Claim Handler

**Job description**

The purpose of this role is to support the pro-active and accurate processing of domestic household and commercial property claims (Fire & Flood). The Claims Handler is responsible for managing the claim throughout its lifecycle ensuring that all parties are kept informed of progress.

**Responsibilities**:

- Take reports of new claims from insurance companies, loss adjusters, restoration professionals etc and allocates the claim to a restoration technician.
- Close liaison with insurers, loss adjusters, restoration professionals and clients throughout the claim lifecycle.
- Answer and manage all calls in an efficient, professional and patient manner.
- Provide support for our restoration technicians, communicating challenges and helping to problem solve any issues.
- Update the online claims management system (OCMS) and/or Symbility or any other online system.
- Manage claims from cradle to grave, ensuring they are closed in a timely manner and that subsequent invoicing is clear and consistent.
- Identify and handle complaints and escalate to the team leaders necessary.
- Liaise closely with the finance team to understand and improve invoicing outcomes.
- Ensure processing deadlines are met as required
- Develop technical knowledge to support technicians and insurance companies. Be ready to attend short courses.
- Other duties as delegated from time to time by your line manager or any other person designated in their absence.
- contact tradespeople from a network of approved professionals and arrange for them to make repairs on the policyholder's property
- handle any complaints associated with a claim
- Manage all administration aspects of the claim, ensuring that case notes, logs and diaries for each customer are completed on time and accurately
- Adhere to legal requirements, industry regulations and customer quality standards set by the company.

**Requirements**:

- Highly organised, good level of attention to detail and can prioritise a busy workload.
- Ability to manage complex situations.
- Ability to utilise qualities such as empathy, tact, assertiveness and diplomacy when talking to our customer understanding that our customer could be distraught and concerned following an incident.
- Excellent problem-solving abilities
- Active listening skills.
- Aptitude to make real time decisions based on changing information.
- Ability to manage own workload and work under pressure to meet deadlines.
- Strong relationship building skills
- Excellent communication skills both written and verbal
- Team player - willing to share knowledge with others
- IT Literate - Office word, excel & outlook is a must have skills.
- Passionate about service delivery excellence.

**Schedule**: Mon day to Friday 08:00 to 17:00.

Reference ID: Office Admin / Claim handler

**Salary**: £24,000.00-£30,000.00 per year

**Benefits**:

- Company pension

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

- Brentford, TW8 9HF: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 1 year (preferred)
- Administrative experience: 1 year (preferred)

**Language**:

- English (required)

Work Location: In person

Reference ID: Office Admin / Claim handler005