Claims Handler

4 weeks ago

Droitwich Spa, United Kingdom Four Squared Full time

Claims Handler

£25,064

Droitwich

Full Time, 40 hours per week, on a rota basis to cover the client’s opening hours

Four Squared Recruitment is working on behalf of a client looking for a skilled Claims Handler. In this role, you will be responsible for managing claims and delivering exceptional service to customers and clients, consistently exceeding expectations. You will play a crucial role in supporting the client’s team and upholding a culture of excellence.

Key Accountabilities / Activities:

  • Provide essential support to colleagues and the Team Leader as required
  • Collaborate with team members and management professionally, fostering effective teamwork and upholding high standards of behaviour.
  • Assist with processing both new and existing instructions for emergency and alternative accommodation.
  • Ensure daily tasks are completed within the specified timeframes, as outlined by the Team Leader, including first calls, and managing boards for tonight/arrivals/departures.
  • Consistently review and update your Weekly Board.
  • Regularly monitor the @help inbox and team folder, ensuring emails are color-coded, allocated, and filed appropriately to meet service level agreements (SLAs).
  • Focus on delivering efficient accommodation services, offering the right solutions at the right time within SLAs.

General Duties:

  • Continuously enhance personal performance and the customer experience by participating in regular call coaching, training sessions, and sharing best practices.
  • Escalate any end-of-day issues or complaints to the Team Leader within the SLAs.
  • Stay fully informed and competent in all accommodation solutions and departmental processes, seeking support in any areas requiring development.
  • Provide flexibility with out-of-hours phone coverage as needed.
  • Assist with covering holidays and sickness wherever possible.
  • Strive to achieve or exceed individual key performance indicators (KPIs) and support others in reaching theirs.
  • Ensure your computer is shut down each night and contribute to environmental, social, and governance (ESG) initiatives..

Flexibility:

Due to the nature of the client’s business, some flexibility is required. You may be asked to perform tasks not specific to your role when there is a business need.

Attainments/Competencies:

Essential:

  • Customer-focused, attention to detail, strong written and verbal communication at all levels, computer literate, good relationship builder, effective time management, flexible approach.

Desirable:

  • Motivational skills, sales & negotiation experience, good commercial awareness.

Previous Experience:

Essential:

  • At least one year’s experience in a customer service role.
  • Desirable: Experience in a similar role.

Experience Required:

Essential:

  • Ability to work on own initiative and meet tight deadlines, possess excellent communication skills, ability to adhere to company policies and practices.

Desirable:

  • Experience with problem-solving and customer complaints, knowledge of CRM systems.

Special Aptitudes:

Essential:

  • Enthusiastic self-starter, willingness to learn, well-organized, positive 'can-do’ attitude.

Desirable:

  • Multi-lingual.

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