Experienced Remote Customer Service Specialist – Travel Insurance & Claims Support – Full‑Time, Flexible Hours, Competitive Salary

About brighthush

brighthush is a forward‑thinking, customer‑centric organization that partners with leading global brands to deliver world‑class service experiences. With a strong focus on innovation, compliance, and employee empowerment, brighthush is redefining the way travel insurance and financial services are delivered in a digital age. Our remote‑first culture empowers teams to work from anywhere while maintaining the highest standards of quality, security, and customer satisfaction.

Why Join brighthush?

• Impactful Work: You’ll be the first point of contact for travelers worldwide, ensuring they receive timely, accurate, and compassionate support for their travel insurance policies.
• Growth & Development: Continuous learning is embedded in our culture. From structured onboarding to ongoing coaching, you’ll have the resources to grow into senior support roles, compliance specialists, or product experts.
• Flexible Remote Environment: Work from the comfort of your home while enjoying a structured schedule that balances productivity and personal life.
• Competitive Compensation & Benefits: Earn a competitive salary, performance bonuses, and a comprehensive benefits package that supports your well‑being, finances, and professional growth.

Key Responsibilities

As a Remote Customer Service Specialist, you will be responsible for the following:

• Process and manage travel insurance policies for a diverse customer base, ensuring accuracy and compliance with regulatory standards.
• Handle inbound calls and digital inquiries from customers, providing clear, concise, and empathetic assistance.
• Resolve complex medical and trip‑upgrade queries, applying underwriting guidelines and risk assessment protocols.
• Adhere strictly to call scripts and quality assurance metrics, maintaining a high level of service consistency.
• Operate multiple systems simultaneously, including CRM, policy management, and compliance tools, to capture and update customer information in real time.
• Own and manage FCA‑regulated complaints from initial receipt through to resolution, ensuring customer protection and regulatory compliance.
• Identify and record vulnerability indicators, demonstrating patience, empathy, and support for customers in distress.
• Collaborate with underwriting, claims, and compliance teams to address risk queries and ensure policy integrity.
• Participate in ongoing training and process improvement initiatives to enhance service quality and operational efficiency.

Essential Qualifications

• High school diploma or equivalent; a degree in Business, Finance, or a related field is a plus.
• Minimum of 2 years of experience in a customer‑service or call‑center environment, preferably within insurance or financial services.
• Strong verbal and written communication skills in English, with the ability to convey complex information clearly and professionally.
• Proficiency in navigating PC systems and multiple software applications in a fast‑paced setting.
• Demonstrated ability to handle high‑volume call traffic while maintaining accuracy and compliance.
• Experience with FCA or other regulatory frameworks is highly desirable.
• Excellent problem‑solving skills, with a logical, data‑driven approach to decision making.
• High emotional intelligence, empathy, and the ability to remain calm under pressure.

Preferred Qualifications

• Previous experience in travel insurance or medical claims processing.
• Knowledge of underwriting risk assessment and policy documentation.
• Familiarity with compliance tools such as CIFAS, DBS, and sanctions screening.
• Experience with remote work setups, including a dedicated workspace and reliable high‑speed internet.
• Fluency in additional languages (e.g., Spanish, French, German) is an advantage.

Core Skills & Competencies

• Process Excellence: A relentless focus on quality and continuous improvement.
• Collaboration: Ability to work effectively with cross‑functional teams.
• Communication: Clear, concise, and confident verbal and written communication.
• Emotional Intelligence: Empathy, active listening, and customer‑first mindset.
• Open‑Mindedness: Willingness to embrace new ideas and adapt to change.
• Critical Thinking: Logical, analytical decision making under pressure.
• Solution Orientation: Proactive problem solving and forward‑thinking mindset.
• Entrepreneurship: Ownership, initiative, and a self‑driven approach to tasks.

Work Schedule & Flexibility

Full‑time, 35.85 hours per week with a flexible shift structure:

• Monday to Friday: 08:00 – 20:00
• Saturday: 08:00 – 18:00
• Sunday: 10:00 – 16:00

Flexibility is essential to cover business operating hours across multiple time zones. You will be expected to adapt to varying shift patterns as needed.

Training & Onboarding

Our comprehensive onboarding program spans 26 days, ensuring you are fully equipped to handle customer inquiries, regulatory requirements, and system operations. During the first nine weeks, no holidays or appointments will be authorized to maximize training effectiveness.

Compensation & Benefits

• Base Salary: £25,073.49 per annum (equivalent to £13.45 per hour).
• Performance Bonuses: Earn additional rewards based on quality metrics and customer satisfaction scores.
• Health & Well‑Being: Access to mental health support, financial advice, and wellness webinars.
• Insurance: Critical illness coverage up to £10,000.
• Work‑From‑Home Perks: Home office stipend, cycle‑to‑work scheme, and eye‑care voucher.
• Retirement: Competitive pension scheme with company match.
• Recognition: Monthly Inspire Awards, Length‑of‑Service Awards, and referral bonuses up to £1,200.
• Learning & Development: Free online courses, webinars, and access to industry certifications.

Work Environment & Culture at brighthush

brighthush champions a culture of inclusivity, respect, and continuous learning. Our remote teams thrive on:

• Transparent communication channels and regular virtual town halls.
• Collaborative problem‑solving sessions and cross‑departmental projects.
• Recognition of individual and team achievements through awards and shout‑outs.
• Opportunities to contribute to process improvements and innovation initiatives.
• A supportive environment that values work‑life balance and personal well‑being.

Career Growth Pathways

At brighthush, your career trajectory is designed to evolve with your interests and strengths:

• Senior Customer Service Specialist – Lead complex cases and mentor new hires.
• Compliance & Risk Analyst – Focus on regulatory adherence and risk mitigation.
• Product Specialist – Deep dive into travel insurance products and underwriting.
• Team Lead / Manager – Oversee a team of specialists, driving performance and culture.
• Process Improvement Lead – Champion efficiency initiatives across the organization.

We invest in your professional development through mentorship programs, leadership training, and access to industry conferences.

How to Apply

Ready to bring your passion for customer service and compliance to brighthush? Submit your application through our official careers portal or contact us directly:

• Phone: 0800 100 180
• Email: [email protected]

We look forward to reviewing your application and exploring how you can contribute to our mission of delivering exceptional travel insurance experiences worldwide.

Important Notice

All communications regarding this role will come exclusively from brighthush’s official channels. If you receive any suspicious messages claiming to represent brighthush, please report them immediately to our security team.

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