Customer Service Advisor - Travel Claims
Cohsam, Portsmouth / Hybrid
£26,210 - £30,300 per annum (DOE)
Start date: Monday 16th of March 2026
Interview dates: Friday 6th and Thursday 26th February 2026
**Charles Taylor Assistance was nominated as a finalist in the 2025 Personnel Today Awards for our amazing workplace culture and exceptional candidate experience. We’re proud to create a supportive, positive environment where every team member can thrive!**
Why Join Charles Taylor?
1. Wellbeing at the Core: Our wellbeing champions scheme has grown tenfold, offering mental health support sessions with the Samaritans and open vulnerability forums
2. Career Growth & Development: From professional certifications to secondments and leadership training, our employees have access to innovative learning pathways to reach their full potential
3. Proven Impact: Employee engagement has soared, and turnover has significantly reduced. Meaning more team members are being promoted internally and gaining new qualifications
The company and the role:
Charles Taylor Assistance offers insurance services by administrating travel claims on behalf of companies such as Aviva, HSBC, First Direct & NBS (Nationwide).
As a Travel Claims Handler, you will serve as the initial point of contact for customers navigating unexpected events during their travels. You will empathise with their circumstances, comprehend their individual needs, and guide them through the claims process, making a meaningful difference in their lives. Some calls may be particularly difficult and emotionally charged, as customers contact us during challenging times on their holidays. It’s essential to approach these interactions with resilience, compassion, and the ability to maintain professionalism without taking them personally.
What we look for in a candidate:
4. Ability to work the contracted hours and maintain commitment throughout the training period and beyond
5. A high level of competency in using computers is a prerequisite
6. Previous call centre / customer service experience
7. Confident speaking to people on the phone with exceptional communication skills
8. Highly organised under pressure with a strong level of attention to detail
9. Ability to multi-task - switching between high levels of telephone calls and emails
10. Ability to convey information in a simple and clear manner
11. Natural empathy and a flair for making a difference to our travel customers
Duties and responsibilities:
12. Evaluating claims and verifying the coverage of the insurance policy via email and telephone and collecting the necessary information and documents to proceed with a claim
13. Resolving claims efficiently
14. Answering high volume and emails
15. Providing the customer with clear verbal and written guidance to ensure that the claim process is first class
Benefits:
16. Simplyhealth
17. Perks at Work Scheme
18. Local hotel discounts
19. Holiday Travel Insurance - After 1 years’ service
20. Staff Referral scheme