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

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

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

**Language**:

- English (preferred)

Licence/Certification:

- Driving Licence (preferred)

Reference ID: Reference ID: Office Admin / Claim handler005