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Senior Customer Advisor

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Req ID:
R-12084
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Category:
Customer Care
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Location:
Farnham

What we’re looking for:

As a Senior Customer Advisor in our Travel and Medical Assistance teams (TMA), you’ll support our customers with almost every imaginable scenario whilst they are out of the country. They liaise with hospitals and medical staff regularly, so being able to hold a fluid conversation in another language, will make the support we give our customers easier for them. If you don’t speak a second language don’t worry, we are still keen to meet with you if you have great customer service skills.

Do you have a similar experience? Amazing! If not, that's fine - full training and support will be given

Starting salary of £22,890 (includes 9% pension contribution), plus additional earning opportunities for shifts you work, and we’ll also reward you for any languages you can speak (£750- £1500).

We have few positions available for either day shift or night shift

Ways of working:

Here at Direct Line Group, we recognise the importance of flexibility, not only in our personal lives but also in the way we work. Our mixed model way of working offers a 'best of both worlds' approach combining the best parts of home and office-working, offering flexibility for everyone.

How much you’ll be in the office depends on your role and our customer facing teams will have scheduled office time, as well as days where you can ditch the commute and work from home.

We’ll consider the flexible working options that work best for you, please get in touch with the team to discuss.

This role can be done from the comfort of your home, as part of a new hybrid way of working we are embracing, where you will be required to come into Farnham office estimated around 20% of your time. Training will be conducted in the office between Monday- Friday for the first 4 weeks

What you’ll be doing:

It is fair to say that no 2 days are the same in TMA team, one minute you'll be organising emergency medical admissions, surgical procedures or even ensuring the customer has emergency accommodation the next you maybe facilitating ambulance evacuations. As part of Agile working, you will be actively supporting our accounts team in making sure the invoices are paid on time and completing some admin duties.

As our customers will be contacting you at a distressing time, we'd love you to be able adapt your approach, be empathetic, supportive and really listen to our customers’ needs in a situation.

Can you speak another language? This can really be put to use in this role by making medical arrangements easier to organise and the whole process run smoother.

The TMA role is fast paced, and it goes without saying you'll have to be a phenomenal multi tasker in this team

Other skills you'll need:

  • PC skills - good knowledge of Microsoft package
  • Proactive approach to work and analytical problem solving skills
  • Willing to be a part of truly multi-national team and develop and excellent knowledge about Travel Insurance and Assistance

What we'll give you:

We have a strong focus on developing you and your skill set and work hard to give you the tools to do so. In addition to this we also offer a generous benefits package including 22 days annual leave, family and work life balance focused options such as: fully paid maternity leave and parental leave, flexible working, insurance savings for you as well as a range of other optional benefits

Working hours: 37.5 hours per week Monday - Sunday, shifts:

Early day shift : 08.00hrs to 16.00hrs / 09.00hrs to 17.00hrs / 10.00hrs to 18.00hrs

Late day shift: 11.00hrs to 19.00hrs

Couple Saturdays or Sundays a month 09.00hrs to 17.00hrs

Night shift : 20.30hrs to 07.00hrs on a rotation - 4 days on, 4 days off

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