Job Title: Assistance Coordinator

Reporting to: Operations Supervisor

Direct Reports: None

Position Type: Permanent – 36 hours per week – Wednesday to Saturday 09:00 to 19:00

Overview:

Why Tokio Marine HCC?

Standing still is not an option in the current world of Insurance. TMHCC are one of the world’s leading Specialty Insurers. With deep expertise in our chosen lines of business, our unparalleled track record and a solid balance sheet, TMHCC evaluates and manages risk like no one else in the industry. Looking beyond profit, empowering our people and delivering on our commitments are at the core of our customer values, and so is a desire to grow and provide creative and innovative solutions to our clients.

Job Purpose:

Due to our continued growth, we are looking for Assistance Coordinators to join our Bridgend team.

In this role, you will assist and participate in the day-to-day operations of the Global Response Centre to coordinate medical, repatriation of remains and travel assistance services. This role will include taking inbound calls to set up new cases, assist with traveller queries and liaise with medical teams. An exceptional level of customer care and empathy is expected within this role, due to the sensitivity of the cases.

Key Responsibilities:

Ensures allocated incoming calls/tasks are processed, maintained, and validated accuratelyIdentify and de-escalate customer case concernsInitiating proactive outbound communication to customers, service providers and clients to obtain necessary information for the successful resolution of enquiries Maintaining a high level of responsiveness and efficiency in reaching a resolution in a reasonable timeframeHigh Priority work to be correctly identified and prioritisedCommunicating with customers and clients in a personalised, informative, courteous, and diplomatic manner, in order to build and maintain good rapport

Skills and Experience Specification:

Essential:

Preferred education level – A-Level (grades A-C) or Core curriculum GCSE (grades A-B)Motivated with excellent interpersonal and communication skillsExcellent telephone manner Exceptional level of customer care

Key Benefits

Hybrid working optionsNon-contributory pensionFunded private healthcare25 days holiday (plus bank holidays)Wellbeing allowanceFree parking

What We Offer

 The Tokio Marine HCC Group of Companies offers a competitive salary and employee benefit package. We are a successful, dynamic organization experiencing rapid growth and are seeking energetic and confident individuals to join our team of professionals. The Tokio Marine HCC Group of companies is an equal opportunity employer. Please visit www.tmhcc.com for more information about our companies.

The Tokio Marine HCC Group of companies is an equal opportunity employer.  Please visit www.tmhcc.com for more information about our companies.

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