Matthew Coffey

Customer Service and Claims Professional with 5+ years of experience in fully remote, high-volume contact centre environments. Highly experienced in handling inbound and outbound calls, managing customer enquiries and complaints, and providing clear, empathetic support through complex and sensitive situations. Proven ability to manage end-to-end cases and claims, accurately capture and maintain CRM and case management records, work to KPIs and SLAs, and ensure compliance, audit readiness, and high customer satisfaction.

Customer Service Advisor – Contracted Role - AXA Health Insurance (Sensee) - Remote

(2026-01 - 2026-04)

• Handled incoming calls, live chat, and written communication from AXA Health customers to ensure they received the correct advice in line with their policy.
• Offered clear explanations of claim and service processes, coverage details, and next steps to ensure customers understood their options.
• Used empathy and active listening skills to provide reassurance and build trust with customers during challenging times.
• Created and maintained accurate and appropriate records of customer interactions on systems.
• Continuously updated knowledge of policies, procedures, and medical claims processes to provide accurate and helpful advice.
• Prioritised the customer's best interests by considering their specific circumstances and needs in every interaction.
• Worked flexibly within skillset to move to and support other teams, multiskilling and taking on additional duties as required.

Customer Support & Scheduler – Contracted Role - Post Office Ltd - Remote

(2024-10 - 2026-01)

• Served as a first point of contact for Postmasters and internal customers, handling high volumes of inbound and outbound calls and emails to resolve scheduling, service, and operational queries.
• Delivered calm, clear, and professional customer support, actively listening to concerns, investigating issues, and providing timely, accurate resolutions in line with service standards.
• Managed end-to-end scheduling for 1,000+ Post Office locations, ensuring accuracy across multiple systems while maintaining a customer-focused approach to minimise disruption and delays.
• Took ownership of urgent amendments and service issues, proactively communicating updates, managing expectations, and following cases through to resolution.
• Accurately logged all customer interactions, case notes, and schedule changes within internal systems, maintaining audit-ready records and high data accuracy.
• Worked to KPIs and SLAs, balancing high volumes of requests while delivering consistent service quality in a fast-paced, remote environment.
• Produced MI and KPI reports to support performance tracking, service optimisation, and customer satisfaction improvements

Claim Technician – Subsidence Claims - Sedgwick - Remote

(2023-12 - 2024-10)

• Independently managed a portfolio of 100+ active complex subsidence claims, acting as the first point of contact for policyholders, surveyors, builders, and insurers.
• Ensured audit-ready documentation by maintaining records of claim details, evidence, and correspondence within CRM and claims management systems.
• Identified risk and escalation points, managing complex or sensitive cases in strict alignment with internal standards.
• Consistently achieved SLA targets for complaint handling and customer response, supporting high NPS scores and repeat business.
• Supported billing and invoicing, ensuring seamless financial documentation and process compliance.
• Handled customer complaints relating to property insurance claims, reviewing claim files, policy documentation, and correspondence to assess validity and gather all relevant information.
• Conducted thorough complaint investigations by analysing claim details, policy terms, and supporting documents.

Claims Handler – Personal Injury & Medical Negligence - Fletchers Group - Manchester

(2023-01 - 2023-12)

• Managed high-volume inbound and outbound client enquiries, guiding customers through the end-to-end claims process for personal injury and medical negligence matters.
• Served as the first point of contact for vulnerable clients, delivering empathetic, professional support and ensuring compliance with regulatory and legal standards.
• Surpassed performance targets for lead qualification, conversion, and client onboarding, contributing to a 20% increase in successful case initiations.
• Maintained data accuracy across multiple systems, supporting audit and compliance requirements.
• Coordinated with legal, compliance, and operations teams to guarantee seamless case handover and optimal client experience.

Customer Experience (CX) Associate - AnywhereWorks - Remote

(2021-09 - 2023-01)

• Engaged with customers via inbound and outbound calls (150+ daily) and email, responding to enquiries and guiding customers through decision-making processes.
• Delivered high-quality first-contact service across multiple client accounts, consistently achieving 95%+ customer satisfaction scores.
• Identified customer needs through effective questioning and built rapport to gain trust and commitment, delivering a personalised and engaging experience.
• Managed multiple systems simultaneously while maintaining focus and efficiency in a fast-paced virtual contact centre.
• Accurately captured and updated customer information across CRM and booking/processing systems, ensuring high levels of data accuracy.

Sales & Logistics Coordinator - Own Label Creations - Manchester

(2020-04 - 2021-09)

• Managed inbound sales enquiries from new and existing clients, guiding them through the sales process from initial contact to order confirmation.
• Managed the full sales lifecycle from lead qualification to order fulfilment, driving 25% year-on-year client retention through superior relationship management.
• Qualified inbound leads by assessing client requirements, timelines, and budgets, supporting effective pipeline progression and conversion.
• Built strong client relationships through proactive communication, contributing to repeat business and client retention.
• Utilised CRM and order management systems to maintain up-to-date, compliant records and support pipeline reporting.

Mechanical Technician Apprenticeship - University of Manchester (2017 - 2018)

Level 3 Certificate – Electrotechnical Technology (Installation) - Bury College (2016 - 2018)

Diploma in Engineering (Operations & Maintenance) - Trafford College (2013 - 2015)