Customer Service Advisor

CKB Recruitment Ltd; Shoeburyness; On-site; GBP 26,000 - 28,000; Full time

Benefits offered by this job

22 days' annual leave

Bank holidays

Fresh fruit and snacks

Coffee machine

Ongoing training

Collaborative culture

Job summary

CKB Recruitment Ltd is recruiting a Claims & Customer Service Adviser for its ticket protection team in Shoeburyness, Essex. The role is fully office-based, offering full training and a salary of £26,000-£28,000.

You will handle claims and refund requests by phone and email, gathering information, reviewing claims and keeping customers updated through the process. Monday–Friday, 9:00–17:30, with an immediate start in a collaborative office.

Qualifications

• Office-based customer service experience preferred.
• Strong communication with customers by phone and email.
• Excellent attention to detail and accuracy.
• Friendly and professional telephone manner.

Responsibilities

• Handle ticket protection claims and refund requests by telephone and email.
• Support customers unable to attend events and gather required information.
• Review claims against policy terms and procedures.
• Keep customers informed throughout the process and respond to enquiries.
• Process payments and refunds accurately and maintain records.

Skills

Customer service

Telephone & email

Attention to detail

Microsoft Word

Tools

Microsoft Word

Microsoft Excel

Job description

Claims & Customer Service Adviser

Shoeburyness, Essex | £26,000-£28,000 | Full-time, office-based | Full training provided

Do you have office-based customer service experience and enjoy helping people, resolving queries and seeing cases through from start to finish?

CKB Recruitment is working with an established business to recruit a Claims & Customer Service Adviser for its ticket protection team in Shoeburyness.

You do not need previous insurance or claims experience, as full training will be provided. What matters is that you're confident communicating with customers by telephone and email, have excellent attention to detail and can provide a friendly, professional service.

You’ll primarily help customers with ticket protection claims and refund requests, supporting people who are unable to attend an event due to an unexpected change in circumstances. You’ll gather the necessary information, review each claim and keep customers updated throughout the process.

Salary and benefits

• £26,000-£28,000 basic salary, depending on experience.
• Full training provided.
• 22 days' annual leave plus bank holidays.
• Up to three additional days' holiday through the company's non-sickness policy.
• Up to three further days' holiday through length of service.
• Welcoming, open-plan office environment.
• Fresh fruit, biscuits and snacks provided weekly, plus a new coffee machine.
• Ongoing training and development opportunities.
• A collaborative culture where ideas and initiative are welcomed.

What you'll be doing

• Handling ticket protection claims and refund requests by telephone and email.
• Supporting customers who are unable to attend an event.
• Gathering relevant information and supporting documentation.
• Reviewing claims against the applicable policy terms and procedures.
• Keeping customers informed throughout the claims process.
• Responding to general customer service and policy enquiries.
• Processing payments and refunds accurately.
• Recording and responding to first-line complaints.
• Maintaining accurate and up-to-date customer records.Working with finance and other internal teams to resolve queries.
• Managing a varied workload while maintaining excellent customer service.
• Suggesting improvements to internal processes and the customer experience.
• Occasionally supporting other areas of the business once fully trained.

What we're looking for

Previous insurance experience is not required. However, you must have experience in an office-based customer service role, ideally involving regular communication with customers by telephone and email.

You’ll also need:

• Excellent verbal and written communication skills.
• A friendly and professional telephone manner.
• Strong attention to detail and accuracy.
• The ability to explain information clearly and sensitively.
• A positive, hardworking and self-motivated approach.
• Good organisation and the ability to manage several priorities.
• A willingness to learn and develop new skills.
• Working knowledge of Microsoft Word and Excel.
• Experience handling complaints, processing refunds or reviewing customer documentation would be helpful, but it is not essential.

Location and working hours

This position is fully office-based in Shoeburyness. Hybrid working is not available.

Monday to Wednesday: 9:00am-5:30pm.

Thursday and Friday: 9:00am-5:00pm. An immediate start is available.