Claims Contact Centre Agent

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)

Salary: £24,500 per annum

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
• Free onsite parking + cycle to work scheme
• Up to 5 weeks holiday + bank holidays
• Pension scheme and chance to buy discounted FirstGroup shares

Why work here?

We are always looking for skilled and talented people to join us across our sixty plus depots from Aberdeen to Truro. It takes a dedicated team of specialists and professionals over just about every type of role you can think of to keep us on the road and creating amazing passenger journeys.

About Us

We’ve embarked on a journey of major transformation – to make sure we put our people and customers first. Our people are the beating heart of First Bus. Without them, there would be no drivers to take customers to where they need to go and no engineers to keep our buses safely on the road.
Our transformation programme is designed to reshape our business to meet tomorrow’s travel needs.