Claims Officer

**Job Advert**

**Role**:Claims Officer

**Location**:Manchester

**Level**:Officer

**Line Manager**:Head of Operations

**Status**:FT

**Weekly Hours**:37.5

**Salary**:£21,255 pa

**About the role**:
The successful Claims Officer will start at a competitive salary. This is in addition to our annual leave scheme, which kicks off with 23 days annual leave plus the bank holidays, including the office closing over Christmas. As your time with us increases, so does your annual leave

You will also join our company at an extremely exciting time and immediately join our Career Pathways, where you can move higher in this role, or move into other roles such as become a Senior Complaints Handler, Dispute Resolution Officer, or a Claims Management Expert.

**What you will be doing**:
The name probably gives it away, but there is a fair bit that goes into this role. We will be counting on you to do the following:

- Establish contact with claimants upon ‘First Notification of Loss’ (FNOL), initiating our ‘triage’ process, using the tools and systems provided by the company.
- Present your findings to both parties and highlight any inaccuracies within the claim. These findings should be presented in a professional way and to a standard that achieves a resolution.
- Record and document all stages of the claims process taken for each case.
- Liaise with engineers where required, to arrange for any repair or replacement work on behalf of businesses, keeping their consumers always updated.
- Record, monitor and maintain all required information from businesses and consumers.
- Ensure as much evidence as possible is gathered as part of the claims process to give us the best chance of a successful outcome.
- Using common sense and data, prioritise claims when required, but also ensuring that we achieve all internal and industry targets.
- Manage costs on behalf of our clients by ensuring fair costings are provided by our suppliers.
- Coordinate inspection services and independent witness reporting as required.
- Gain authorisation as required from the client in order to fulfil the requirements of the claim.
- Coordinate servicing where required, along with any emergency remedial callout work.
- Provide independent support to our clients where warranty claims are concerned, liaising with the consumer, client and other third parties such as manufacturers where required.
- Assisting with our claims handling programme, where you could be handling claims on behalf of banks, insurers, retailers amongst others.
- Give us a hand with any reporting requirements for our clients, or for our company.
- Help out in other departments when things get busy, and we are in a ‘all hands-on deck’ time period.

**Who we are looking for**:
We operate in the home improvement and renewable energy industry. Therefore, a good start is someone coming from that background, ideally with good experience in roles providing customer service, claims handling, mediation, or conciliation.

From there, we are also looking for:

- Highly organised individuals; you will update the systems with all the correct information. Otherwise we lose the magic of useful data to improve performance.
- Strong experience in customer service, with an ability to show empathy to people whilst also being confident to challenge people when they are wrong.
- Effective communicators; you can write, type, and speak with confidence, with an ability to influence and negotiate effectively. You are not a robot, you have personality
- Experience in using systems to record information, and carryout tasks. Often referred to as CRM systems.
- Self-motivation and a desire to succeed. We don’t micromanage. We trust. But we know it takes motivated individuals to make that work.
- Confidence to deliver excellent customer outcomes throughout the claim’s lifecycle.
- Pro-active approach to handling claims and doing the right by our clients and their customers.
- Confidence and an ability to work without direction (in appropriate cases) to ensure the correct routing of claims.
- Assist with client relationship management including face to face meetings and video calls.
- Manage situations involving vulnerable customers using empathy and listening skills to support them.
- People who have a desire to learn more. There is a lot to learn in our industry and we want people who suck up the knowledge because they enjoy it.

**About QASSS**:
We are an award-winning, pioneering resolution services provider in the UK, providing such services to home improvement and renewable energy businesses, whilst also supporting banks, insurers, and housing associations.

Not to put too much pressure on new colleagues, but we are the best at what we do. So, we expect high performance from colleagues, but at the same time ensure we have high reward and recognition in place.

**Why you should apply**:
Along with the advertised salary, we provide the following for our colleagues:

- Company sick pay an