Travel Claims Handler - Customer Service Advisor

Charles Taylor; Hurn; Hybrid; GBP 28,000 - 32,000; Full time

Job summary

Charles Taylor Assistance in Christchurch, Dorset, is seeking a Travel Claims Handler to support customers through the travel claims process with empathy and clarity. You will manage claims from first contact to final resolution and handle calls and emails relating to travel insurance.

The role emphasizes accurate documentation, policy checks, and compassionate guidance during stressful situations abroad. Strong communication, good organisation and the ability to stay calm under pressure are

Qualifications

• 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.

Responsibilities

• Manage claims from initial contact through to resolution, providing clear, compassionate support.
• Handle a high volume of calls and emails relating to travel insurance claims.
• Assess claims and check policy coverage.
• Gather information and documentation required to progress claims.
• Understand each customer's circumstances and provide appropriate support.
• Resolve claims efficiently and accurately.
• Provide clear guidance verbally and in writing.
• Keep accurate records and pay attention to detail.
• Help customers navigate stressful or unfamiliar situations.

Skills

Customer service experience

Verbal communication

Written communication

Phone handling

Computer skills

Attention to detail

Multitasking

Empathy

Learn new systems

Job description

Travel Claims Handler - Customer Service Advisor

Christchurch, Dorset

£27,980 - £32,185

Hybrid working may be available once you are fully competent in the role and confidently settled into this position

About Charles Taylor Assistance

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.

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

We are looking for someone who has:

• 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

Please note that we're unable to consider applications from candidates who have previously applied or interviewed for this role.

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 f