Travel Claims Handler – Customer Service Advisor
Salary: £26,210 – £30,300 (depending on experience)
Location: Cosham/ Hybrid
Start Date: Monday 3rd November
Due to recent client wins and continued business growth, we are expanding our team and are looking for Travel Claim Handlers to join our team. Many of our team members have been with the company for several years, contributing to a collaborative culture built on trust, mutual respect, and knowledge. This stability not only supports individual growth but also ensures a dependable, well-supported foundation for long-term success
Curious about what it’s really like to be a Customer Service Advisor at Charles Taylor? Our upcoming hands-on taster sessions on Thursday 25th of September and Wednesday 1st of October will give you a real feel for the job. You’ll experience the key aspects of the role, explore both the technical and soft skills needed, learn about our company values, and meet team members who can answer your questions.
About Charles Taylor Assistance
We’re a global leader in medical and security assistance, travel risk management, and travel and health claims solutions. We support international insurers and businesses, helping customers when they need it most.
The role
As a Travel Claims Handler, you’ll be the first point of contact for customers facing unexpected travel problems. You’ll listen, empathise, and guide them through the claims process — making a real difference at a difficult time.
Some calls can be challenging and emotionally charged. Our customers contact us when their holiday hasn’t gone to plan, so resilience and empathy are key.
Key responsibilities
1. Assessing claims, confirming policy coverage, and gathering required documentation via phone and email.
2. Resolving claims efficiently while delivering excellent customer service.
3. Managing a high volume of calls and emails.
4. Providing clear, accurate verbal and written guidance throughout the claims process.
What we’re looking for
5. Confident communicator with strong telephone skills.
6. High level of computer literacy and numerical ability.
7. Previous customer service or call centre experience (preferred).
8. Organised, detail-focused, and able to work well under pressure.
9. Comfortable switching between phone and email communication.
10. Naturally empathetic, with a genuine desire to help customers.
11. Commitment to training and ongoing professional growth.
Salary & benefits
12. Hybrid working (after successful probation)
13. Salary: £26,210 – £30,300 DOE
14. Career progression and development opportunities
15. Free Health Cash Plan worth £1,700 per year
16. Generous high-street rewards scheme
17. Free travel insurance (subject to eligibility)
Our values
18. Integrity – We do the right thing
19. Collaboration – We are one team
20. Agility – We learn, evolve, and adapt
21. Care – We are compassionate and human
22. Accountability – We take ownership
To apply to this Customer Service Advisor vacancy, you must live and be eligible to work in the United Kingdom.
IMPORTANT
We provide a comprehensive training and onboarding programme for all new staff. This programme is the start of a learning journey which involves regular coaching, feedback and skill development. Our investment in you allows you to grow and progress for the longer term. For this reason, if you are in possession of a visa please note that we will be unable to consider you for one of our positions if you have less than 18 months remaining on your visa. If you have less than 18 months remaining on your visa, we may still consider you for one of our roles if you can provide one of the following:
23. Clear evidence of family ties that would go on to provide you with the eligibility to extend your visa.
24. Clear and current evidence that you qualify for a visa extension under the UK immigration laws and can also provide supporting documentation of this.