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Claims Customer Service Handler

4 weeks ago

Newcastle upon Tyne, United Kingdom Tesco Bank Full time

**General information**:

Job Title
Claims Customer Service Handler
Ref #
8131
Location
Newcastle
Department
Claims Customer Service (new)
Business Area
Claims Customer Experience
Working time
Full-Time
Date Published
11-04-2023

**Serving our customers, communities, and planet a little better every day.**:
Our claims department is open every day from 8am to 8pm Mon-Fri & 8am-5pm Sat/Sun with a 6-week shift-based rota.

As a Tesco Bank Claims Handler, you’ll be at the forefront of our business and representing our brand. You will be supporting our customers through their claims journey, from notification to settlement, ensuring the highest standards of customer service and creating exceptional experiences.

Note, you will initially be required to undergo office-based working for onboarding and training purposes. You may request to move to hybrid working following the successful completion of training, induction, and competency in role.

**The Role**:

- You will be responsible for obtaining accurate information regarding first notification of loss with the customer to set the claim and enable a smooth process.
- You will make decisions around liability and next steps of the claims process.
- You will manage customer predicaments and offer solutions based on our network of suppliers.
- You will pro-actively action day 1 total loss claims enabling settlement.
- Dealing with general queries linked to claims to update and provide solutions to our customers where required.
- Dealing with expressions of dissatisfaction and recording these accurately and where possible working towards a positive outcome for the customer.
- Liaise and build effective relationships with motor and home supply chain.
- Build solid relationships with the wider claims operations to effectively manage own claim knowledge and ensure customer handoffs are effective.
- Reviewing claims documentation to identify further information required and allocating cases to specialists and investigators as required.
- You will receive full training, with the support and tools required to be successful.

**What you’ll bring**:

- Customer Service experience with a background in Claims Handling is preferred but not essential
- The ability and experience to make decisions based on information presented
- Excellent written and verbal communication abilities, listening and empathy skills
- Comfortable with technology and the ability to use Microsoft Office
- The passion to deliver a truly excellent customer experience and find the best outcome for our customers

**The Perks**:
You'll be working hard to do your best by our customers, so we want to make sure we're doing our best by you.
- Blended working model in which you can enjoy working from home and coming together with colleagues in our offices for the moments that matter (to be discussed with your manager following successful completion of training, induction, and competency of role)
- Colleague Clubcard which grants 10% discount in Tesco stores (rising to 15% every pay weekend) and 20% off F&F clothing
- 7.2 weeks holiday entitlement with the opportunity to purchase additional holidays
- Generous pension scheme with contributions matched 1:1 up to 7.5%
- Mental and physical wellbeing benefits including our cycle to work scheme, wellness and health resources including gym membership and access to our headspace app
- Family friendly policies including enhanced maternity leave, shared parental leave policy and 4 weeks paid paternity leave
- We have several shift patterns available to support your work-life balance. Please discuss the detail of the working pattern options for this role with the hiring manager
We value our people and diverse team and believe the variety of backgrounds and experiences make us stronger to achieve our goals. We encourage colleagues to be productive, focus on meaningful work, and look for ways to further develop themselves & career, and have an excellent work/life balance.

**Why Tesco Bank?**:

At Tesco Bank everyone is welcome, we value our people and diverse teams and believe the variety of backgrounds and experiences make us stronger in achieving our goals. It’s important to us that we make sure you’re supported by your team and colleague networks every day, celebrating when it matters and helping you to be the best version of yourself. The people make Tesco Bank, and we take pride in what we achieve together.
We’re also a little obsessed with the future. Your future. Our future. That’s why we take development seriously; we want to help you thrive and evolve in your career. Tesco Bank is a place to get on, all colleagues have access to LinkedIn Learning and Abstract, from day one.
All that hard work? Come and see it turned into something real, usable, and important to customers’ and colleagues’ everyday lives. At Tesco Bank, our products make things a little better for everyone.

**Our purpose**:

The Tesco name comes with a dedication to customer service

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