Overview
Customer Claims Senior Handler: UK HYBRID WORKING. 1 Year Secondment
We’re AND-E – one of the fastest-growing insurance companies. And we’re proud of our warm and inclusive culture. We’re building a diverse community, with a unique blend of strengths, to take our business to the next level.
AND-E was shortlisted in the Best Insurance Employer category at the 2022 British Insurance Awards, earning a 5* rating!
You’ll be an experienced Customer Claims Handler looking to take the next step on your career.
If you’re looking to go further, faster join us and enjoy every opportunity.
CHALLENGED NOW AND-EXPERT NEXT.
Responsibilities
* Utilise your claims knowledge and experience to mentor and coach your team to achieve the right claims outcomes for our customers.
* Work with the Claims Team Manager to develop and deliver operational plans that ensure the delivery of claims Service level agreements.
* Act as a technical referral point for Claims handlers for any questions and escalations.
* Support the development of the Claims team by being an effective coach and role model.
* Undertake regular performance reviews of your team utilising performance data, quality audits results and feedback; when required, deliver feedback to individuals, identifying and supporting individual development actions and training needs for individuals.
* Manage claims in line with agreed authority levels, handling guidelines, claims strategy and culture, complying with regulatory and legal requirements.
* Using your claims experience and knowledge combined with excellent negotiation and influencing skills, ensure optimum claims solutions are delivered for the customer and the business to drive prompt settlement and minimise claims costs.
* Take prompt and proactive action when you recognise that the service delivered by the department does not meet customer expectations.
* Listening to and valuing your team as the voice of the customer, analysis of customer feedback, quality monitoring and complaint root cause analysis you will constantly look for ways to improve the customer experience.
* Participate in projects acting as SME on claims matters as and when required, ensuring that any actions and completed on time.
Knowledge, Experience and Qualifications
* Strong experience in a motor claims handling role.
* Understanding of the principles of negligence and how this applies to motor accident liability.
* Excellent negotiation and influencing skills.
* Experience of formulating and delivering claims processes.
* Experience of coaching and developing others.
* Experience of working on and delivering change initiatives.
* Experience of working with suppliers, ensuring SLA’s are delivered.
* Sound understanding of FCA regulatory regime, FOS ethos and consumer duty.
* Good level of both verbal and numerical reasoning, analytical, objective, solves problems by developing and applying solutions.
* Proficient in using Claims operating systems, word processing and spreadsheet packages.
Why Join Us?
We're all about helping you grow, with plenty of support to develop in your current role whilst also creating opportunities to explore new ones and advance your career.
We realise that we need to be a good fit for you above all else – so here’s what you can enjoy about AND-E:
* Recognised as the Best Large Insurance Employer: We are proud to have been named the Best Large Insurance Employer for 2023 at the prestigious British Insurance Awards.
* Unmatched Work-Life Balance.
* Competitive Salaries and Benefits Package: We offer competitive salaries that recognise your skills and expertise.
Our community’s unwritten rule is to be as flexible as we can be. We understand life happens, and on occasion, we all need a bit of give and take in our day. We don’t want you missing your child’s school play, or the new fridge being delivered. We believe our colleagues should have choice, flexibility, and balance in their home and work life, and we are committed to fostering a diverse, equitable, and inclusive environment where everyone feels valued and supported, including embracing neurodiversity and ensuring all individuals have the tools and opportunities they need to thrive.
We like to think our benefits package is one of the best, focusing on colleagues’ health, wealth, and lifestyle. We offer:
* Up to 28 Days annual leave with the option to buy/sell up to 5 days holiday*
* 7.5% Discretionary Annual Bonus*
* Healix Private Medical Insurance Options*
* 3 x Annual Salary Life Assurance*
* A range of health, wellbeing, and financial support benefits, including money back on health expenses, Employee Assistance Programme, Flu Jab voucher, Virtual GP service, and driving lessons* for you and your family.
* Additional perks such as a pension advisory service, family-friendly policies, season ticket loan*, cycle scheme*, and financial flexibility through Wagestream*.
* Subject to company performance and completion of probation
Aioi Nissay Dowa Europe is committed to promoting equal opportunities in employment. Employees and job applicants will receive equal treatment regardless of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation (Protected Characteristics)
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