Senior Claims Handler

2 weeks ago

StokeonTrent, United Kingdom Claims Consortium Group Full time

Within this elevated position the Senior Claims Handler will be expected to work with a high level of autonomy. With the ability to deal with their full case load independently from both a technical and customer services perspective and effectively manage any claims that are being handled by the contractor network. Managing a large caseload across multiple clients, you will be required to efficiently resolve all cases promptly by supervising the contractor’s activity on the claim as appropriate and ensuring all of your claims are progressing through to completion as promptly as possible.

**Location**: Hybrid or Office working with either our Newcastle-under-Lyme (ST5) or Culmhead (TA3) office. _Commuting to one of these locations on a regular basis is a requirement of the role._
**Salary**: £20,500 - £25,000 DOE
**Working pattern**:22.5 hours per week, flexibility of the working pattern can be discussed at interview stage.

**Key Accountabilities**
- Be responsible for a caseload of claims, where you will run the repair journey for the customer and be their key point of contact if they are unable to reach their assigned contractor or need your support or assistance with their claim. You will need to plan the claim journey and next steps at all times and agree these with the contractor and or customer.
- Responsible for a caseload of claims that are being run by a network contractor and ensure said contractors are actively progressing their active and on hold WIP’s and that they are keeping the customer updated throughout the claim journey.
- Provide coaching and support to contractors, and act as their key point of contact to advise them on policy queries and complaints handling as required
- Use a variety of communication approaches to build rapport and a positive relationship to help manage the customer predicament and deliver the right outcome.
- Proactively identify opportunities to develop internal systems and processes and, where appropriate, reduce costs whilst ensuring we deliver a quality, customer focused service to our policy holders
- Proactively handle your case load through the repair process, reducing failure demand and complaints by your ability to pursue suppliers and ensure customers are kept updated ahead of any issues arising
- Review and approve contractor variations or estimates from third party suppliers and ensure you are adequately justifying any cost increases to minimise claim leakage.
- Ensure your caseload is actively progressed to deliver a high level of completions for you to process and to achieve the shortest lifecycle on each claim

**Qualifications and Experience**
- Previous customer service experience and experience with preventing and resolving complaints
- Previous Insurance industry experience (Household)
- Cert CII desirable but not essential
- **one induction a month** which takes place on the
- **first Monday of the month**. You will join other new starters from across the business for a 1-week, residential* induction, during which you will meet with Senior Leaders & Directors from all areas to gain a comprehensive overview of each product line, and how the different teams operate across the group. There will also be a lunch or meal booked with People & Culture, so you are able to have more social interaction with each other and some of the team.
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