Operations Support Coordinator

Great opportunity to join a FTSE 100 company.

Our International Operations department provides call handling for assistance from holidaymakers and business travellers across the globe.

The role of Operations Support Coordinator will be to support the operations team with administrative functions and will open all faxed cases and answer all calls from the first call queue within departmental service standards.

Responsibilities include:
Opening outpatient cases and escalating to operations if further management required.
Delivering an efficient and professional service for all cases following the correct procedures
Effective maintenance and use of the call handling system.
Verification of travel insurance policies including medical declarations, recording and escalating as necessary.
Referring cases outside own level of authority upwards following the correct escalation process.
Delivering against agreed service standards by maintaining high levels of incident maintenance, which includes accurate estimations of costs.
Adhere to set procedures at all times keeping fully aware of ALL schemes handled.
Directing first calls appropriately to insure, claims handler or operations.
Keeping up to date with business knowledge and all aspects of service requirements to ensure clients receive the best possible support and information.
Daily mail merge of claims notifications to insurer/claims handler as per set guidelines.
Identify the nature of the client's problem through effective questioning and listening.
Processing and analysing information in order to diagnose problems and asses the needs of the client.
Where applicable, referring clients to Case Managers, Team Leaders or Shift Managers for further support.
Alternatively providing suitable information and direction to clients to help resolve their problem.
Accurately maintaining the information recorded on the case handling system.
Handling and resolving customer complaints in a manner which maximises customer satisfaction, escalating where necessary.

Candidates should be able to identify and empathise with the client, build relationships and on occasions help vulnerable and distressed clients. They should have excellent communication skills, be PC literate with knowledge of Microsoft office products and be able to identify the caller's problem and match with the appropriate solution. They should also be able to work as part of a team and on their own initiative, have a flexible approach to changing work priorities and have very strong customer service skills essential. Previous experience within the insurance industry would be considered desirable.
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Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.