Customer Service Claims Handler- Italian and English speaking

Collinson is an equal opportunity employer and welcomes everyone to our We strongly encourage people of any colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences to If you need reasonable adjustments at any point in the application or interview process, please let us

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The role:

The purpose of the role will be to deal with inbound sales, customer service & claims calls and claims assessment, providing efficient friendly customer contact with accurate relaying of information and high levels of customer There may also be a requirement to make outbound

To provide verbal and written advice to customers on all aspects of claims handling as well as providing a high level of service to our external clients through client relationships and process

To support colleagues on a day-to-day

Key Responsibilities:

• Promote the best image of the Company through a professional manner and behaviour and adhere to company standards and
• To review claims in accordance with the policy wording and as defined by the
• To provide comprehensive verbal and written advice on all aspects of Policy Wording in
• Relation to cover and
• To provide speedy telephone response to all calls to Claims Department giving clear and
• Accurate advice to
• Where a claim is admissible ensure a detailed explanation is given and to follow this in writing where
• To accurately assess all claims and respond to claimant with concise letter detailing all further
• Information/documentation required to proceed with claim or giving full explanation of
• Ensure all recovery aspects of claims are monitored and amounts due are obtained where
• To accurately input claims payments to either clients or third party suppliers, into the claims
• Ensure any potential fraud indicator is identified and acted
• Develop industry best practices for customer service

• To achieve high levels of Customer Service delivery based on company call handling guidelines and
• To handle and respond to customer e-mails within 24hrs (excluding weekends).
• To work to agreed standards of accuracy, quality and business procedures for all areas of call handling and processing
• To adhere to all FCA compliance guidelines and standards for Treating Customers Fairly as covered in Induction Training
• To work within the agreed inbound/outbound call handling and productivity standards in order to achieve the Contact Centre service levels

Person Specification/Skills needed:

• Speak fluent Italian and English
• Excellent written and verbal skills
• Ability to work under pressure
• Good command of the English Language
• Experience in telephone-based customer service ( ideal)
• Good organisational and numerical skills ( analyse statistical data)
• Ability to work on own initiative and as part of a team
• Ideally knowledge of the Go-Trex claims system or similar claims systems
• Understanding of FSA regulations and the TCF concept
• Polite friendly and professional manner
• Integrity and ability to maintain confidentiality