Claims Handler - Travel - Cosham

Charles Taylor; Portsmouth; Hybrid; GBP 26,000 - 31,000; Full time

Job summary

A leading global assistance provider is seeking a Travel Claims Handler in Portsmouth. The role involves guiding customers through the claims process during unexpected travel issues. Candidates should be resilient, empathetic, and possess strong communication skills. This position offers a salary of £26,210 - £30,300 and the possibility of hybrid working after probation.

Benefits

Free Health Cash Plan worth £1,700 per year

Generous high-street rewards scheme

Free travel insurance (subject to eligibility)

Career progression and development opportunities

Qualifications

• Experience in handling challenging customer interactions.
• Ability to work under pressure with resilience.
• Commitment to ongoing professional growth.

Responsibilities

• Assess claims and confirm policy coverage.
• Resolve claims efficiently while delivering excellent customer service.
• Manage a high volume of calls and emails.
• Provide accurate guidance throughout the claims process.

Skills

Confident communicator with strong telephone skills

High level of computer literacy and numerical ability

Previous customer service or call center experience

Organised and detail-focused

Naturally empathetic

Job description

Overview

Travel Claims Handler - Customer Service Advisor

Salary: £26,210 - £30,300 (depending on experience)

Location: Cosham/ Hybrid

Start Date: Monday 3rd November

Due to recent client wins and continued business growth, we are expanding our team and are looking for Travel Claim Handlers to join our team. Many of our team members have been with the company for several years, contributing to a collaborative culture built on trust, mutual respect, and knowledge. This stability not only supports individual growth but also ensures a dependable, well-supported foundation for long-term success.

Curious about what it’s really like to be a Customer Service Advisor at Charles Taylor? Our upcoming hands-on taster sessions on Thursday 25th of September and Wednesday 1st of October will give you a real feel for the job. You’ll experience the key aspects of the role, explore both the technical and soft skills needed, learn about our company values, and meet team members who can answer your questions.

The Company

Charles Taylor Assistance — We're a global leader in medical and security assistance, travel risk management, and travel and health claims solutions. We support international insurers and businesses, helping customers when they need it most.

The Role

As a Travel Claims Handler, you’ll be the first point of contact for customers facing unexpected travel problems. You’ll listen, empathise, and guide them through the claims process — making a real difference at a difficult time. Some calls can be challenging and emotionally charged. Our customers contact us when their holiday hasn’t gone to plan, so resilience and empathy are key.

Key responsibilities

• Assessing claims, confirming policy coverage, and gathering required documentation via phone and email.
• Resolving claims efficiently while delivering excellent customer service.
• Managing a high volume of calls and emails.
• Providing clear, accurate verbal and written guidance throughout the claims process.

What we’re looking for

• Confident communicator with strong telephone skills.
• High level of computer literacy and numerical ability.
• Previous customer service or call centre experience (preferred).
• Organised, detail-focused, and able to work well under pressure.
• Comfortable switching between phone and email communication.
• Naturally empathetic, with a genuine desire to help customers.
• Commitment to training and ongoing professional growth.

Salary & benefits

• Hybrid working (after successful probation)
• Salary: £26,210 - £30,300 DOE
• Career progression and development opportunities
• Free Health Cash Plan worth £1,700 per year
• Generous high-street rewards scheme
• Free travel insurance (subject to eligibility)

Our values

• Integrity - We do the right thing
• Collaboration - We are one team
• Agility - We learn, evolve, and adapt
• Care - We are compassionate and human
• Accountability - We take ownership

To apply to this Customer Service Advisor vacancy, you must live and be eligible to work in the United Kingdom.

Important

We provide a comprehensive training and onboarding programme for all new staff. This programme is the start of a learning journey which involves regular coaching, feedback and skill development. Our investment in you allows you to grow and progress for the longer term. For this reason, if you are in possession of a visa please note that we will be unable to consider you for one of our positions if you have less than 18 months remaining on your visa. If you have less than 18 months remaining on your visa, we may still consider you for one of our roles if you can provide one of the following:

• Clear evidence of family ties that would go on to provide you with the eligibility to extend your visa.
• Clear and current evidence that you qualify for a visa extension under the UK immigration laws and can also provide supporting documentation of this.