Home Emergency Co-ordinator

Job Location UK-Surrey-Croydon
Posted Date 2 months ago(06/09/2021 17:01)
Type of Contract
Customer Service
# of Openings


Objective of the Role

To provide an efficient, professional and proactive response to requests for assistance by delivering customer focused and cost effective solutions.

To apply cost containment and case management principles at all times.



35 hours a week on a full shift basis including weekends and nights in line with business requirements.


Telephone Assistance

  • Handle calls in a prompt, polite and professional manner at all times with empathy and customer focus.
  • Actively communicate with all parties on a regular basis until case closure.


Case Management

  • Utilise the correct resources and provide the most appropriate and cost effective assistance solutions in line with company procedures and underwriting policy.
  • Monitor all aspects of the assistance to ensure that all services are provided at the agreed time and that the customer is kept fully appraised of the progress.
  • Capture all relevant information accurately on the case management system.
  • Ensure any service failure is reported to the Team Manager or Department Manager immediately.
  • To ensure there is a verbal handover in file delegation where there is any high profile, high cost or logistically difficult / complex situation so that the next

Coordinator fully understands both what is happening and what is required.


Cost Management

  • Ensure all appropriate checks are made to validate eligibility to service.
  • Ensure accurate reserves and costs are added to all cases.
  • Ensure service providers are utilised appropriately and in line with department and underwriting guidelines.



  • To perform such administrative tasks as appropriate to your files/calls.
  • To inform your Manager of any cases that may become problematic.
  • To carry out additional duties and ad hoc projects as requested by your Manager.



You will be responsible for the following;


Health & Safety

  • To ensure that your work area is kept safe and tidy at all times.
  • To abide by the Health & Safety Work Act 1974.
  • To notify your Manager of any Health & Safety issues which may cause harm to fellow employees.



  • To advise your Manager of any areas of work where you feel you require additional training.
  • Be available for training on new schemes/policy changes and skills as required.


Knowledge and development

  • Ensure that you maintain up to date knowledge concerning all aspects of the brands you represent.
  • To ensure that all product and technical knowledge is applied at every opportunity.


Quality Management System

  • To work as a member of a team within the quality system and follow all documented quality procedures and instructions.


Key Performance Areas

  • To work towards achieving 100% on all Key Performance Area targets set for the department.



  • To actively participate in and contribute towards annual appraisals, monthly team meetings and monthly one-to-one assessment sessions.



  • To work within and be compliant at all times with all relevant regulations and legislation applicable to the role.

Person Specification




  • Professional appearance in line with working within a corporate environment


Education / Training / Qualifications



  • Good standard of general education, including GCSE English or equivalent


Special skills / knowledge




Evidence of experience in the following areas –

  • IT Literate
  • Good verbal and written communication
  • Proven customer service experience, ideally gained within a contact centre environment


Personal Attributes



Evidence of the following attributes –

  • Self-motivated and enthusiastic
  • Proactive, quick thinking, flexible and adaptable to changing situations
  • Responsible and confident approach to work duties
  • Empathetic
  • Diplomatic
  • Excellent listening skills and verbal communication
  • Detailed and methodical in approach to work
  • Ability to work under pressure and meet deadlines

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