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Claims Agent

Holland and Barrett International Limited
Job LocationNuneaton, Warwickshire
EducationNot Mentioned
SalarySalary negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

The carrier claims agent will be responsible for raising carrier claims for Holland & Barrett selected carrier partners on a day-to-day basis, along with liaising internally with the customer service team and externally with customers who wish to raise aclaim based on their order circumstances.Key Responsibilities:

  • To follow all company processes, procedures and guideline adopting a right first-time outcome for every customer.
  • Provide support to the management team by ensuring delivery of own performance against agreed objectives, KPIs and SLAs.
  • Processing of new claims in accordance with each relevant carriers claims process.
  • Working with carriers to ensure timely resolution with claims and escalations.
  • Ability to investigate root causes of claims and being able to identify trends and issues and potential resolutions for these.
  • Liaising directly with customers regarding the claim made via phone and email.
  • Working towards KPI targets and clear objectives set by the business.
  • Assess customer claims fairly and consistently, in line with the policy terms and conditions.
  • Supporting the Multichannel Operations team with any administration tasks, this may include supporting carriers, system setup and configuration and reporting.
The Person:
  • Previous experience of working in a phone-based customer services role or within a similar environment.
  • Ability to always demonstrate a calm and professional attitude.
  • Ability to listen, identify and resolve customer issues.
  • Excellent attention to detail.
  • Excellent data inputting skills, literacy and numeracy.
  • Willingness to develop self and new skills.
  • Embrace, embed and incorporate the Company Values.

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