Travel Response Advisor

We are working with an award-winning, global insurance company that has a vibrant and inclusive culture, promising excellent benefit packages, training and development opportunities and flexible working to reward the hard work and commitment of their employees.

Our client is looking for a Travel Response Advisor to join their dynamic and expanding team in Brighton. This role offers a flexible opportunity to work on a hybrid basis.

If you are looking for a role with great progression and training opportunities, where your Customer Service skills will be rewarded and recognised, we would love to receive your application!

Benefits

• 25 - 30 Days Holiday plus bank holidays
• Company Sick Pay
• Retirement Savings Plan
• Life Insurance, Income Protection Plan
• BUPA Healthcare Plan/Private medical insurance
• Eyesight Testing
• Employee Assistance Programme
• Cycle to Work
• Season Ticket Loan
• Employee Discount

Requirements

• Minimum 2 A levels Grades A-C or equivalent - including recent graduates with proven customer service skills
• Confidence in communicating with people at different levels in different situations
• IT and PC literate demonstrating typing skills
• Ability to multi-task and prioritise workload effectively to meet varying tasks and deadlines and delegate
• Strong communicator at all levels; verbally and written to build and maintain internal and external relationships
• Good numeracy, literacy, and attention to detail
• Is self-managed and motivated, has a proactive/'can-do' attitude, can demonstrate effective problem solving and is solutions focused even when working under pressure

Responsibilities

• Provide customer service support re: policy cover, monitoring and reporting on patient status, coordination of travel emergencies, whilst ensuring all case handling is documented
• Proactively handle escalated calls and ensure complaints are resolved, where possible, and logged in accordance with business policy, including use of the Respond database and meet FCA guidelines
• Deliver superior customer service whilst ensuring regulatory principles & processes, including TCF (Treating Customer Fairly) policies are followed and delivered consistently
• Give care and consideration to cases managed in respect of technical and operational case management quality, complaints reduction, leakage, and cost control, reserving accuracy, quality of HCNs, again ensuring department operates within defined regulatory, legal and company policy requirements
• Assist with the review of processes and potential risks to ensure the department operates in the most efficient manner possible, reducing transactional costs and risks to the business
• Deliver agreed Key Performance Indicators (KPIs) to achieve business objectives, including call answer rate, productivity & quality targets to ensure defined Service Level Agreements (SLAs) are met
• Promote a pro-active outbound call culture, including setting clear expectations of service to all customers and stakeholders and delivering the agreed communication strategy
• Deliver and reinforce a 'customer driven' culture of continual improvement to provide challenging and rewarding environment in which employees develop, take ownership, and become empowered to contribute to meeting business goals

Job Title: Travel Response Advisor

Location: Brighton (Hybrid)

Salary: £26,500 + Bonus of £1300 + Excellent Benefits

Full time: Flexibility between Monday - Sunday required from 8am - 8pm, (5 days per week / 7.5hrs per day / 37.5 hrs per week). Must be able to work approximately one weekend every three weeks.

Start Date: 23rd June 2025. Candidates must be available for an initial 6-week training course with no leave planned during this time.

If you would like to know more about this Customer Service Advisor role, please contact Angela Potter at Clearline Recruitment.