Senior Household Claims Handler

6 months ago

Royal Tunbridge Wells, United Kingdom The AA Full time

**Company description**:
**Job Title**: Senior Household Claims Handler

**Location**:Tunbridge Wells - Hybrid

**Contract**: Full-Time/Permanent

**Salary**: Up-to £35,000

**Hours**: Monday - Friday

**AA Summary**

Assuming The AA is just about roadside help? There’s more to us than meets the eye.

The AA is one of the UK’s most well-known and trusted brands. We provide a range of services to millions of customers, from roadside assistance to insurance and driving lessons. Our mission is to help keep Britain moving, and we’re looking for dedicated individuals to join our team. Are you ready to join?

LI-THEAA #LI-Hybrid

**This is the job**:
To enhance the AA’s customer service delivery as a Senior Household Claims Handler, you will be responsible managing a portfolio of technical-high value cases involving fire, subsidence, oil spills and more complex water damage claims within a set limit.

The role of Senior Household Claims Handler is to act as a technical referral, point within the claims team and liaise closely with the M&CL team and help aid and assist development of all team members to ensure market leading levels of knowledge and ability.

You will ensure customer expectations are met and exceeded on every call, by managing end to end adjustment of the more complex claims occasionally over £150,000.

**What will I be doing?**:

- Handling either a mixed portfolio of complex Household insurance claims or specialising in one or more perils
- Making sure that service level agreements (SLA’s) are met, keeping the customer updated on the progress of their claim and working to make sure claims are settled promptly and fairly
- Liaising with our supply chain involved with claims and effectively managing a portfolio of the larger claims and being the referral point on complex claim issues arising in the team
- Ensuring any complaints or expressions of dissatisfaction are accurately recorded and managed in accordance with our complaints processes
- Accurately recording the information given to us by the customer concerning the circumstances of the claim and checking that the type of loss or damage are covered by the terms of the policy. Where part or all of the claim may not be covered, advising the customer in an appropriate and timely manner
- Supporting cost, service and process efficiency projects across the team, as well as having the opportunity to get involved in departmental projects

**What do I need?**:

- Home or Motor Insurance claims management background
- Strong experience of handling escape of water or flood claims required, or significant experience managing other technical property claims to conclusion (fire, subsidence, oil spills etc)
- Ability to show empathy with an understanding of how to support people through their time of need
- Proven track record of working to the highest standard and knowledge of all working practices
- Good spoken and written communication skills
- Accuracy and attention to detail

**Additional Information**:
We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including:

- Free AA breakdown membership from day 1, 50% discount for family and friends in the first year plus discounts on other AA products
- 25 days annual leave plus bank holidays + the option to buy additional annual leave
- Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family
- Pension scheme available up to 7% contribution
- Access to the EV discount scheme

Plus, so much more

As part of the onboarding process, we complete several pre-employment checks including work reference, credit, and criminal record checks.

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