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Senior Claims Coordinator

1 month ago

StokeonTrent, Stoke-on-Trent, United Kingdom Davies Group Full time

Job Purpose:

As a Senior Claims Co-ordinator at Davies Group, you will play a crucial role in assisting Loss Adjusters and Team Leaders in their day-to-day activities, providing exceptional customer service as the primary point of contact for both internal and external stakeholders.

Duties and Responsibilities:

  • Deliver outstanding customer service to our customers and clients, ensuring a high level of satisfaction.
  • Support Loss Adjusters in managing the customer experience throughout the claim, adhering to agreed Service Level Agreements (SLAs).
  • Chase suppliers, both internal and external, to ensure a smooth and efficient claim journey.
  • Make informed decisions, taking into account customer circumstances and client philosophies.
  • Ensure compliance with company standards when dealing with informal and formal complaints.
  • Understand and adhere to Data Protection procedures.
  • Familiarize yourself with company systems and procedures.
  • Demonstrate flexibility in response to customer demands.
  • Recognize and escalate inconsistencies during the claims process to the Line Manager.
  • Manage Special Inbox and handle escalation calls.

Requirements:

This role is suitable for individuals with excellent communication and organizational skills, including:

  • Excellent organization skills.
  • Computer literacy and the ability to manage workload efficiently.
  • Accuracy, attention to detail, and an investigative approach.
  • Ability to work within agreed timescales and deadlines, with flexibility to adapt to customer and client demands.
  • Proactive team player, contributing to team performance.
  • Effective communication and adaptability when interacting with customers.
  • Proactive problem-solving and escalation to Team Leader.
  • Flexibility and commitment to a career.
  • Ability to thrive in a fast-paced, changing environment, embracing change positively.
  • Flexibility around extended hours during busy periods.