Customer Operations Settlement Coordinator
The Settlement Co-Ordinator will be responsible for handling any claims arising from customers, prospective customers, and residents within the communities we serve. They will be able to take ownership of claims received via multiple channels, including our Customer Operations Team, complete an impact assessment, liaise with the appropriate internal/external departments, validate the claim value, and prepare for authorisation and payment.
Note: this role would have a start date in January 2025.
Effective relationship management is key, they will be confident in taking ownership of queries relating to complaints or requests for remedial payments. Experience of a CRM would be advantageous but not a requirement. Proficiency in Microsoft Excel will allow the successful candidate to stand out within their role. This role is predominantly outbound and email with the expectation settlements are negotiated to customers verbally as primary contact.
Responsibilities:
1. Centralise and align management of claims in a timely manner.
2. Treat all claimants with fairness.
3. Create an impact assessment, allowing for clear prioritisation of claims understanding the relevant stakeholders to engage, and identify wider impacts of approving settlements. All with the purpose of minimising claim expenditure.
4. Fully investigate all claims. Where appropriate, produce an investigation pack to allow for cross-charging.
5. Track and manage expenditure of claims. Ensure prompt payment of claims.
6. Deliver exceptional customer service.
7. Gain a detailed understanding for, reason, claim type, location of what drives claims into Gigaclear, such as property damage, service downtime, and foreseeable or consequential loss.
8. Comfortable to ‘challenge’, ensuring the departmental and wider business targets are delivered.
9. Approachable and effective communicator – the ability to assist with a wide variety of questions and queries.
10. Taking ownership of claims through to successful resolution or appropriate point of escalation handover.
11. Highlighting trends or knowledge gaps to improve the customer journey, engaging with Customer Operations Management Team to ensure we deliver a premium customer experience.
12. Building key relationships with internal stakeholders to encourage a positive and collaborative way of working.
13. Collating details to ensure a successful claim investigation.
14. Seeking opportunities to improve the efficiency of the team.
15. Securing and providing timely and proactive updates and information to customers.
16. Managing own workload effectively and supporting team where required in more complex cases.
17. Being the voice of the customer and championing ideas through business change and development meetings.
Knowledge & Skills:
1. Proven experience of delivering high-quality customer service.
2. Experience in complaint management.
3. Advanced knowledge of Microsoft Office 365, in particular; Outlook, Excel, Word.
4. Good keeping of records and audit trail, of accepted and rejected claims. Understanding of relevant Data Protection laws and regulations.
5. Strong interpersonal skills allowing effective communication with internal and external stakeholders at all levels.
6. Exceptional verbal and written communication skills.
7. Solutions focused with a methodical approach to problem solving and decision making.
8. Effective at external and internal stakeholder management, championing the customer experience at every opportunity.
9. Excellent organisational and time management skills.
10. Self-motivated and able to understand tasks on own initiative.
11. Ability to approach potentially challenging situations in a positive and supportive manner.
Gigaclear is a growing Fibre Broadband (FTTP / FTTH) company, having grown from 100 to circa 800 employees over the past 6 years, we are developing our fibre-to-the-premises broadband infrastructure to some of the most difficult to reach areas of the UK, empowering those communities with broadband to rival any city.
Staff rewards, benefits and opportunities:
1. Generous employer pension; up to 8% matched contribution.
2. Income protection & life assurance.
3. 25 days holiday (plus bank holidays), holiday purchase scheme and Yay Days!
4. Health cash plan, 24/7 remote GP access and Employee Assistance Programme including counselling & legal advice.
5. Unlimited access to online training and development content via our Learning Management System.
6. Long service benefits and monthly employee recognition.
7. Enhanced maternity and paternity provisions.
8. Flexible working environment.
9. Health & Wellbeing initiatives and company funded social events.
Our values:
Our approach is to work guided by our mission, vision and values: Find a way, Be committed, Do the right thing, Keep it simple.
Job Info:
Job Title: Customer Operations Settlement Coordinator
Company: CV-Library
Location: Oxford, Oxfordshire
Posted:
Closes:
Sector: Administration
Contract: Permanent
Hours: Full Time
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