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Job Title – Senior Customer Claims Specialist

Location – Birmingham – Hybrid/Office

Salary - £27,000 - £35,000

Bonus - £1,500

The role:

You will support customers who call in for assistance regarding their policy, providing accurate information in response to their enquiry. You will respond to enquiries relating to existing claims, and update systems with all conversations and documents received. You will handle customer escalations positively, ensuring that any unresolved issues are highlighted to your manager.

Working within the Travel Support team, you will be report to the Travel Support Manager. You will contribute to regular team meetings and be supported through your initial training and beyond with our buddy system. You are encouraged to bring your ideas and highlight areas for improvement in processes.

You will support managers in motivating and developing the team to consistently achieve our agreed client service levels.

Hours:

35 Hours per week. Shifts covering 08am to 8pm Monday to Friday, 9am to 5pm Saturday. You will be required to work 1 in 5 Saturdays with a day off in the week if worked.

You will:

• Support your Manager by taking the time to plan shift based on volume and resource available. Identify any potential fall in service levels and discuss appropriate steps to resolve with the management team.
• Support the claims team with customer queries, live case management & complaint handling
• All customers are calling us for help and therefore you will be required to handle all incoming and outgoing telephone calls in a helpful, friendly, polite and professional way.
• Handle first notification of loss (FNOL) calls empathetically, enter all relevant claims information accurately and agree the next course of action, whether we are requesting further information or are able to fast track the customers claims
• To proactively manage each claim ensuring that the customer receives the most appropriate service in a timely and cost effective manner.
• To monitor all aspects of the claim to ensure that all services are provided at the agreed time and that the customer is kept fully appraised of the progress.
• Our first thought should be to obtain any information in the quickest way, therefore proactive calls are essential to provide updates and request customer information.
• Assess new claims in accordance with policy terms and conditions, within specified service levels and in line with department procedures
• Support managers in monthly team meetings and effectively communicate to the team relevant department information

About you:

• You must have insurance claims experience
• You must have proven experience of providing a quality customer service within a pressurised office environment
• You will have a genuine desire to provide a high level of customer service
• You must be able to effectively manage multiple cases
• You will have a high attention to detail and quality focus
• You will have a proven ability to prioritise multiple tasks and work under strict timescales/under pressure
• You must have an excellent telephone manner

Plus a monthly bonus of £130 and early finish every FRIDAY!

Based at our client's office in Kent, reporting to the Commercial Manager, this role will be important in providing a first class service to their customer base. You also will be part of a small and helpful team.

Main duties:

1.To provide excellent customer service to new and existing customers

• This will involve dealing with queries raised from an existing client base as well as liaising with new clients.
• Providing quotations for products and optimising existing business.
• Carry out call backs to ensure client satisfaction.

2.To assist with general administrative duties as required

• Inputting orders onto the system
• Raising and placing orders onto SAGE
• Processing card payments
• Sending and receiving emails
• Sending out catalogues

3.To work as an effective member of a small team

• To liaise with warehouse regarding customer orders and stock availability
• Liaise with client partners and courier companies
• Providing support to the field sales team by following up on leads
• Keeping colleagues up to date

Hours of work:

Monday to Thursday - 0830 to 1700

Early finish every Friday - 0830 to 1430

Benefits:

• On-site car parking
• Attendance bonus
• Health Care Assistance
• Employee Assistance Programme
• 30 days annual leave to include bank holidays
• Additional day annual leave for your birthday
• Pension
• Life Assurance

This role is full time - 37 hours per week with a salary of up to £26,000 depending on experience. This will be a busy and varied role administrative role with a strong emphasis on customer service. You will be part of the Customer Service team dealing with the day-to-day operation but have a responsibility for all company legal enquiries & processing of relevant documentation.

Main tasks and responsibilities:

• Action notifications from Clients including liaison with the Tenant on their options & drawing up the necessary documentation as required.
• Liaise with Solicitors and Homeowners actioning any requests as required & drawing up the necessary documentation when a property changes Freehold Proprietor – deed of variations/deed of surrender.
• Arranging Maintenance Contracts for sub-contractors
• Filing documentation with Land Registry
• To provide an efficient and effective service to customers
• Update and maintain company software
• To accurately record and monitor queries on the company database
• Answer telephone calls and queries professionally, accurately and consistently
• Monitor, manage and action incoming emails
• Liaise with customers on the progress of their enquiry
• Raise jobs sheets, chase up and monitor progress
• Liaise closely with contractors
• Reviewing Lease Agreements and Contracts
• Raise purchase orders
• Check and process invoices
• Produce and send letters

Skills, experience and attributes required:

• At least 2 years experience in a customer service role
• Handling legal processes and documentation
• Proficient in using Microsoft products and general IT literacy
• Committed to providing a high standard of customer care
• Excellent organisational and time management skills
• Excellent communication skills, both verbal and written
• Ability to handle complaints and difficult situations
• Able to work as part of a team, but also independently

START DATE 8th of APRIL 2024

Do you have current or previous claims handling experience and are you looking for your next challenge? If so, we would love to hear from you so that we can tell you more about this great place to work!

Details:

• All customers are calling for help and therefore you will be required to handle all incoming and outgoing telephone calls in a helpful, friendly, polite and professional way.
• To proactively manage each claim ensuring that the customer receives the most appropriate service in a timely and cost effective manner.
• To monitor all aspects of the claim to ensure that all services are provided at the agreed time and that the customer is kept fully appraised of the progress.
• Handle first notification of loss (FNOL) calls empathetically, enter all relevant claims information accurately and agree the next course of action, whether we are requesting further information or are able to fast track the customers claim.
• Our first thought should be to obtain any information in the quickest way, therefore proactive calls are essential to provide updates and request customer information.
• Assess new claims in accordance with policy terms and conditions, within specified service levels and in line with department procedures.
• To ensure that the relevant Supervisor/Manager is informed of any service failure or potential problem.
• Identify and initiate potential recoveries from 3rd parties

About you:

• You will be professional and have great communication skills both verbally and written.
• You must have a minimum of 1 year claims handling experience. (This is non negotiable).
• You must have proven experience of providing a quality customer service within a pressurised office environment.
• You will have a genuine desire to provide a high level of customer service.
• You must be able to effectively manage multiple cases.
• You will have a high attention to detail and quality focus.
• You will have a proven ability to prioritise multiple tasks and work under strict timescales/under pressure.
• You will be PC Literate.

Hours of Work:

Based on a 35 hour working week with shifts ranging from 0800 starts and finishes up to 2000 Monday to Friday. There will be a Saturday requirement which works out 1 Sat every 5 weeks.

Benefits:

• Company Bonus Scheme
• Private Health Cover
• Company Contributory Pension
• Free Breakdown Cover on a vehicle
• Life Assurance
• Competitive Annual Leave
• Employee Assistance Scheme