Subsidence Claims Handler

**About Acumen Claims Ltd**

Based near Mansfield, Nottinghamshire, Acumen Claims is an exciting and fast-growing property claims specialist, trusted by Managing General Agents and major insurers to consistently deliver a best-in-class service when it comes to validating and project managing property damage claims, restoration and repair. As a Subsidence Claims Handler at Acumen you will be empowered to make the right decisions to both assist customers and our subsidence engineers in the field to push claims to a swift and satisfactory completion. We very much look forward to hearing about your skills, your aspirations and what you can offer to our unique subsidence model.

**Job Mission**

To provide our clients with the highest standards of customer service whilst handling a portfolio of claims from FNOL to claim conclusion including completion of recovery and contribution. You will ensure the customer receives regular updates and drive proactive management of the overall claim in order to exceed customer expectations. This may include some basic technical input on monitoring, mitigation and repairs. All activities should be recorded on our systems whilst ensuring compliance with all company policies and procedures and Health and Safety legislation. You will ensure compliant usage of our IT (Prospect) system and promote our company ethos/culture.

**Key Activities and Accountabilities**

**Main Job Responsibilities / Functions**:
1. Create new claims received on our claims management system.#

2. Either undertake or ensure that initial contact calls to policyholders are made and follow up activities and actions are undertaken.

3. Where an initial assessment is made, determine optimal routing for claims.

4. Maintain customer/stakeholder communication. Respond to queries within SLA and ensure key updates are provided.

5. Ensure supplier instructions are followed up. Diarise and chase responses/reports.

6. Provide interim updates and payment reports to insurers.

7. Provide updates to ABI contributing insurer.

8. Organise 3rd party on mitigation works.

9. Coordinate responses with the Subsidence Expert where technical/specific input in required.

11. Provide management information and reporting for clients and internally.

12. Log complaints, manage and monitor resolution following client processes.

13. Book appointments between company personnel and clients/building occupants/contractors, e.g. book survey appointments.

14. Obtain in a timely manner, authorisations, mandates, excess payments, material selections, skip permits, etc. for their work packages.

15. Arrange agreed start dates and finish dates within SLA or dates and times to suit the policyholder.

16. Assist in coordinating alternative accommodation as required in accordance with the policy.

17. Work programme (liaise with our repair partner contractors to make sure we are fully aware of when trades are going to be on and off site and keep the policyholders updated throughout the lifecycle of claim)

18. Ensure purchase orders are raised and match the current approved scope of works.

19. Answer phones and perform other tasks as requested by company management.

21. Resolve issues quickly and adeptly preventing them from evolving into formal complaints.

**Qualifications / Experience Requirements**:
Cert CII or similar insurance certification.

Experience of handling insurance & subsidence claims or working in a customer service centre are an advantage.

**KEY INTERFACES**
- Claim Handling team
- Claims Validators/Engineers
- Policyholders/customers
- Brokers
- Solicitors
- Insurance companies
- Operations Director
- Insurance supply chain
- Builders/building network
- Loss Adjustors

**SKILLS AND COMPETENCIES**
- Resilience
- Planning and Organisation
- Flexibility
- Integrity
- Specialist Knowledge eg CII/ BDMA etc
- Business focus
- Communication
- Customer focus

**HOW IS PERFORMANCE MEASURED?**
- Key Performance Indicators - Report Quality/SLA adherence
- Working to client service level agreements
- Complaints & NCR’s - numbers/type/trend/ ratio
- Customer Satisfaction returns
- Personal appraisal and objectives, regular 1-1’s

**Job Types**: Full-time, Permanent

**Salary**: From £25,000.00 per year

**Benefits**:

- Bereavement leave
- Company events
- Company pension
- Enhanced maternity leave
- Enhanced paternity leave
- Life insurance
- On-site parking
- Sick pay
- Work from home

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Mansfield: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Subsidence Claims Handling: 1 year (required)

Work Location: In person