Claims & Customer Service Advisor

Claims & Customer Service Advisor

Location: Shoeburyness, Essex
Salary: £26000 - £28000
Job Type: Full-time, Permanent, ONSITE

Overview

Are you looking for a varied insurance role where you can truly take ownership of customer outcomes?

I am seeking a Claims & Customer Service Advisor to join a dynamic team supporting a range of insurance products, including Gadget, Travel and Ticket Protection. This is an excellent opportunity for someone with insurance industry experience who enjoys working across claims, customer service, sales support and complaint handling, rather than being limited to a purely scripted contact centre role.

You'll work closely with underwriters, repair and fulfilment partners, finance teams, and other internal stakeholders to ensure customers receive excellent service and their cases are resolved efficiently.

Key Responsibilities

Claims Handling

• Manage mobile phone and gadget insurance claims, including loss, theft and accidental damage claims.
• Handle ticket protection claims and refund requests following product training.
• Liaise with underwriters regarding travel insurance product queries.
• Work closely with repair and fulfilment teams to progress and conclude claims efficiently.

Sales & Customer Service

• Respond to travel insurance sales and service enquiries.
• Support customers with mobile phone and gadget insurance queries.
• Process premium and excess payments.
• Manage policy cancellations and retention conversations.

Complaints Management

• Log and handle first-line customer complaints in line with company procedures and regulatory requirements.

Team Collaboration

• Work with Finance and Accounts teams to resolve payment and reconciliation queries.
• Liaise with colleagues and stakeholders across the business to support customer outcomes.
• Support the wider team with additional duties as required.

What I'm Looking For

• Previous experience within a regulated insurance environment, ideally in claims handling or customer service.
• Strong understanding of insurance products and processes.
• Excellent verbal and written communication skills with confidence handling customer interactions via phone and email.
• High levels of accuracy and attention to detail.
• A positive, proactive and self-motivated approach.
• A genuine customer-first mindset with the ability to take ownership of cases from start to finish.
• Comfortable working across multiple products and priorities within a fast-paced environment.
• Strong IT skills, including proficiency in Microsoft Word and Excel.
• A willingness to suggest improvements and contribute ideas to enhance customer experience and operational processes.

Desirable Skills

• Experience handling customer complaints.
• Knowledge of fraud investigation and fraud management processes.
• Additional language skills (bi-lingual or multi-lingual).

What's on Offer?

• A diverse and engaging role with exposure to multiple insurance products.
• The opportunity to build experience across claims, service, sales support and complaints handling.
• A collaborative team environment where your ideas and contributions are valued.
• The chance to make a real impact on customer outcomes through ownership and accountability.

If you're an insurance professional who enjoys variety, problem-solving and delivering outstanding customer service, we'd love to hear from you.