Job Role: Claims Agent Type of Contract : Permanent Contracted hours: 20hrs per week Salary: £12,860 Shift Pattern: Wednesday & Thursday 6pm - 10pm & Saturday & Sunday 4pm - 10pm Initial training will be for 2/4 weeks working Monday to Friday 9am - 5pm at our Norwich office. All training hours are paid Once fully trained this role will be offered as a working from home role Start date : July 2025 Location : Norwich Office We are looking for enthusiastic people to join our fantastic and friendly team of Claims Agents here at Coplus to deliver a first class customer service. The right candidate will be confident in communicating with our customers over the phone and via email and have real "can do" positive mind set. We are open 7 days a week, 365 days a year No previous experience, don't let that stop you from applying. Here at Coplus our focus is on hiring the right people and delivering excellent training. Purpose Working within a team you will be fully trained and become the expert, demonstrating positive behaviours aligned to our company values and performance indicators. You will be agile and motivated with a can do, role your sleeves up team player mind set. To always be ready to learn new things, expanding your knowledge and personal growth within and outside of your job role. Providing our customers with certainty and confidence. You will be receiving claims, and quickly taking care of the customer’s journey, ensuring to select the right track to achieve good customer and business outcomes, always ensuring they are processed accurately and efficiently, while providing excellent customer service. You will answer inbound calls and make outbound calls with the ability to empathise with the customer putting their needs first. You will manage claim correspondence to ensure all data is complete. Excellent customer service will be measured in terms of successful completion of cases, outbound telephony performance, conversion performance, case work productivity and audited quality measures. You will ensure Claims are processed according to policy wording or contracted terms of business Duties and Responsibilities Receiving claims via email and phone, and quickly taking care of the customer's journey, ensuring to select the right track to achieve good customer and business outcomes Managing emails and incoming phone calls in line with SLA’s Ensure that all information collected is recorded accurately and clearly Manage cases effectively, ensuring each influence you have of any case is effective and moves the case to conclusion Liaise with all parties involved in the claim over the telephone and in writing; dealing with external parties including our supply chain Handle incoming post/email Ensure that SLA's and company procedures are adhered to at all times. Escalating potential fraudulent claims through the appropriate channels. Escalating complaints through the appropriate channels. Contribute to and follow at all times, the firm’s policy on Treating Customers Fairly. Maintain professional competence by ensuring the department complies at all times with the Training and Competence procedures of the firm. You must always act with integrity, due skill, care and diligence You must be open and cooperative with the FCA, the PRA and other regulators. You must pay due regard to the interests of customers and treat them fairly. You must observe proper standards of market conduct. Operate and comply with the requirements of the firm’s own procedures, the Financial Services and FCA regulations. Person Specification Knowledge, Skills and Competencies Essential Good basic English and Maths skills (at least GCSE grade C or equivalent) Proficient in MS Office Reliable, timekeeping Ability to learn and competently use different IT systems Accuracy and attention to detail An organised approach and good time management skills Cooperative team player Ability to work collaboratively within a team environment Demonstrates empowerment and deploys this positively and appropriately Confident with verbal and written communication skills Able to deliver good customer Service. A responsible attitude towards the handling of information, including the ability to collect, analyse and summarise information. Strong organisation skills with the ability to work to a high standard towards deadlines & SLA’s. Excels at operating in a fast paced environment. The ability to effectively manage own caseload. A responsible attitude towards the handling of information, including the ability to collect, analyse and summarise information. Great communicator through all channels available Demonstrate the ability to identify information required in order to make appropriate and effective decisions under pressure. Strong organisation skills with the ability to work to a high standard towards deadlines. Desirable Ability to prioritise their own workload as well as that of others, to work on their own initiative and to identify improvements on an ongoing basis. Ability to persuade and influence others. Ability to problem solve and generating and build on new ideas. Excellent coaching and mentoring skills to develop others. Thorough understanding of FCA regulations. Experience of developing and implementing process change; reducing contact centre costs and improving performance. Expected Behaviours Demonstrate the business values at all times : Customer First Always improving Show professionalism Shared purpose Make a difference