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Customer Service Coordinator (Home Emergency Call Handler)

  • Location:

    Croydon, Surrey

  • Sector:

    Contact Centre

  • Job type:


  • Salary:

    Up to £22400 per annum + 1k Annual Bonus

  • Contact:


  • Contact email:

  • Job ref:


  • Published:

    11 months ago

  • Expiry date:


  • Startdate:


Job Description

Job Description - Customer Service Coordinator (Home)

Would you like to work for a reputable and global organisation in a fast paced but rewarding environment?
Are you a passionate about delivering outstanding customer service?
Are you seeking the opportunity to kick start your career with a corporate company, working for one of the world's leading insurance providers?

Who would be an ideal candidate for this role?
The ideal candidate for this position would be self-motivated, confident, enthusiastic and compassionate in attitude with the ability to handle customers in a professional, patient and diplomatic manner in order to deliver fantastic customer service.

Our client is looking for confident individuals who can work within a busy environment alongside the team as well as effectively on their own initiative. You will need previous customer service experience - Call centre or Property Maintenance experience would be ideal, although full training will be provided.

Croydon, Surrey - Immediate proximity to the train station, trams and buses in the area, travelling to work couldn't be easier on a daily basis.

Basic salary of £22,400 plus £1,000 annual performance bonus = £23,400!!!

Amazing benefits including Life insurance, Pension, Private medical cover, Child care vouchers, Roadside assistance, Eye care vouchers and discounted Travel insurance and much more!

35 hours a week on a full shift basis including weekends and nights (Nights won't be included to this role until April 2020. Latest finish now will be 10.00pm) in line with business requirements. (Monday - Sunday).

Main Duties:

Customer Assistance

" To provide an efficient, professional and proactive response to requests for assistance by delivering customer focused and cost-effective solutions. To apply cost containment and case management principles at all times.

" To handle all incoming and outgoing telephone calls in a prompt and courteous manner in line with the company and client expectations.

Telephone Assistance

" Handle calls in a prompt, polite and professional manner at all times with empathy and customer focus.
" Actively communicate with all parties on a regular basis until case closure.

Case Management

" Utilise the correct resources and provide the most appropriate and cost-effective assistance solutions in line with company procedures and underwriting policy.
" Monitor all aspects of the assistance to ensure that all services are provided at the agreed time and that the customer is kept fully appraised of the progress.
" Capture all relevant information accurately on the case management system.
" Ensure any service failure is reported to the Team Manager or Department Manager immediately.
" To ensure there is a verbal handover in file delegation where there is any high profile, high cost or logistically difficult / complex situation so that the next
" Coordinator fully understands both what is happening and what is required.

Cost Management

" Ensure all appropriate checks are made to validate eligibility to service.
" Ensure accurate reserves and costs are added to all cases.
" Ensure service providers are utilised appropriately and in line with department and underwriting guidelines.


" To perform such administrative tasks as appropriate to your files/calls.
" To inform your Manager of any cases that may become problematic.
" To carry out additional duties and ad hoc projects as requested by your Manager.

You will be responsible for the following;

Health & Safety

" To ensure that your work area is kept safe and tidy at all times.
" To abide by the Health & Safety Work Act 1974.
" To notify your Manager of any Health & Safety issues which may cause harm to fellow employees.


" To advise your Manager of any areas of work where you feel you require additional training.
" Be available for training on new schemes/policy changes and skills as required.

Knowledge and development

" Ensure that


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