First Response Administrator

Arc Legal Group; Colchester; On-site; GBP 19,000 - 23,000; Full time

Job summary

Arc Legal Group in Colchester is seeking a First Response Administrator to be the first point of contact for our clients and customers. You will handle calls, emails and web chats, directing them to the right colleagues and ensuring that information is communicated accurately.

The role emphasizes delivering excellent customer service with full training provided. A background in Insurance Claims is helpful but not required, and a strong work ethic and willingness to learn will help you succeed.

Qualifications

• Strong customer service skills are essential.
• Background in Insurance Claims is an advantage but not required.

Responsibilities

• Answer calls within service level agreements and direct callers to appropriate people.
• Action emails and handle correspondence within service level agreements.
• Handle inquiries via telephone, email and web chat in a courteous and helpful manner.
• Signpost customers to relevant departments calmly and professionally.
• Understand and embrace the concept of “excellent customer service”.

Skills

Customer service

Multichannel support

Clear communication

Job description

We’re Arc Legal and we’re a specialist provider of ancillary insurance products. Part of the global AmTrust Financial group, we have more than 20 years’ of experience and as experts in our field, we are obsessed with delivering high quality ‘bespoke’ products and excellent customer service. In particular, we are one of the leading providers of legal insurance in the UK.

We are looking for a First Response Administrator to join our busy team in Colchester.

The First Response Administrator will be the first point of contact on behalf of the business dealing with a wide variety of calls, web chats and emails from our clients and customers.

Day to day activities:

• Answer calls within contractual service level agreements, directing callers to appropriate people and resolving questions and issues.
• Action emails and deal with correspondence within service level agreements.
• Handle customer inquiries both telephonically, email and web chat in a courteous and helpful manner and ensure that all information is obtained and communicated correctly.
• Sign post customers to relevant departments calmly and professionally.
• Understand and embrace the concept of “excellent customer service”

Strong customer service skills are essential, a background in Insurance Claims would be an advantage, but is not essential, as full training is provided. Candidates possessing a strong work ethic and the attitude to learn and develop will do well here.