Claims Agent – Part time
Work 14hrs per week, Friday & Saturday 9am – 5pm. Initial training Monday – Friday 9am – 5pm at our Norwich office. Once fully trained the role is office based.
Salary: £9,100 per annum.
Start date: Jan 2026.
Location: Norwich Office.
We are looking for enthusiastic people to join our fantastic and friendly team of Claims Agents at Coplus to deliver first‑class customer service for our repair claims. The right candidate will confidently communicate with customers over the phone and via email and have a real \"can do\" positive mindset.
Purpose
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, motivated, a team player with a \"can do\" mindset, ready to learn new things and expand your knowledge and personal growth.
Duties and Responsibilities
- Receive claims via email and phone and quickly take care of the customer journey, ensuring the right track for good outcomes.
- Manage emails and incoming phone calls in line with SLAs.
- Ensure all information collected is recorded accurately and clearly.
- Manage cases effectively, moving each case to conclusion.
- Liaise with all parties over the telephone and in writing including external parties and supply chain.
- Handle incoming post/email.
- Adhere to SLA\'s and company procedures at all times.
- Escalate potential fraudulent claims and complaints through appropriate channels.
- Follow the firm’s policy on Treating Customers Fairly.
- Maintain professional competence through training and competence procedures.
- Act with integrity, due skill, care and diligence.
- Operate and comply with the firm’s procedures and FCA regulations.
Person Specification
Essential
- Good basic English and Maths skills (GCSE grade C or equivalent).
- Proficient in MS Office.
- Reliable and punctual.
- Ability to learn and use different IT systems.
- Accuracy and attention to detail.
- Organised approach and good time management.
- Cooperative team player.
- Work collaboratively within a team environment.
- Confidence with verbal and written communication skills.
- Deliver good customer service.
- Responsible attitude towards handling information and summarising it.
- Strong organisational skills to meet deadlines & SLA\'s in a fast‑paced environment.
- Effectively manage own caseload.
Desirable
- Prioritise own workload and that of others, work on own initiative and identify improvements.
- Persuade and influence others.
- Problem solve and build new ideas.
- Excellent coaching and mentoring skills to develop others.
- Thorough understanding of FCA regulations.
- Experience developing and implementing process change, reducing contact centre costs and improving performance.
Expected Behaviours
- Customer First.
- Always improving.
- Show professionalism.
- Shared purpose.
- Make a difference.
