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First Response Unit (FRU) – Operative (8505)

Job Title: First Response Unit (FRU) – Operative


Reports to: FRU Team Leader

Working Hours: 35 hours per week (shift pattern of 0800hrs – 1600hrs, 1000hrs – 1800hrs & 1200hrs – 2000hrs. These are on a three-week cycle)


Are you a highly-organised individual with experience in delivering exceptional standards of customer service?


Transportation Claims Ltd have an exciting, permanent employment opportunity for someone to join their Call Centre facility, in Reading. Reporting to the FRU Team Leader, you will be responsible for the effective management of new event notifications reported to the Transportation Claims Ltd (TCL) call centre.


What will you be responsible for?

  • To ensure all new telephone notifications are dealt with in accordance with TCL (SOP's) standard operating procedures and KPI's, in a proactive, efficient and effective manner.
  • Maintain a consistent approach to inbound and outbound call handling. Being proactive whilst achieving delivery of world class customer service.
  • Ensure full compliance with agreed best practices as laid out by TCL Management and the FRU Team Leader.
  • Assess liability and deal with all calls within your authority levels.
  • Plan and manage your own workload, ensuring maximum quality and excellent throughput.
  • Ensure operational excellence by adhering to best practice in all claims and administrative processes.
  • Escalate all queries beyond your technical and/or authority levels to your Team Leader.
  • Assist with any other tasks / projects, at the request of your line manager and / or the TCL Management Team
  • Adhere to all FirstGroup and TCL policies and procedures.


What will you need to be considered for this role?

  • An excellent telephone manner.
  • Exceptional customer service skills.
  • Strong literacy and numeracy skills.
  • Demonstrable ability to listen, empathise and engage with staff and customers alike.
  • Excellent time management and organisational skills.
  • Good communication skills and ability to assimilate information quickly.
  • Ability to gain information, with clarity and consistency ensuring service standards are adhered to at all times.
  • IT literate.
  • A flexible approach and be willing to work within designated shift patterns.

Close map
TCL - Reading
Abbey Gate, 57-75 King's Road, Reading, Berkshire, United Kingdom, RG1 3AB
  • Ref:
  • Company:
  • Website Skillset:
    Customer Service
  • Contract Type:
    Permanent - Full Time
  • Full Time / Part Time:
    Full Time
  • Contracted Hours:
  • Location:
    TCL - Reading
  • Closing Date:
    17 December 2018
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