Travel Claims Specialist – Empathy & Resolution

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

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.