Delay Repay Agent

Description

Your job is to assist our customers in dealing with their Delay Repay compensation request aiming to resolving their issues, at the first point of contact. Carrying out a variety of documented checks on our Delay Repay system to ensure customers' claims are processed correctly.

We are looking for someone to work 16 hours per week. Shift pattern is flexible and will be discussed at interview.

Key Responsibilities

• Respond to Delay Repay compensation requests via system and paper claims within the agreed timescales.
• Correctly calculate customer compensation using systems and processes available.
• Follow documented processes to ensure the right outcome is achieved for the customer and our Train Operating Companies. Identifying fraudulent activity and highlighting to Delay Repay Team Leader where appropriate
• Offer the customer, wherever possible, a personalised service and maintain a professional ‘tone of voice’ in all communication with customers.
• Aim to resolve the customers’ query at the first point of contact.
• Adhere to CX Delay Repay annual leave and rostering policy.
• Comply with procedures and timescales as directed.
• Follow documented processes in line with ISO standard.
• Follow GDPR guidelines where required.

Skills, Knowledge and Expertise

Essential

• Strong communication skills – both written and verbal.
• Strong time management skills to meet deadlines and comply with agreed procedures.
• Excellent organisational skills.
• Strong problem-solving skills.
• The ability to stay calm under pressure.

Desirable

• I.T skills with good knowledge of Microsoft Office packages is required.

Welcome to your Solvd. Journey

Joining Solvd. means becoming part of a team that values your development and wellbeing. We offer:

• On-the-job training and continuous personal development opportunities.
• Regular performance feedback and 1:1s to help you succeed.
• Support for family events, personal support, and a focus on having fun in the workplace.
• Opportunities for career progression.
• Competitive benefits.

Benefits

• Discretionary ScotRail Season Ticket (home to work)
• Discretionary bonus scheme
• Hybrid working (for most roles, after probation)
• Living Wage and Living Hours Accredited
• 34 days holiday (including public holidays) with option to buy additional
• Generous salary exchange Pension Scheme and Life Assurance Scheme
• Optional Health Cashplan Scheme
• Employee Assistance Programme and Wellbeing Support including mental, physical, financial and social
• Flexible dress code where you can Dress for Your Day!
• Social events including Summer Event and Christmas Party

If you're ready to take on a challenging and rewarding role at the heart of our operations, apply today!

Solvd. are Disability Confident accredited and committed member of Inclusive Employers. We welcome applications from all sections of the community. If you need any support or further information before applying for this role, please get in touch with our People Team via people@solvd.solutions.

Successful completion of security and background checks will be required.

Apply now and choose your ticket to join us on the Solvd. journey!

About Solvd.

Solvd. provides first class outsourced payroll, financial, customer experience and business processing services. We have high standards for ourselves and ensure value for money for our clients, putting our customers and stakeholders at the heart of our delivery.

Our bespoke packages of reliable and timely services are easy to use, and continuous improvement is embedded in the way we work, making us a provider of choice.

We have extensive experience in providing complex and large-scale services to UK industries.

Solvd. is part of Transport UK Group.