Job Description

Role Overview

This position will be responsible for communicating and liaising with first and third third-party customers, insurers, and suppliers to collate incident loss details, offer our services and negotiate claim settlements on behalf of our customer. This role requires working at a fast pace in line with guidelines to provide resolutions whilst, ensuring required standards and agreements are adhered to. The successful candidate will have a level of autonomy, whilst seeking guidance from their senior colleagues and line manager where appropriate within the escalation route.

Key Responsibilities

Liaise with internal and external customers/stakeholders;
Manage inbound and outbound first notifications of loss, collating detailed and accurate information to aid the ongoing downstream management of the insured claim;
Manage various elements of allocated claims from start to finish, including the offering of our services;
Resolve disputes on liability and quantum, quantify accurately;
Answer stakeholder queries and questions, providing excellent customer service;
Answer inbound and outbound telephone enquiries;
Maintain accurate and timely completion of case file notes;
Ensure the claims management system is current and accurate;
Follow the correct escalation route where required;
Ensure that all client and customer's expectations are met and exceeded;
Adhere to service levels and standards in line with our current philosophies;
Monitor KPIs and articulate when not on track;
Comply with all regulatory requirements and company policies.

Skills & Experience:

Knowledge of customer service handling with the ability to manage a broad range of circumstances;
Experience in customer service, previous call centre or sales experience would be advantageous;
Knowledge and understanding of the insurance market would be desirable;
Ability to meet agreed SLAs, KPIs and objectives;
Proactive in self-development and seeks feedback to improve performance;
Ability to challenge customers professionally when required;
Excellent communication skills;
Self-motivated, ability to understand the customer's needs and perspective, empathetically and professionally;
Competent in the use of Microsoft Office (Word, Excel, Outlook, PowerPoint);
Collaborative and results orientated;
Ability to work on own or as part of a team;
Flexibility to work overtime when required;
Ability to work 37.5 hours per week, including evening (until 8:00 pm) and weekend shifts (1 in 4) on a rota basis.

Job Types: Full-time, Permanent

Pay: Up to 23,829.00 per year

Benefits:

Additional leave Casual dress Company pension Health & wellbeing programme Life insurance Private dental insurance Referral programme Work from home
Experience:

motor claims complaints: 2 years (required) Customer service: 2 years (required)
Work authorisation:

United Kingdom (required)
Work Location: Remote