Summary
The FNOL Representative is the first point of contact for policyholders reporting incidents involving underground service damage including drainage and water mains. This role involves performing an initial triage of claims, establishing facts about the damage and circumstances, and entering all claim information into DASA’s Claim Management System.
Wage
£12,480 a year
Pay rises available for high performers.
Training course
Business administrator (level 3)
Hours
Between core hours of 8am - 6pm (8hr shifts). Days to be confirmed may include some weekend work
37 hours 30 minutes a week
Possible start date
Monday 3 March
Duration
1 year 6 months
Positions available
2
Work
As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.
What you’ll do at work
At DASA, we specialise in handling insurance claims related to Damage to Underground Services. The FNOL Representative is the first point of contact for policyholders reporting incidents involving underground service damage including drainage and water mains.
This role involves performing an initial triage of claims, establishing key facts about the damage and current circumstances, and entering all claim information into DASA’s Claim Management System (Metrix).
As you progress through your Business Administration Apprenticeship with DASA, you will have the opportunity to work in different areas of the business to broaden your experience and develop a range of valuable skills. This rotational approach will allow you to gain insights into claims handling, customer service, data management, and administrative support.
You’ll learn how to navigate our systems, handle complex information, and communicate effectively with both internal teams and external clients. Through hands-on experience and structured learning, you’ll work alongside skilled professionals dedicated to your development, building your confidence and competence as a future business administrator. Additionally, you will benefit from continuous mentoring and support throughout your apprenticeship, ensuring that you have the resources you need to succeed.
Key Responsibilities:
Initial Triage of Claims:
* Act as the first point of contact for policyholders that have reported a ‘loss’ to their insurance company
* Conduct an initial triage of the claim, gathering key information such as the location, nature of the damage, and any immediate safety concerns
Updating DASA’s Claim Management System (Metrix):
* Enter all relevant claim information accurately and promptly into DASA’s Claim Management System (Metrix)
* Ensure all updates and communications are thoroughly documented, allowing for seamless case management by the claims handling team
Data Entry and Documentation:
* Efficiently record all claim-related information, ensuring accuracy and completeness in the system
* Collect and upload any supporting documentation, including photos or initial reports provided by the policyholder
* Accurate recording of information in insurance client portal systems
GDPR Compliance and Data Protection:
* Handle all personal and claim data in compliance with GDPR regulations and DASA’s data privacy policies
* Ensure that sensitive personal information is stored securely and shared only with authorised personnel
Customer Support and Communication:
* Provide policyholders with clear, empathetic, and professional guidance throughout the initial claims process
* Address any questions or concerns from the policyholder, offering reassurance and outlining the next steps in a supportive manner
* Escalate complex claims or safety-critical cases to senior claims handlers or supervisors as needed
* Liaise with insurance clients and industry partners
Internal Collaboration:
* Work closely with other departments, including the technical claims team and scheduling departments
Where you’ll work
UNIT 6E LOWICK CLOSE
NEWBY ROAD INDUSTRIAL ESTATE
HAZEL GROVE
STOCKPORT
SK7 5ED
Training
An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.
College or training organisation
SALFORD CITY COLLEGE
Your training course
Business administrator (level 3)
Equal to A level
Course contents
* Skilled in the use of multiple IT packages and systems relevant to the organisation in order to: write letters or emails, create proposals, perform financial processes, record and analyse data. Examples include MS Office or equivalent packages. Able to choose the most appropriate IT solution to suit the business problem. Able to update and review databases, record information and produce data analysis where required.
* Produces accurate records and documents including: emails, letters, files, payments, reports and proposals. Makes recommendations for improvements and present solutions to management. Drafts correspondence, writes reports and able to review others' work. Maintains records and files, handles confidential information in compliance with the organisation's procedures. Coaches others in the processes required to complete these tasks.
* Exercises proactivity and good judgement. Makes effective decisions based on sound reasoning and is able to deal with challenges in a mature way. Seeks advice of more experienced team members when appropriate.
* Builds and maintains positive relationships within their own team and across the organisation. Demonstrates ability to influence and challenge appropriately. Becomes a role model to peers and team members, developing coaching skills as they gain area knowledge.
* Demonstrates good communication skills, whether face-to-face, on the telephone, in writing or on digital platforms. Uses the most appropriate channels to communicate effectively. Demonstrates agility and confidence in communications, carrying authority appropriately. Understands and applies social media solutions appropriately. Answers questions from inside and outside of the organisation, representing the organisation or department.
* Completes tasks to a high standard. Demonstrates the necessary level of expertise required to complete tasks and applies themself to continuously improve their work. Is able to review processes autonomously and make suggestions for improvements. Shares administrative best-practice across the organisation e.g. coaches others to perform tasks correctly. Applies problem-solving skills to resolve challenging or complex complaints and is a key point of contact for addressing issues.
* Takes responsibility for initiating and completing tasks, manages priorities and time in order to successfully meet deadlines. Positively manages the expectations of colleagues at all levels and sets a positive example for others in the workplace. Makes suggestions for improvements to working practice, showing understanding of implications beyond the immediate environment (e.g. impact on clients, suppliers, other parts of the organisation). Manages resources e.g. equipment or facilities. Organises meetings and events, takes minutes during meetings and creates action logs as appropriate. Takes responsibility for logistics e.g. travel and accommodation.
* Uses relevant project management principles and tools to scope, plan, monitor and report. Plans required resources to successfully deliver projects. Undertakes and leads projects as and when required.
Your training plan
* Level 3 Business Administrator Apprenticeship standard
* Functional Skills Level 2 in maths & English (if required) 7
*Most of the learning will be delivered within the workplace except for exams which will be held on a college site in Salford.
The employer will allocate 6 hours per working week for the apprentice to complete any apprenticeship coursework, training, assessor visits etc.
More training information
* Training Provider is Apprenticeships at Salford City College
Requirements
Essential qualifications
GCSE in:
* Maths & English (grade A* - E / 9 - 2)
Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.
Skills
* Communication skills
* IT skills
* Attention to detail
* Organisation skills
* Customer care skills
* Problem solving skills
* Administrative skills
* Logical
* Team working
* Initiative