Claims Agent - Tues, Wed, Fri, Sat & Sun

Claims Agent Role – Part time, working 20hrs per week.

Work pattern: Tuesday, Wednesday, Friday & Saturday, including bank holidays, 6am – 10am.

All successful candidates will complete Initial training at our Norwich office Monday to Friday 9am – 5pm during their first 2–3 weeks.

Once fully trained this role will be offered as a working from home role.

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 here at Coplus to deliver a 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.

Working 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 and motivated with a "can do" mindset, always ready to learn new things and expand your knowledge and personal growth within and outside of your job role. Providing our customers with certainty and confidence.

You will receive claims and quickly take care of the customer’s journey, ensuring you select the right track to achieve good customer and outcomes, always ensuring they are processed accurately and efficiently, while providing excellent customer service.

You will carry out outbound calls with the ability to empathise with the customer putting their needs first, and manage claim correspondence to ensure all data is complete.

Excellent customer service will be measured in terms of successful completion of cases, outbound telephony performance, conversion performance, case work productivity and audited quality measures.

You will ensure claims are processed according to policy wording or contracted terms of business.

• 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.
• Ensuring that all information collected is recorded accurately and clearly.
• Managing cases effectively, ensuring each influence you have on any case is effective and moves the case to conclusion.
• Liaising with all parties involved in the claim over the telephone and in writing, including external parties such as our supply chain.
• Handling incoming post/email.
• Ensuring 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.
• Contributing to and following the firm’s policy on Treating Customers Fairly at all times.
• Maintaining professional competence by ensuring the department complies at all times with the Training and Competence procedures of the firm.
• Acting with integrity, due skill, care and diligence.
• Being open and cooperative with the FCA, the PRA and other regulators.
• Paying due regard to the interests of customers and treating them fairly.
• Observing proper standards of market conduct.
• Operating and complying with 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.
• Able to deliver good customer service.
• A responsible attitude towards the handling of information, including the ability to collect, analyse and summarise information.
• Strong organisational skills with the…