Job Description

Ob Title: Travel Support Executive
Location: UK-Surrey-Croydon

Overview:
Responding to customer enquiries and issues in writing, utilising your written communication skill
Providing telephone support and advice for e-commerce clients, utilising proven customer service skills

Call handling:
" Handle all calls within performance targets in a professional manner following agreed sales scripts and procedures
" Handle all external/internal enquiries and sales pro-actively, following agreed procedures
" Carry out medical screening as and when required
" Handle existing claims enquiries calls, communication claims outcomes where appropriate, referring to appropriate policy terms and conditions
" Handle customer escalations in a positive way and refer any unresolved quality issues to your line manager
Emails/Post
" Carry out all necessary enquiries and liaison to provide appropriate response
" Respond to customer emails/letters within agreed time frames in a professional manner following agreed procedures
" Ensure that non-standard responses are checked by the Team Leader/Department Manager prior to being sent
Accurate data capture and input:
" Capture all necessary information precisely and accurately
General administration:
" Carry out administrative tasks as required within the department

You will be responsible for the following;

Health and Safety:
" To ensure that your work area is kept safe and tidy at all times
" To abide by the Health and Safety Work Act 1974
" To notify your Supervisor/Manager of any Health and Safety issues which may cause harm to fellow employees
Training:
" To advise your supervisor of any areas of work where you feel you require additional training
" Be available for training on a new schemes/policy skills as required
Quality Management System:
" To work as a member of a team within the quality system and follow all documented quality procedures and instructions
Key Performance Areas:
" To work towards achiveing 100% on all key performance area targets set for the department
Appraisals:
" To actively participate in and contribute towards individual appraisals, monthly team meetings and monthly one to one sessions
Compliance:
" To work within and be compliant at all times with all relevant regulations and legislation applicable to the role


Qualifications:
It is essential that you have a good standard of general education including an English Language and Maths GCSE or equivalent.

Further to this you must be able to demonstrate evidence of experience in the following areas;
" Experience of working in a quality customer service environment
" PC and internet literate
" Excellent telephone manner
" Good typing skills
" Excellent literacy skills
" Excellent written and verbal communication skills
It would be advantageous if you had good worldwide geographical knowledge and experience of working in a travel claims environment, in addition toworking to targets

It is important that you hold the following personal qualities

" Excellent communication skills and ability to empathise when required
" Sound decision making ability encompassing diplomacy and patience when required
" Mature and confident approach to work duties
" High attention to detail and quality focus
" Flexible and adaptable to changing situations
" Team player
" Ability to prioritise multiple tasks and work under strict guidelines
"