Job Description

Overview:

The Senior Customer Partner will be responsible for managing all service aspects of high-priority and complaint-related subsidence claims that meet an agreed-upon set of criteria. As a collaborative team member, the Senior Customer Partner will work towards shared goals, demonstrating a proactive and supportive approach. This role will involve full ownership of the claim process working with our Field Contracts Manager and Subsidence Specialist experts. This position also plays a critical role in ensuring a seamless customer experience by providing regular and meaningful updates, ensuring the accuracy of the claim action plan, and maintaining clear communication with the customer throughout the entire claims process. The role requires strong customer service, attention to detail, and a commitment to delivering high-quality service to all customers ensuring satisfaction. The role will also act as a key voice for the Operations team on suggestions, improvements and process refinement to maximise our customer journey.

Key Responsibilities:

Ensure claims are processed efficiently and in line with SLA's and KPI's Coordinate with field to ensure necessary assessments, validation and repairs are carried out efficiently and in a timely manner. Act as the primary point of contact for customers, ensuring their concerns are addressed and their questions answered promptly. Provide regular, clear, and meaningful updates to customers regarding the status of their claims and any changes in the action plan. Maintain an empathetic and professional approach, ensuring that customers feel supported throughout the claims process. Develop and maintain accurate and up-to-date action plans for each claim, reflecting the current status, next steps, and any necessary adjustments. Ensure that all stakeholders involved in the claim process are aligned with the action plan and are aware of their responsibilities. Monitor the progression of claims, identifying any delays or potential issues early and taking proactive steps to resolve them. Work collaboratively with all relevant departments to ensure the claim moves through each stage of the process expediently. Ensure that all actions taken during the claims process are compliant with company policies Continuously monitor customer satisfaction levels, striving to exceed expectations and ensure a positive claims experience. Maintain accurate records of all communications, actions taken, and decisions made throughout the claims process. Proactively identify opportunities to improve the claims process, customer service, and overall efficiency.

Knowledge & Skills:

Highly motivated with the ability and willingness to learn Computer literate (ideally in Microsoft Office) Can work with colleagues in a team based environment to support the activities of the business Excellent communication skills to provide clear, concise, and regular updates to customers regarding the status of their claims. Strong organisational and time management abilities to oversee multiple claims simultaneously, ensuring all tasks and schedules are executed on time. Strong interpersonal skills to build positive relationships with customers, colleagues, and external stakeholders. Strong team collaboration skills to work effectively with Subsidence Specialists, Field Contracts Manager and mitigation Empathy and professionalism in handling customer enquiries, complaints, and feedback with the ability to negotiate, problem solve and deal with conflict resolution while maintaining a focus on claim resolution.

Experience Required:

Demonstrable experience of claims handling and / or complaints handling, and insurance knowledge Property/Subsidence Knowledge Cert CILA or equivalent (ideal not essential)
Job Types: Full-time, Permanent

Pay: Up to 28,000.00 per year

Benefits:

Life insurance Private dental insurance Private medical insurance Work from home
Experience:

Complaint handling: 3 years (required) working in claims: 3 years (required) customer service: 3 years (required)
Work authorisation:

United Kingdom (required)
Work Location: Remote