Customer Operations in Crewe

This is a fast-paced role that requires attention to detail, strong organisational skills, and a genuine passion for helping people. A fantastic opportunity for an enthusiastic and motivated individual to join a friendly Operations Team on a fixed-term 6-month basis, covering tasks across our Customer Care and Claims team. This role sits within both our Customer Care and Claims teams, playing a key part in delivering an outstanding member experience.

You’ll be the first point of contact for our members, handling enquiries with empathy and professionalism. You’ll also assess and process claims accurately, ensuring all interactions meet our high standards of service.

As the Customer Operations Coordinator you will be involved with Customer Care tasks involving being the first point of contact for our members via telephone and e-mail, requiring working towards individual and department KPI’s. Process queries received via telephone and email, following specific processes (call flows and e-mail templates) to meet individual and team targets.

You will maintain accurate member and customer records with precision and detail, completing any relevant administration tasks. Demonstrate empathetic and professional conduct, expressing this during sensitive policy closures and vulnerable situations. Look to resolve any dissatisfaction promptly and courteously, following internal complaints processes where necessary. Liaise with other departments, as and when required to resolve member queries.

Diligently assess and process claims, in line with internal controls and accurately verify claims to detect and prevent fraud. You will create and send letter/e-mail notifications to members and conduct a variety of claims administration tasks which may include filing, printing claims remittance letters, and creating payment journals/reports. Undertake any additional Customer Care and Claims tasks as requested by your Senior/Team Leader/Manager.

For the Customer Operations Coordinator role, it would be good to see candidates with:

• Proven experience in an administrative role
• Strong customer service skills
• Strong organisational skills with attention to detail
• Excellent communication skills and phone etiquette
• Ability to type accurately and efficiently
• Must be able to pass a credit check
• Must be able to pass DBS

Hours: Monday – Friday, 8:00 am – 4:00 pm – 9:00 am – 5:00 pm

Salary: £25,649 Per Annum

This role is commutable from: Crewe, Stoke on Trent, Nantwich, Congleton, Newcastle under Lyme, Keele, Market Drayton, Alsager, Kidsgrove, Sandbach.

The role would suit candidates with the following experience: Customer Service, Customer Administration, Customer Claims, Claims Administration, Customer Service Coordinator.