Travel Claims Handler

Charles Taylor; Portsmouth; Sur place; GBP 22 000 - 28 000; Plein temps

Avantages offerts par ce poste

Comprehensive training programme

Career progression opportunities

Résumé du poste

Charles Taylor Assistance seeks a Travel Claims Handler to support customers during travel disruptions, guiding them through the claims process with empathy and professionalism.

The role involves handling calls and emails, assessing coverage, gathering documentation, and maintaining detailed records. Requirements include prior customer service experience, strong communication skills, and the ability to stay calm under pressure.

Qualifications

• Experience in customer service or call centre roles.
• Excellent verbal and written communication skills.
• Ability to stay calm under pressure and show empathy.

Responsabilités

• Manage travel claims from initial contact to resolution with clear, compassionate guidance.
• Handle high volumes of calls and emails relating to travel insurance claims.
• Assess policy coverage and gather information needed to progress claims.
• Keep accurate records and communicate clearly with customers throughout the process.

Connaissances

Customer service

Call centre

Verbal communication

Written communication

Empathy

Attention to detail

Multi-tasking

Learning new systems

Outils

CRM software

MS Office

Microsoft Outlook

Description du poste

As a Travel Claims Handler, you'll be the person customers turn to when they're facing an unexpected situation while travelling. Whether they're dealing with a cancelled trip, lost belongings, or a more difficult personal situation, you'll guide them through the claims process with empathy, clarity, and professionalism. Some calls may be emotionally challenging, particularly when customers contact us during difficult circumstances abroad. You'll need to be able to show genuine empathy while remaining calm, professional, and resilient. It's a rewarding role where no two conversations are the same, and where the support you provide can genuinely make a difference. What matters is that you have the right attitude, communication skills, and commitment to succeed. What you will be doing:

• You will manage claims from initial contact through to resolution, making sure customers receive clear, accurate and compassionate support throughout
• Handling a high volume of customer calls and emails relating to travel insurance claims
• Assessing claims and checking policy coverage
• Gathering the information and documentation required to progress claims
• Understanding each customer's individual circumstances and providing appropriate support
• Resolving claims efficiently and accurately
• Providing clear, straightforward guidance both verbally and in writing
• Keeping accurate records and paying close attention to detail
• Helping customers navigate what can sometimes be a stressful or unfamiliar situation
• Previous customer service or call centre experience
• Excellent verbal and written communication skills
• Confidence speaking to customers over the phone
• Strong computer skills and the ability to learn new systems quickly
• Excellent organisation and attention to detail
• The ability to stay calm and focused when working under pressure
• The ability to manage multiple tasks, switching effectively between calls, emails, and administrative work
• A talent for explaining information clearly and simply
• A naturally empathetic approach and a genuine desire to help people
• The commitment to work your contracted hours and fully engage with your training and ongoing development

Charles Taylor Assistance provides insurance services by administering travel claims on behalf of well-known organisations. As part of our team, you'll play an important role in delivering a positive experience for their customers at a time when they may need support most. We know that when something goes wrong on holiday, customers need more than just an answer - they need someone who will listen, understand, and help., If you are currently waiting for your UK Graduate Visa, we will only be able to consider your application once your visa has been successfully granted. Unfortunately, we are unable to progress applications until the Graduate Visa has been issued.

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.