Home Claims Call Handler
6 months ago
**Type: Permanent**
**Location: Fully remote working**
**Hours: Full time (35 hours) or part-time (16 - 20 hours predominantly weekends) roles available**
**Working Schedule: Flexi Shifts (hours will vary between 8am - 8pm, see further detail below)**
**Salary: Equivalent of £12.64 per hour**
**This role would suit individuals coming from FNOL roles, insurance administrators or coordinators who are looking to move into property claims handling, anyone from an insurance background looking to move into property or individuals with a keen interest in getting into the industry.**
Sedgwick Resource Solutions are looking for dedicated customer service professionals who enjoy talking to customers and helping support them through stressful home emergency situations (such as burst pipes or broken boilers), whilst still delivering a seamless and memorable experience.
**Your New Role**
As part of our incident response team you will be the first point of contact for customers who are at the start of their claim journey. Your calls could be in relation to either a home emergency (requiring instant remedy) or more substantial damage that could lead onto a property claim on their insurance.
You will:
- Identify whether the situation will be a covered by home emergency or whether it has the potential to lead to a full claim _(training on this will be provided)_
- Ensure that for every call, with every customer, you are delivering outstanding customer service
- Accurately take details of the claim/home emergency from the customer and log the details into the system _(training on this will be provided)_
- Set clear expectations of the service journey with the customer
- Become familiar with the policy/procedure requirements
- Contribute to regular team meetings and ensure effective handover and/or feedback to deliver a seamless service 24/7.
**Your Skills and Experience**
- Always professional and confident
- Ability to use technical skills to problem solve and make decisions
- The ability to empathise with customers and hold difficult conversations where needed
- Able to operate and prioritise tasks within a changing and fast-moving environment
- Excellent telephone communication and administrative skills, both written and verbal, and able to communicate at all levels of business
- Able to learn and understand new complex systems
- Be able to work a shift rota including nights, weekends, and Bank Holidays
**Working Schedule**
The core hours are between 8am-8pm on flexi shifts. This means that you will work a 7-hour shift Mon-Sunday between 8am-8pm 5x days per week. You will know your shift patterns at least 6 weeks in advance.
**For example**:
8am-4pm Monday, Wednesday, Thursday, Friday and Sunday = days off being Tuesday and Saturday
**Example of the following week you may work**:
12pm - 8pm Tuesday, Wednesday, Thursday, Friday and Saturday = days off being Sunday and Monday
You will be required to work across bank holidays and religious festivals as normal - if you are rota'd to work these days, you would be expected to work as you would any other working day.
**Your Benefits**
- Fully remote
- Healthcare scheme
- Access to internal recognition and reward scheme
- A Self Invested Personal Pension Scheme
- Holiday allowance of 25 days plus bank holidays
- Discounts on various products and services
- Employee assistance programme for employee wellbeing
- Life assurance
- Group Income Protection
- Voluntary benefits - dental cover, cycle to work scheme, season ticket loan, wellbeing and digital GP app
- Sedgwick is committed to Equal Opportunity and Diversity. We aim to ensure that no job applicant or employee receives less favourable treatment on the ground of race, colour, nationality, religion, ethnic or national origins, age, gender, marital status, sexual orientation or disability._
**Job Types**: Full-time, Part-time
Part-time hours: 20 per week
**Salary**: £12.64 per hour
**Benefits**:
- Company pension
- Cycle to work scheme
- Employee discount
- Health & wellbeing programme
- Paid volunteer time
- Private dental insurance
- Referral programme
- Sick pay
- Store discount
- Work from home
Schedule:
- 8 hour shift
Work Location: In person
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