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Home Emergency Coordinator (Customer Service)

  • Location:

    Croydon, Surrey

  • Sector:

    Customer Service

  • Job type:


  • Salary:

    Up to £21787 per annum + Plus £1k performance bonus

  • Contact:


  • Contact email:

  • Job ref:

    LSB/Customer Service_1579084869

  • Published:

    6 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?

The ideal candidate for this position would be confident and self - motivated individual who is enthusiastic about delivering fantastic customer service in a professional, patient and diplomatic manner. 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.

Basic salary of £21,787 plus £1,000 annual performance bonus = £22,787!!! Plus, amazing benefits package!

35 hours a week on a full shift basis including weekends and nights in line with business requirements. (Monday - Sunday).

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.

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.

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.

Knowledge and development

" Ensure that you maintain up to date knowledge concerning all aspects of the brands you represent.
" To ensure that all product and technical knowledge is applied at every opportunity.

Key Performance Areas

" To work towards achieving 100% on all Key Performance Area targets set for the department.


" To work within and be compliant at all times with all relevant regulations and legislation applicable to the role.

Essential Skills & Attributes

" English Language and Math GCSE C+ or equivalent
" Self-motivated and enthusiastic
" Proactive, quick thinking, flexible and adaptable to changing situations
" Responsible and confident approach to work duties
" Empathetic, Diplomatic and Assertive
" Excellent listening skills and verbal communication
" Ability to work under pressure and meet deadlines
" A genuine desire to provide a high level of customer service
" The ability to effectively manage multiple cases
" Excellent telephone manner, PC Literate and Fast accurate typing skills
" Proven experience of providing a quality customer service within a pressurised environment


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