Head of Operations at National Breakdown
To help provide a leading professional claims service to all National Breakdowns customers and clients. To effectively manage claims and customer queries in line with company and industry standards and regulatory requirements.
Key Duties & Responsibilities
1. Record and correctly validate all incidents received within the parameters of the prescribed limits of the relevant scheme / product.
2. Pro-actively manage all incidents through to settlement – checking ongoing incidents continuously.
3. Provide appropriate and accurate reserving on all claims at all times.
4. Provide detailed notes on all actions taken on each claim.
5. Liaise effectively and develop a positive value based relationship with all suppliers to provide the best solutions / outcome for the customer.
6. Always provide professional communication with internal and external customers.
7. Effectively manage any customer complaints or queries.
8. Adhere to company service level agreements at all times.
9. Strive to create an ethos of customer centricity and to treat customers fairly.
10. Liaise with a customer to keep them informed on the progress of the claim.
11. Work as part of a team, seeking out opportunities to drive the company forward.
12. Assisting your colleagues in their role where possible as instructed by your team manager.
13. Incur no subjective or objective leakage.
14. Identify improvements in claims processes and policy wordings where appropriate.
15. Complete technical and regulatory training as directed to by your team manager.
16. Adhere to all industry based compliance and regulatory requirements.
17. Achieve own and assist with the teams objectives and KPI’s as advised by your team manager.
18. Complete daily, weekly or ad hoc tasks as allocated.
19. Work shift rotation in accordance with monthly shift pattern and show a willingness to cover colleagues when requested to by your team manager.
Experience Skills & Knowledge
1. Excellent verbal and numerical skills.
2. Good computer literacy and keyboard skills.
3. Objective approach to problem solving.
4. Clear, professional and accurate communication skills.
5. Demonstrate empathy and understanding to a customers responses to all decision made throughout a claim.
6. Ability to work under pressure.
7. Logical and organised.
8. Commitment to self development.
9. Demonstrate own business acumen and areas you have developed yourself. Seeking out opportunities to further develop your experience and knowledge.
10. Ability to work as part of a team, willingness to take on new roles and responsibilities.
11. Demonstrate confidence, enthusiasm, flexibility, resourcefulness and initiative.
12. Fluent in European languages, such as French, German, Italian or Spanish would be beneficial.
Seniority level
Entry level
Employment type
Other
Job function
Finance and Sales
Industries
Insurance
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