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Customer Service Advisor

Our client is an independent insurance broker and administrator providing specialist insurance solutions to the finance and leasing industry across Europe. They are now looking for a customer service advisor to join their expanding team based in Amsterdam.

Aims & Objectives:


  • To work as part of our client’s Team, being the primary contact and service provider for our client’s clients and their customers, ensuring quality operational services are delivered to all our business partners and associates.
  • To evaluate and settle claims within the delegated limits of authority, ensuring that customers receive an exceptional claims service and are dealt with adhering to the TCF guidelines embedded within the process.
  • Ensuring that FCA, Program Insurers and client’s complaints procedures are followed.

Key Accountabilities:

Customer Service

  • To answer customer service queries and record insurance information from customers, insurance brokers and insurance companies
  • To manage incoming call volumes/enquiries within agreed time scales as set out within the ‘Best Practice’ document
  • To ensure that all information provided is verified and recorded accurately within the client’s system
  • To maintain an effective working relationship with Lessors, Customer’s Insurance Brokers/Companies and Suppliers providing the highest standards in customer service
  • To deal with all correspondence within agreed time scales ensuring that our client’s insurance criteria is met
  • To support our client/customers by adopting a professional manner when undertaking any form of communication whilst representing our client’s Insurance Management or its business partners
  • To ensure that the diary system is fully up to date
  • To be able to prioritize workloads to ensure service level agreements are met
  • To be able to deal with any complaint/expression of dissatisfaction made within agreed steps as set out with our complaints handling policy
  • To liaise with the senior management team regarding any issues which may arise
  • To support fellow team members to ensure that business as usual is maintained
  • To act as mentor/buddy to less experienced staff to ensure that they reach the required standard
  • To carry out any additional duties which the company may require from time to time


  • Obtain an appropriate statement according to the value and type of loss from the parties reporting the claim
  • Investigate and gather all necessary documentation/evidence required to verify the loss
  • Determine types of loss
  • Evaluate coverage in place
  • Estimate amount of loss or damage and set reserve: revise as needed throughout the investigation
  • Enter information into the claims system after obtaining pertinent facts regarding the loss
  • Notify insurer of claims outside the delegated limit of authority
  • Proactively chase outstanding information/documents in accordance with agreed standards
  • Notify customers of any delays with their claims
  • Notify insurers immediately of any claim with questionable coverage, for their evaluation
  • Investigate potential subrogation, contribution, recovery and salvage
  • Arrange for damaged equipment to be inspected and cause of loss ascertained.
  • Arrange for repair or replacement of the equipment with an approved supplier
  • Review all documents and facts to determine the type of settlement
  • Instruct an outside adjuster if the claim is over the limit of authority
  • Comply with recommendations made by insurer, and/or internal auditors
  • Ensure that complaints are handled in accordance with FCA and insurers guidelines
  • Prepare and issue payments

External Contact

Customers/ Lessor/ Insurance Brokers/Companies/ Suppliers and Loss adjusters

Personal Requirements/Skills – Qualifications

  • Ability to work as part of a team and on an individual basis
  • Customer Service orientated
  • Good Communication Skills
  • Flexible & self-motivated
  • Conscientious with attention to detail
  • Organized and problem-solving skills
  • Experience of complaint handling
  • Good standard of education

For more information on this position, please call Meghana Chandrashekar on +31(0)70 387 5911 or email your resume directly to

Job Details

  • Location: Amsterdam
  • Job Type: Permanent
  • Date Posted: 15 Mar 2019
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