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
Working Pattern: Monday - Friday 8am to 8pm, core 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? 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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