
• Excellent attention to detail and record-keeping skills.
• Strong communication skills, both written and verbal.
• Ability to manage multiple priorities and meet deadlines.
• Proficiency in Microsoft Office applications, particularly Excel, Outlook, and Word.
• Ability to work effectively across multiple departments and with external customers.

Responsibilities

• Process claims accurately and within agreed timelines, ensuring compliance with company procedures.
• Coordinate product returns and collections, liaising with logistics, warehouse and customers to arrange timely pickups and replacements.
• Deliver high levels of customer satisfaction through clear communication, prompt resolution and proactive follow-up.
• Maintain accurate and up to date records in SAP and CRM systems, ensuring all claim details, actions and outcomes are logged.
• Produce timely reports on claim volumes, trends, KPIs and exceptions for management review.
• Escalate complex or high value issues to appropriate stakeholders and support continuous improvement initiatives.

Skills

Administrative skills

Organisational skills

Communication skills

Multitasking

Attention to detail

Tools

CRM systems

SAP

Job description

HRGO are excited to be exclusively supporting our Ashford based client in their search for a Claims Coordinator. Act as the primary contact for investigating issues, coordinating with internal teams, and ensuring customers receive timely updates and resolutions.

This role also identifies recurring product trends, supports continuous improvement, reduces business risk, and protects customer confidence by managing complaints and claims in line with company procedures.