Customer Service Representative and Claims Handler

At Smart Cover Insurance, we specialise in tailor made general insurance policies for home appliances, home emergency and gadgets with the recent addition of motor lines. As a result of our recent restructuring process, new opportunities have arisen in our Watford office. Our growth strategy is based on simple factors: honest, reliable and organic growth. In line with this Smart Cover Insurance aims at expanding its business development avenues to include high stream online, telephone, specialist partnerships and our Appointed Representatives. The Company was established in 1993 and we are regulated by the FCA.

Main job tasks and responsibilities

• deal directly with customers either by telephone or electronically
• respond promptly to customer enquiries
• handle and resolve customer complaints
• obtain and evaluate all relevant information to handle product and service enquiries
• perform customer verifications and set-up new customer accounts
• organise workflow to meet customer timeframes
• manage customers' accounts
• keep records of customer interactions and transactions
• record details of enquiries, comments and complaints
• record details of actions taken
• maintain customer databases
• manage administration
• communicate and coordinate with internal departments
• follow-up on customer interactions
• provide feedback on the efficiency of the customer service process

Education and Experience

• high school diploma, degree or equivalent
• knowledge of customer service principles and practices
• knowledge of relevant computer applications (e.g. MS Office)
• ability to type and prepare reports
• knowledge of administrative procedures
• numeric, oral and written language applications
• product knowledge

Salary £16k to £22k depending on experience.

Required experience: 1 year customer service