Contact Centre Advisor

Office Angels; Old Warren; Hybrid; GBP 22,000 - 27,000; Full time

Benefits offered by this job

Hybrid working

Free bus pass

25 days leave

Health cover

Discounts

Train travel discount

Cycle to work

Pension & shares

EAP 24/7

Discretionary bonus

Job summary

Office Angels Limited is seeking a Claims Contact Centre Agent in Reading. This full-time role (35 hours) offers hybrid working, a clear shift pattern, and a salary of £24,500 per year.

You will handle claim notifications by phone, deliver excellent service, assess liability, and ensure accurate admin and compliance. Ideal candidates communicate well, manage time effectively, and are comfortable with computer systems.

Qualifications

• Excellent customer service skills with empathy and active listening.
• Strong telephone manner for inbound and outbound calls.
• Solid literacy and numeracy for accurate processing.
• Effective time management to handle workloads.

Responsibilities

• Handle new claim notifications via telephone in line with procedures.
• Deliver high level customer service on all calls.
• Assess liability and manage claims within authority levels.
• Prioritise workload to maintain quality and productivity.
• Ensure claims and admin processes are accurate and compliant.
• Identify potentially fraudulent claims early and escalate as needed.
• Support with ad hoc tasks and projects as required.
• Maintain compliance with policies and regulatory requirements.

Skills

Customer service

Telephone manner

Literacy & numeracy

Time management

Communication

Computer literacy

Job description

Claims Contact Centre Agent

Salary: £24,500 per annum

Location: Reading

Working Hours: This is a full-time role (35 hours per week) with flexible shift patterns:

• Early Shift: 8am - 4pm
• Mid Shift: 10am - 6pm
• Late Shift: 12pm - 8pm

Are you a confident communicator with a passion for delivering exceptional customer service? Our client is seeking a dedicated Claims Contact Centre Agent to join their vibrant team!

About the Role:

As a Claims Contact Centre Agent, you'll be at the heart of our operations. Your primary responsibilities will include:

• Handle new claim notifications via telephone in line with company procedures and service standards.
• Deliver a consistently high level of customer service across all inbound and outbound calls.
• Assess liability and manage claims within delegated authority levels.
• Effectively prioritise and manage workload to maintain quality and productivity.
• Ensure all claims and administrative processes are completed accurately and in line with best practice.
• Identify and flag potentially fraudulent claims at the earliest opportunity.
• Escalate complex queries to management when required.
• Support with additional tasks and projects as needed.
• Maintain compliance with company policies, procedures and regulatory requirements.

What We're Looking For:

• Excellent Customer Service Skills: Ability to empathise and engage with customers.
• Strong Telephone Manner: A confident and friendly phone presence.
• Literacy and Numeracy Skills: For processing claims accurately.
• Time Management & Organisation: You'll need to manage your workload efficiently.
• Good Communication Skills: Able to collate information and convey it clearly.
• Computer Literate: Comfortable using various software and systems.

What's in it for You?

• Hybrid Working: Enjoy the flexibility of working from home.
• Free Bus Pass: For you and your family upon joining!
• Annual Leave: 25 days plus bank holidays.
• Health Benefits: Basic health insurance cover after probation, with an option to upgrade.
• Exclusive Discounts: On high street brands, supermarkets, holidays, and cinema tickets.
• Travel Benefits: Discounted train travel for you and your family after 6 months service.
• Cycle to Work Scheme: Promote a healthy lifestyle!
• Shares Scheme & Pension: Secure your future with our generous pension plan.
• Employee Assistance Programme: Access to 24/7 mental health support.
• Discretionary annual bonus

We are an equal-opportunities employer who puts expertise, energy and enthusiasm into improving everyone's chance of being part of the workplace.

We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more.

By showcasing talents, skills and unique experiences in an inclusive environment, we help individuals thrive.

If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Office Angels UK is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website