Claims Handler

5 months ago

Taunton, United Kingdom Claims Consortium Group Full time

This role primarily exists to manage a day-to-day workload of insurance claims, providing a high level of customer service and ensuring all Service Level Agreements (SLAs) are met. Acting as the first point of contact, individuals will need to ensure all information given to Policyholders, Clients and Suppliers is accurate. Liaising closely with all employees within the Claims Validation Department you will support the Senior Handlers on claims as required.

**Location**: Culmhead, Taunton TA3
**Salary**: £20,500pa - £25,000pa DOE
**Working Pattern**: Monday - Friday 8am to 8pm, core hours are 9:00am to 5:30pm. Some Saturdays on a rota basis and occasionally a bank holiday.
- 20 days annual leave + bank holidays
- Additional Beach day in the Summer + Birthday off
- Private health cash plan
- Opportunity for progression
- Free onsite parking (depending on office location)

**Key Accountabilities**:

- To effectively and efficiently key on claims and establish first contact with policyholders in accordance with each clients SLA agreements
- To ensure all phone calls are answered in a timely manner in accordance with SLA agreements and maintain high levels of phone availability as and when required in line with business demands.
- To ensure all complaints received are recorded accurately on receipt are resolved within the informal period in the majority of cases and that all appropriate customer communication is issued (SRC, holding letters or FRL letters)with any relevant reporting to client using the clients preferred reporting process
- To pursue surveyors to ensure their compliance with company SLAs
- To complete second call tasks and review claims that are on hold in the BCS process to actively push these through the BCS claims journey
- To flag any sight call claims appropriately on the system and ensure these are accurately signposted to the surveyors.

**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
- **two inductions a month** which take place on a Tuesday, Wednesday, and Thursday. You will join other new starters from across the business for the 3-day, 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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