Claims Agent - Evenings

Job Details

Work pattern:
Friday, Saturday, Sunday & Monday evenings including bank holidays working 5pm - 10pm. Initial training at our Norwich office Monday to Friday 9am - 5pm during first 2 to 3 weeks. Once fully trained, role will be offered as working from home. Salary: £13,401.43 per annum.

Start date:

March/April 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. The right candidate will be confident in communicating with our customers over the phone and via email and have a real "can do" positive mindset. We are open 7 days a week, 365 days a year. No previous experience – don’t let that stop you from applying.

Here at Coplus our focus is on hiring the right people and delivering excellent training.

• Receiving claims via email and phone, and quickly taking care of the customer's journey, ensuring to select the right track to achieve good customer and business outcomes.
• Managing emails and incoming phone calls in line with SLAs.
• Ensure that all information collected is recorded accurately and clearly.
• Manage cases effectively, ensuring each influence you have of any case is effective and moves the case to conclusion.
• Liaise with all parties involved in the claim over the telephone and in writing; dealing with external parties including our supply chain.
• Handle incoming post/email.
• Ensure that SLAs and company procedures are adhered to at all times.
• Escalating potential fraudulent claims through the appropriate channels.
• Escalating complaints through the appropriate channels.
• Contribute to and follow at all times the firm's policy on Treating Customers Fairly.
• Maintain professional competence by ensuring the department complies at all times with the Training and Competence procedures of the firm.
• Act with integrity, due skill, care and diligence.
• Be open and cooperative with the FCA, the PRA and other regulators.
• Pay due regard to the interests of customers and treat them fairly.
• Observe proper standards of market conduct.
• Operate and comply with the requirements of the firm's own procedures, the Financial Services and FCA regulations.

• Good basic English and Maths skills (at least GCSE grade C or equivalent).
• Proficient in MS Office.
• Reliable, timekeeping.
• Ability to learn and competently use different IT systems.
• Accuracy and attention to detail.
• Organised approach and good time management skills.
• Cooperative team player.
• Ability to work collaboratively within a team environment.
• Demonstrates empowerment and deploys this positively and appropriately.
• Confident with verbal and written communication skills.
• Can deliver good customer service.
• Responsible attitude towards the handling of information, including the ability to collect, analyse and summarise information.
• Strong organisation skills with ability to work to a high standard towards deadlines & SLAs.
• Excels at operating in a fast paced environment.
• Ability to effectively manage own caseload.
• Great communicator through all channels available.
• Demonstrates the ability to identify information required to make appropriate and effective decisions under pressure.

• Ability to prioritise own workload as well as that of others, to work on own initiative and to identify improvements on an ongoing basis.
• Ability to persuade and influence others.
• Ability to problem solve and generate and build on new ideas.
• Excellent Coaching And Mentoring Skills To Develop Others.
• Thorough understanding of FCA regulations.
• Experience of developing and implementing process change; reducing contact centre costs and improving performance.

• Customer First
• Always improving
• Show professionalism
• Shared purpose
• Make a difference