Rent & Legal Protection Policy Co-ordinator

1 week ago

Nottingham, United Kingdom Countrywide Residential Lettings Full time

We are looking for an enthusiastic and motivated customer service specialist who want to be a part of a passionate and dedicated team dealing with Rent & Legal Protection (RLP) insurance claims.

You will be working for the UK's largest property services group where we serve our customers in multiple locations across more than 50 brands. We have unparalleled coverage of the UK property market, and we are uniquely placed to support our customers across the residential and commercial property markets.

**Countrywide Residential Lettings**

At Countrywide we offer a full range of services that help put people and property together; that includes the businesses that people run. There are many parts to the property industry, and different types of customers. We help and assist all of them.

We recognise that property is complex and our aim is to make it simple; we worry about it so that our customers don’t have to.

**The Rent & Legal Protection Team**

A specialised team of rent protection and legal insurance experts who support our branches and the customers of the exclusive Lets-Cover Rent & Legal Protection Insurance. As well as overseeing the sales compliance and management of this regulated insurance product, we are also responsible for managing all claims under the policy on behalf of the Insurer. If a tenant defaults on their rental payments or the Landlord needs the assistance of legal services in order to obtain repossession of their property, then the team assists them throughout this journey, right from advising them of the action that is available to them and information on their cover under the policy, up to and including serving notices, instructing solicitors and obtaining possession.

**The Role**

**Examples of what you will be doing**:

- Running and processing the relevant system workflows to process cases that have become eligible to claim under the insurance policy.
- Auditing the tenancy and claim conditions to ensure that all matters are fully compliant with our contractual obligations under the contract with the Insurer and the terms of the policy and not instruction or proceeding with any claims that fall outside of the agreed policy, contract and operational processes.
- Auditing new tenancies to ensure that RLP proposed policies meet the requirements of our contractual agreement with the Insurer and instigating new policies only when the required conditions are met.
- Instigating claims under the RLP policies where the arrears issues have not been resolved following necessary action. This includes taking the necessary actions on our systems to ensure the Landlord receives payment under their policy
- Instigating claims where the Landlord has not received back vacant possession of a property following the service of a statutorily required notice for reasons other than arrears
- Advising Landlords of their rights under the RLP policy, the claims procedure and being their point of contact throughout the claim. Ensuring our Landlords are kept fully up to date of all matters in respect of their claim.
- Instructing the currently appointed legal representatives for the RLP claims, following the agreed process and supplying the necessary legal and other documentation to allow the solicitor to take action through the Courts on behalf of the Landlord and the Insurer.
- Monitoring any online portals used by the appointed legal representatives and completing any requests by the legal representatives in a swift and expeditious manner to ensure no delay in the ability to gain possession.
- Being the point of contact for the legal representative and ensuring that all queries are answered as quickly as possible.
- Liaising with the relevant branches to ensure that any information required by the legal representatives or Insurer is obtained expeditiously.
- Liaison with landlords, tenants, legal representatives, Insurers and internal colleagues as required.

**Experience you have that will set you up for success**:

- Experience within residential property environment preferable
- Insurance or residential legal services (especially possession action) experience preferable
- First class customer service skills
- Excellent organisation, prioritisation and time management skills with a strong attention to detail
- Ability to work proactively and comfortable / excited at using their own initiative in a fast paced environment where priorities can change regularly
- Strong communication, influencing and relationship skills, with a strong customer centric approach (comfortable working with colleagues at all levels within the organisation)
- High levels of energy, drive, enthusiasm with a passion for developing themselves and being an active and supportive member of a high performing team
- High level of competency in IT along with excellent written and spoken English

**What you get in return for a career with Countrywide**:

- 23 days annual leave increasing with long service
- Pension scheme
- Full trai

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