As a Senior Claims Handler, you will take ownership of a dynamic portfolio of insurance claims, managing them from start to finish with a high degree of autonomy. This elevated role offers the opportunity to showcase your technical skills and customer service excellence, handling a mix of automated and manual claims across multiple clients.
You'll oversee claims that are retained by our surveyor network, ensuring efficient resolution by outsourcing to a surveyor and supervising their progress. With independence and responsibility, you’ll play a key role in delivering exceptional service and seamless claims management.
Location: Hybrid with either our Newcastle-under-Lyme (ST5) or Taunton (TA1) offices.
Salary: £22,500pa - £25,000pa DOE pro rata
Working Pattern: 30 hours per week (working pattern to be discussed) but based across Monday - Friday 8am to 8pm, core business hours are 9:00am to 5:30pm. Some Saturdays on a rota basis and occasionally a bank holiday.
What you will be doing:
1. Be responsible for a caseload of claims that are being run by a network surveyor.
2. Provide coaching to network surveyors, and act as their key point of contact to advise them on policy queries and complaints handling as required.
3. Use a variety of communication approaches to build rapport and a positive relationship to help manage the customer predicament and deliver the right outcome.
4. Proactively supervise your case load through the validation process.
5. Settle any claims that have not been automated and have needed to be handed back to the call centre by a surveyor by using your knowledge of scoping, dispute management and effective negotiation skills with the customer.
6. Assist surveyors with the review and approval of contractor secondary files or estimates from third party suppliers during the validation processes.
What we need from you:
1. Previous customer service experience and experience with preventing and resolving complaints.
2. Previous Insurance industry experience (Household).
3. Cert CII desirable but not essential.
Don’t think you meet all the skills and qualifications listed? Claims Consortium Group strives to create a culture that promotes an equal and inclusive workforce. If this role is something you’re excited about, but your experience doesn’t align with every qualification outlined, don’t stress it, we would encourage you to still apply.
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