Join our team as a Senior Claims Handler (Tech) and take on a pivotal role in managing insurance claims through the repair aspect of a claim. In this elevated position, you'll work with a high level of autonomy, ensuring claims progress efficiently while maintaining cost control within our contractor network.
Claims will be across multiple clients and you will be required to efficiently resolve all cases promptly by supervising the contractor’s activity on the claim as appropriate and ensuring all of your claims are progressing through to completion as promptly as possible.
As part of the interview process for this role there will be a technical question set.
Location: Hybrid with either our Taunton, TA1 or Newcastle-under-Lyme, ST5 office, with a minimum of 3 days per week from the office.
Salary: Starting from £23,809.50pa
Working Hours: 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:
* Review and approve contractor variations or estimates from third party suppliers and ensure you are adequately justifying any cost increases to minimise claim leakage.
* Ensure you are acting within SLA for approving variations and estimates.
* Action in a timely manner and for the benefit of progressing a claim efficiently and swiftly from the Technical Inbox.
* Assist in the upskilling either through formal training or on the job ad-hoc coaching to wider members of the Repair area.
* Provide coaching and support to contractors, and act as their key point of contact to advise them on policy queries and complaints handling as required.
* Use a variety of communication approaches to build rapport and a positive relationship to help manage the customer predicament and deliver the right outcome.
* To ensure all complaints received are recorded accurately on receipt, are resolved within the informal period in the majority of cases and that all appropriate customer communication is issued (SRC, holding letters or FRL letters) with any relevant reporting to client.
* Proactively handle your case load through the repair process, reducing failure demand and complaints by your ability to pursue suppliers and ensure customers are kept updated ahead of any issues arising.
What we need from you:
* Previous customer service experience and experience with preventing and resolving complaints.
* Previous Insurance industry experience (Household or Commercial).
* Ability to identify and know how to manage claims leakage.
* Good understanding of Fraud and Recoveries processes.
Don’t think you meet all the skills and qualifications listed? Studies have shown individuals with protected characteristics, such as women, people of colour or those in Neurodiverse groups (and many more) are less likely to apply for a role if they don’t meet all the requirements on a job advert. Claims Consortium Group strives to lead the way in creating a culture that promotes not only an equal but more importantly, an inclusive workforce that allows all our employees to be their authentic selves. 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 as you may be just the candidate we are looking for, for this position or another role.
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