Claims Contract Centre Agent
About this role
About First Bus:
Are you ready to advance your career with one of the UK's leading bus operators? Join a forward-thinking company that embraces cutting-edge bus technology, from innovative mobile apps to environmentally friendly vehicles. We are passionate about delivering passenger journeys that are sustainable, comfortable, and efficient. We are at the forefront of innovation in the industry, connecting communities and shaping the future of public transport.
Contract: Permanent
Hours: 35 hours per week, shift pattern between 8am-8pm (Monday - Friday)
Location: Reading - hybrid role
Transportation Claims Ltd, who are part of First Bus, are looking for a Claims Contact Centre Agent to manage any new event notifications or insurance claims, reported to the Transportation Claims Ltd Call Centre. This is a permanent role based at our Reading office on a hybrid basis.
About the role
As a Claims Contact Centre Agent, you will be answering inbound and outbound calls, in relation to insurance claims from members of the public and staff members. You will enjoy engaging and communicating with a wide range of people, taking information from them efficiently whilst providing excellent customer service, in order to assist in investigating their claim. You will not only be dealing with telephone calls, but also completing admin tasks back office to assist in the process and payment of successful claims.
Key Responsibilities:
Handle all new telephone notifications in line with TCL SOPs and KPIs, ensuring proactive and efficient service.
Maintain a consistent approach to inbound and outbound calls while delivering world‑class customer service.
Ensure full compliance with agreed best practices set by TCL Management and the FRU Team Manager.
Assess liability and manage calls within your authority levels.
Plan and manage your workload to maintain high quality and strong throughput.
Follow best practice across all claims and administrative processes to support operational excellence.
What are we looking for?
A confident and professional telephone manner
Strong customer service skills with the ability to build rapport
Solid literacy and numeracy skills
The ability to listen actively, empathise, and engage with both staff and customers
Excellent time management and organisational abilities
Clear and effective communication skills, with the capacity to absorb information quickly
A consistent approach to gathering accurate information while maintaining high service standards
Good computer skills and confidence using a range of systems
We will be reviewing and screening applications as they come in, so we recommend you apply as soon as possible.
Rewards
Your health is important to us which is why we offer Simply Health & Smart Health for you and your dependents at no cost to you! This offering includes cash back benefits across optical & dental as well as virtual GP appointments, mental health support and nutrition and fitness advise. Our EAP provision offers 24hr, 365 days a year mental health support
• We are also committed to your financial wellbeing, and we offer a platform with many discounts on high street brands and supermarkets etc
• Working at First you also receive discounted train travel for you and your family after 6 months service as well as a free bus pass
• Cycle to work scheme
• 25 days' holiday + bank holidays
• Pension scheme and chance to buy discounted First Group shares
• Enhanced maternity / paternity pay
• Flexible working
Equal Opportunities
Public transport serves everyone, whatever their differences. At First Bus, we want to be an employer open to you, no matter what your differences are. We aspire to be an inclusive organisation because diverse backgrounds, thinking and experiences bring so many benefits to our customers, communities, and people. We welcome applications from all.
Company at a glance
FirstGroup plc is a leading private sector provider of public transport.
Our services are a vital part of society – transporting customers for business, education, health, social or leisure purposes. We create solutions that reduce complexity, making travel smoother and life easier.
FirstGroup is one of the UK's largest bus operators, serving two-thirds of the UK’s 15 largest conurbations, including major urban areas such as Glasgow, Bristol and Leeds, with a fifth of the market outside London. We are also one of the most experienced rail operators in the UK and the only one to run every sort of railway - long distance, regional, commuter and sleeper operations. We carried more 772,000 passengers a day in 2022/23 across our five rail operations.
We operate three passenger franchises – Avanti West Coast, Great Western Railway, South Western Railway – and two open access operations, Lumo and Hull Trains.
We provide easy and convenient mobility, improving quality of life by connecting people and communities.
For information on careers with FirstGroup in the UK click here:
Home (firstgroup.co.uk)
Top Benefits
- Simply Health
- Smart Health
- Optical & Dental Cash Back
- Virtual GP Appointments
- Mental Health Support
- Nutrition and Fitness Advice
- Employee Assistance Programme (EAP)
- High Street Brand Discounts
- Discounted Train Travel
- Free Bus Pass
- Cycle To Work Scheme
- 25 Days Holiday
- Bank Holidays
- Pension Scheme
- Discounted First Group Shares
- Enhanced Maternity Pay
- Enhanced Paternity Pay
- Flexible Working
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