Job Title –Customer Claims Specialist –

Department – Claims

Location –Croydon / Birmingham

Salary - £24,000 - £30,000 Dependant on experience

Bonus - £2,045

Start Date – April 2025

The role: You will support customers who call in for assistance regarding their policy, providing accurate information in response to their enquiry. You will respond to enquiries relating to existing claims, and update systems with all conversations and documents received. You will handle customer escalations positively, ensuring that any unresolved issues are highlighted to your manager.

Working within the Travel Support team, you will be report to the Travel Support Manager. You will contribute to regular team meetings and be supported through your initial training and beyond with our buddy system. You are encouraged to bring your ideas and highlight areas for improvement in processes.

As an established corporation and true global player, we offer an attractive benefits package that includes discounted insurances, share save scheme, private medical cover and discounts with online and local retailers to name a few! You will be encouraged and supported to improve your skills and learn new ones within an environment that values collaboration.

Hours: 35 Hours per week. Shifts covering 08am to 8pm Monday to Friday, 9am to 5pm Saturday. You will be required to work 1 in 5 Saturdays with a day off in the week if worked.

Working from home:

It’s important to us that you are able to create a healthy workspace. We will provide you with the IT equipment you need to carry out your role (PC, two screens, keyboard and mouse etc.). To ensure our customers receive a reliable and trusted service, you will need to have a telephone landline available to use whilst working.

You will:

All customers are calling us for help and therefore you will be required to handle all incoming and outgoing telephone calls in a helpful, friendly, polite and professional way.
To proactively manage each claim ensuring that the customer receives the most appropriate service in a timely and cost effective manner.
To monitor all aspects of the claim to ensure that all services are provided at the agreed time and that the customer is kept fully appraised of the progress.
Handle first notification of loss (FNOL) calls empathetically, enter all relevant claims information accurately and agree the next course of action, whether we are requesting further information or are able to fast track the customers claim.
Our first thought should be to obtain any information in the quickest way, therefore proactive calls are essential to provide updates and request customer information.
Assess new claims in accordance with policy terms and conditions, within specified service levels and in line with department procedures
To ensure that the relevant Supervisor/Manager is informed of any service failure or potential problem.
Identify and initiate potential recoveries from 3rd parties

About you:

You must have insurance claims experience
You must have proven experience of providing a quality customer service within a pressurised office environment
You will have a genuine desire to provide a high level of customer service
You must be able to effectively manage multiple cases
You will have a high attention to detail and quality focus
You will have a proven ability to prioritise multiple tasks and work under strict timescales/under pressure
You must have an excellent telephone manner
You will be PC Literate
You will have good geographical knowledge
Ideally you will have a good understanding of the Travel Industry or Travel Insurance

Staff Benefits

You will receive excellent training for this role as we are dedicated to ‘Achieving Excellence Through Learning.’ You are always encouraged to bring your ideas and highlight any areas for improvement in processes.

In exchange for your expertise, experience and enthusiasm, we will offer support in continuing your personal and career development, in addition to providing a wide range of employment linked benefits.

We will provide you with competitive salary and contribute towards a company pension scheme. You will have access to a range of discounts on Allianz products, as well as vouchers and discounts for high street and online retailers. You will also benefit from our company bonus scheme, Private Medical Cover, competitive annual leave, annual Flu vaccination, annual Eye Care vouchers, discounted Travel Insurance, Roadside Assistance free after 6 months’ probation, Corporate Social Responsibility and an Interest free season ticket loan after probation.

Successful applicants to our career opportunities will be able to demonstrate they share the values and behaviours we seek in our organisation.

About Allianz:

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, grow, and shape a better future for our customers and the world around us.

Dedicated to bringing global protection and care, Allianz Partners is the B2B2C leader in insurance and assistance solutions in the following areas of expertise: travel insurance, assistance, mobile device & digital risks insurance, international health & life and automotive insurance. We care for our customers, and our caring nature extends to our employees. We don't just hire people, we commit to them, nourish them and invest in their careers because we recognise that your development goes hand in hand with our growth and success.

We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.

Join us. Let's care for tomorrow

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