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Claims Call Centre Agent

Job Introduction

Claims Call Centre Agent

Salary - £23,400 per annum


FT – 37.5 hours per week

Kent Hybrid

Start Date: Wednesday 15th May

As one of our Claims Handlers working with the First Notification of Loss (FNOL) team, you will be the first person our customer speaks to after they have had an accident in their vehicle. In this role, you will have the opportunity to positively impact customers’ lives and make a real difference as they navigate through their claims journey.

You will be speaking to up to up to 20 customers per day and taking ownership of the customer’s journey, going above and beyond for each customer, overcoming and finding solutions to their queries and complaints should they arise. If you thrive on a challenge, are at your best when you’re busy and can achieve stretching targets then this is the job for you!

Working as a Claim’s Handler within our First Notification of Loss department you will be the first person our customer speaks to after they have had an accident in their vehicle. This can vary from a minor collision whereby our customer has scratched the bumper to their vehicle, all the way through to a multi-car pile up on the motorway, resulting in our customers vehicle being immobile and requiring collection from the roadside.

Our Claims Contact Centre opening hours are 9am - 5pm Monday to Saturday. Shifts will be 37.5hrs per week across 5 days.

At Saga, we offer total flexibility over where you work. You choose a place that you feel most comfortable and productive, either from home or in one of our hubs. Typically our claims teams come together every couple of months at one of our hubs in Kent (Ashford or Sandwich)

Role Responsibility

As one of our FNOL Claims Handlers you will be taking calls from our loyal customers on a daily basis about their car insurance claims

Your accountabilities will include; 

  • To provide our customers with exemplary service by dealing with all calls efficiently, accurately, and promptly 
  • To contribute proportionately to the Team’s achievements of all KPIs, as set by the Team Manager 
  • To meet and exceed the quality standards set by Saga in handling calls and ensure that all promises to our customers are fulfilled 
  • To give flexibility in working arrangements to ensure customer demands are satisfied 
  • To use questioning and listening skills to fulfil customer requirements and needs 
  • To develop and keep a thorough understanding of all products and processes 
  •  To be able to deal with demanding situations in an empathetic and professional manner 
  • To keep client confidentiality always 
  • To be able to investigate and resolve any customer complaints delivering first-class customer service 

The Ideal Candidate

To be a successful claims handler, previous experience in customer service is essential. Whilst a background within a contact centre environment would be desirable, we are open to any area of customer service.

You will be given an initial 2-week training before taking calls to help our customers with their claims. This will allow you time to learn and embed the first part of our customers journey. You will then have a 4-week support plan to help you grow and succeed in the role.

Other skills and experience required include:

  • Excellent verbal and written communication
  • Ability to collaborate with team members and develop relationships cross-functionally and remotely in a team environment
  • Natural tendency to quickly problem-solve in the most stressful situations
  • Excellent time management capabilities with strong attention to detail
  • Ability to multitask and prioritise accordingly based on assigned deadlines
  • Strong ability to manage difficult situations and challenging customers
  • Capacity to take ownership of resolving the customer issue and act as an advocate
  • Capability to learn new systems and tools in a fast-paced environment
  • Ability to develop and apply innovative solutions to solve challenges in ambiguous situations
  • Curiosity to ask questions and think critically to uncover root cause of customer issue

Package Description

Everyday our colleagues deliver exceptional experiences to our customers. We believe exceptional work deserves even more exceptional rewards, that's why we have put together an amazing benefits package for all colleagues. 

Benefits available to all colleagues:

  • 25 days holiday + bank holidays
  • Option to purchase additional 5 days
  • Pension scheme matched up to 10%
  • Private medical after 1 years service
  • Life assurance
  • Wellbeing programme
  • Colleague discounts including family discounts on cruises and holidays!
  • Range of reductions and offers from leading retailers, travel groups and entertainment companies
  • Enhanced maternity and paternity leave
  • Grandparents leave
  • Income protection
  • Access to Saga Academy, our bespoke learning platform

About the Company

Over the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.

At Saga we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement. We value diversity not just because it is the right thing to do, but because diverse teams perform better.

Fair consideration is given to applications from all applicants, including those with disabilities and those over who are over 50 as we are champions of age inclusivity. We are an official Disability Confident employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required. For more information on our DEI policies please visit our Saga Careers page.

Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.


Saga Group


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