Join our team as a Senior Claims Handler and take on a pivotal role in managing insurance claims through the repair process. 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.
You'll oversee multiple client claims, proactively driving them forward, resolving cases promptly, and supervising contractor activity to ensure seamless completion. If you're a detail-oriented professional with a passion for efficiency and problem-solving, this is your chance to make a real impact!
Location: Hybrid with either our Taunton, TA1 or Newcastle-under-Lyme, ST5 office.
Salary: £22,500 - £25,000 DOE
Working Hours: 22.5 hours per week, working hours can be discussed at interview.
Contract: 6 Months Fixed Term Contract
What you will be doing:
1. Be responsible for a caseload of claims, where you will run the repair journey for the customer and be their key point of contact if they are unable to reach their assigned contractor or need your support or assistance with their claim.
2. Be responsible for a caseload of claims that are being run by a network contractor and ensure said contractors are actively progressing their active and on hold WIP’s and that they are keeping the customer updated throughout the claim journey.
3. 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.
4. Use a variety of communication approaches to build rapport and a positive relationship to help manage the customer predicament and deliver the right outcome.
5. Proactively identify opportunities to develop internal systems and processes and, where appropriate, reduce costs whilst ensuring we deliver a quality, customer-focused service to our policy holders.
6. 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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