Customer Care Specialist - Claims

  • Salary & Benefits
  • Fixed CTC INR 4,25,000 + Exciting Incentives + Annual Company shares of £750 + Dividend on shares
  • Location
  • Gurugram
  • Job Advert Description
  • Know Us:

    The history of Admiral Group (AGp), UK is one of growth, profitability, and innovation. Admiral launched in 1993 with just one brand, zero customers and 57 members of staff. Today we are an international financial services group offering home, van, and travel insurance as well as personal loans and car finance with customers in France, Italy, Spain, the UK and the USA. Headquartered in Wales in the UK, we are proud to be Wales’ only FTSE 100 company. We are proud to have a global presence with offices in Spain, Italy, France, USA, Gibraltar, Canada and India

    We serve over 9 million customers worldwide in line with our purpose to help more people to look after their future, always striving for better together.

     In 2023 Admiral has been awarded as one of the World’s Best Workplaces™ in a list published by Great Place To Work®

    At Admiral Solutions (Branch Office of AGp), we truly believe that customers and our front-line staff are at the heart of everything we do. It is the customer who sign our checks, and then it is our front-line staff who makes it happen for us. When you join Admiral, you join ~13000 family members worldwide with one common goal of delivering brilliant Customer Experience every day, right from the first call or interaction of the day.

    Since 2012, Admiral Solutions Gurgaon, Haryana, India, has its sole purpose defined to help our UK-based customers and global colleagues to leverage the time zone difference. Now with almost 11 years of experience, from 16 to ~2100 employees working with our different departments, we provide contact center support to our end customers. We have high standards of engagement culture and people practices, and this is testimony to the plethora of recognitions we have earned in the last couple of years. Here is the list of the latest ones:

    64 in the Top 100 Companies to Work,
    Top 75 Companies for Women to Work For
    Top 25 Companies in the IT/BPM in Mid Size
    India's Best Workplaces Building a Culture of Innovation by All - Mid-size
    Top 100 IT-IT/BPM companies in Large Size
    Best workplaces in Professional Services

    Why Work with Us

    As part of our commitment to be an open, supportive, and inclusive workplace, we foster a healthy work- life   balance. This makes our staff thrive in an environment which helps them grow professionally and personally.

    We have DEIB Council (Diversity Equality Inclusiveness & Belonging ) which helps our staff to showcase and hone their alternative talents with likeminded peers. It also allows them the opportunity to improve their leadership and collaboration skills . Have a look at some of the employee benefits we provide:

    Free Meals (while working from office)

    Free Cab Services with App enabled booking & tracking
    Free Medical, Accident and Life Insurance
    Annual £750 equivalent Company Shares to every staff member
    Opportunity to earn performance-based monthly variable amounts, and additional pay-outs occasionally  (subject to discretion of the department)
    Opportunity to enroll in learning & development courses.
    Opportunity to be nominated to travel to our global offices
    Opportunity to grow within the organization post probation
    Showcase your skills and talents by joining the DEIB community

    Working Considerations

    Minimum Education: 10+2

    Shift Timings: 6:30 AM IST - 2:30 AM IST

    Working Days: 5 days working in the week

    Salary- CTC INR 4,25,000

    DOJ: 01-07-2024

    Location: Flexibility to work both from home and office basis business requirements (fully vaccinated)

    – need assurance of a noise free quite/separate room providing an ability to work without interference, continuity and maintaining complete data integrity. There is a need for an existing stable Wi-Fi connection from a reliable telecom vendor having a minimum speed of 75mbps and uninterrupted power supply.

    WFO (Work from Office) - we do ensure that we take adequate safety precautions and remain compliant with government prescribed rules and regulations.

                                                               Summary of the role

    You will be the first point of contact for our customers whether they are calling to report a new claim or wanting to discuss an existing claim.

    As we are the first point of contact, it is important that you deal with all customer interactions with empathy and care whilst assisting in them being transferred to the correct team within our large claims department to assist with their query. Your role will be to listen and probe what the customers query is and direct their call to the relevant team who will be able to help them with that specific query.

    You will need to follow department guidelines and procedures considering the requirements of our regulators.  A fundamental requirement of your role is to provide an excellent level of customer service to our customers and to maintain a high quality of work whilst retaining the business for all brands.

    There is an opportunity for the scope of work to expand, covering further claims functions & channels and subject matter during the team’s lifecycle, which will come with the appropriate training.

    Mandatory Experience – Ideally should have spent a minimum 12 Months working for an International BPO or in a Shared Service environment, having an inbound-calling experience with international customers (preferably UK calling experience and in customer service processes).

    Role & its Responsibilities

    To be able to take incoming calls from our customers for 7.5 hours per day. The calls will vary in length however on average you will take around 20-25 calls per hour directing the customers call appropriately due to them being typically short in length.
    To ensure work is dealt with accurately. This would include establishing which team the call should be transferred to and updating notes on the system to show the call being transferred. It will also involve you identifying a complaint and noting the system so the relevant team can follow up on this when training has been completed.
    To ensure that sickness is kept to a minimum and reported as per the guidelines in the big book. To be punctual at all times, logged in and available to take interactions at the start of each shift.
    To play an active role in the development of new ideas and procedures and to contribute positively to the culture of the Claims Department.
    To be professional and mature at all times, while processing any work stream and while you are in the department or representing the department after work hours. To show consideration and respect to your colleagues and your environment at all times. This includes general housekeeping and ensuring workstations are neat.
    To maintain and build on the team’s working relationship with other teams and departments.
    To take an active interest in the department and your own results and be aware of how you contribute to the team’s success.
    Communicate well with your management team and peers.
    Work towards hitting all department key performance indicators.
    To ensure that any problems you identify during your working day are flagged up immediately to your TM/SCR, however, make decisions relevant to the training you have received.
    To motivate yourself and demonstrate an organized and methodical approach to your work.
    To be flexible to change including workload, subject matter and to be adaptable to increased scope of work.

    Claims Team Requirements

    To direct incoming calls from customers regarding their new claim or existing claim to the relevant team within the Claims Department based on their query.

    To follow department guidelines and procedures considering the requirements of FCA.
    A fundamental requirement of your role is to provide an excellent level of customer service to our customers and to maintain a high quality of work to give the best first impression of the business.
    To identify complaints raised to ensure these are logged by the appropriate team.
    To identify vulnerable customers and that these are notified to the relevant team.
    Accurately updating our system (Vectus) with transfer details

    Ingredients to Success (Behavioral Competencies)

    Effective Communication: Clear and empathetic communication with customers, effective listening etc.

    Customer Focus: Understanding and addressing customer needs efficiently and empathetically

    Adaptability: Flexibility in handling various customer situations

    Meticulous/Attention to Detail: Ensuring accuracy in processing customer information

    Resilience: Managing stress and maintaining composure during calls

    Contact Us

    Admiral Solutions (EUI Limited), 4th and 5th Floor, Building 6 B, Gurgaon Infospace IT/ITES SEZ, Candor Techspace, Dundahera, Sector 21, Gurgaon, Haryana - 122016, India 

    Please note that the recruitment team is working from home, there will be no walk-in’s

    Contact Us-

    Admiral Solutions is an equal opportunities employer and makes employment decisions without any bias to race, colour, religion, sex, sexual orientation, gender identity, and disability. All candidates applying are subject to successful completion to background verification checks.

    To know more about us, feel free to visit the below websites for more information.



  • Closing Date
  • 30/06/2024