Travel Claims Handler - Customer Service Advisor - Christchurch

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

Job summary

Charles Taylor Assistance is seeking a Travel Claims Handler to join our customer service team in Christchurch. You will guide customers through the claims process for travel disruption or loss, with empathy, clarity and professionalism.

The role involves managing claims from first contact to resolution, handling high volumes of calls and emails, assessing coverage, gathering documentation, and keeping accurate records. Hybrid working may be available once you're fully fluent in the role.

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 ability to learn new systems quickly.
• Excellent organisation and attention to detail.
• Ability to stay calm and focused under pressure.
• Ability to manage multiple tasks across calls, emails and admin work.
• Clear and simple explanations for customers.
• Empathetic approach and a genuine desire to help people.

Responsibilities

• Manage claims from initial contact through to resolution with 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 both verbally and in writing.
• Keep accurate records with close attention to detail.

Skills

Customer service experience

Excellent verbal communication

Written communication

Confidence on calls

Computer systems proficiency

Organization and attention to detail

Calm under pressure

Multitasking across channels

Empathy and helping mindset

Tools

CRM systems

Job description

Travel Claims Handler - Customer Service Advisor

Christchurch, Dorset (Hybrid working may be available once you are fully competent in the role and confidently settled into this position)

£27,980 - £32,185

Start date: Monday 11th January 2027

Interview morning: Tuesday 1st November 2026 & Tuesday 8th of December

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 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.