Complaints & Claims Co-ordinator

6 months ago


London, United Kingdom Lockton, Inc. Full time

Working at Lockton

At Lockton, we’re passionate about helping our people achieve their ultimate potential. Our people are curious, action-oriented and always striving to make ourselves and those around us better. We’re active listeners working to ensure understanding and problem solvers developing innovative solutions. If you can see yourself delivering excellent service to clients, giving back to our communities and being a part of our caring culture, **you belong here.**
- Job type
- Experienced Professional
- Workplace
- Hybrid
- Your Responsibilities

**Complaints & Claims Co-ordinator**

**_Densura _**

Since its foundation in 1966 Lockton has grown to become the world’s largest privately held independent by helping clients achieve their business objectives. Today with more than 10,000 Associates in over 125 offices worldwide, Lockton’s dynamic and innovative organisation truly embraces its uncommonly independent status.

For nine consecutive years, Business Insurance magazine has recognised Lockton as a ‘Best Place to Work in Insurance’ and we now have a new opportunity for an Account Manager within our Densura team in the city.

**_About Densura _**

Densura has grown from a standing start ten years ago to become one of the largest insurance providers of dental indemnity in the UK. We currently look after over 2000 individual dentists who are all self-employed. We have invested in a bespoke IT system for new and renewal business which has a client portal for documents and information. We also have an on-line community the Dentrepreneurs on Facebook. Our current team has four account executives, six field salespeople and one FTE support person. This team are supported by our in-house clinical negligence lawyers and our team of ten practicing dentists with a legal qualification who look after the claims and complaints.

**Role’s Purpose**
- Liaising directly with our dentists as first port of call when they have patient
- complaints and claims.
- Working closely with the account team and the team of dento-legal advisers to ensure a timely response from the team. Utilising telephony, hard and electronic communications and via our bespoke online portal.

**Role Responsibilities**:

- Provision of the day-to-day servicing of ‘Densura’ clients as detailed above.
- Obtaining full details of any complaints and claims, requesting information and entering all details onto our bespoke system.
- Effective and timely management of all complaints and claims.
- Diarise requested information and ensure it is provided and passed via the system to the Dento-legal advisers
- Liaising with clients as appropriate
- After training answering day to day queries from clients as applicable to the role
- Producing reports as and when required
- Prepare with complete accuracy all market and client documents
- Deal effectively (and to the satisfaction of the client, market and line management) with all queries
- Provide Management Information and feedback as required
- Manage and coordinate client’s online journey when using the Densura portal and offline when they do not fit the requirements of the portal
- Achieve the required level of accuracy and adherence to process from audit feedback
- Assist in training and supporting other team members
- Continually maintain a knowledge of dentists, dentistry, and wider healthcare in order to unders
- Qualifications- Willingness and ability to continue to develop knowledge through formal and informal learning, both internal and external to the company
- Knowledge of the resources available within Lockton on how to source such services
- Good understanding of all relevant classes of business
- Ability to identify opportunities for business development
- Ability to identify where referral of matters outside of core knowledge should be sought
- Good understanding of the general and legal principles of insurance
- A thorough understanding of sector specific insurers products and specialisms
- Ability to broke and service the needs of client
- Experience in the relevant classes of insurance, client profiles and industry sector
- Effective and professional communication skills both verbal and written
- Ability to manage time, prioritisation, and deadlines without compromising quality or accuracy
- Analytical and problem-solving skills including research and investigation
- Maintain good business relationships with clients, insurers, and associates
- Demonstrate and understanding of when to proceed alone and when to involve the appropriate associates
- Achieve or ongoing progress in CII exams
- Effective presentation skills including preparation of materials
- Ability to explain to client the company’s products and services to ensure strong renewal retention
- Understanding of governance regulatory controls and procedures both Lockton and regulator(s) Knowledge of desktop software provided by Lockton, our client and insurer facing portals and relevant MS products

In ret



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