Claims Handler

**Role Overview**

To set up the new claims. To book initial survey and repair appointments for the engineers. To continually achieve customer and client satisfaction through excellent claim administration and ownership.

**Key Responsibilities**
- Managing the central inbox on a rota basis.
- Setting up the new claim on bespoke claims system.
- Contacting the policy holder to obtain information via the triage questions.
- Arrange visit with policy holder and enter into engineer’s diary within corporate SLA’s.
- Claim ownership, ensuring that the claim is managed through to completion.
- Producing letters to parties involved in the claim.
- Arranging travel, accommodation where necessary for engineering visits etc.
- Dealing with inbound calls.
- Occasional stationary orders.
- Ensure work is kept up to date and entered onto drainage claims management system.
- Ensure IG philosophy, standards, service levels and complaints procedure are adhered with.

**Skills Required**:

- Excellent interpersonal skills
- Computer literate (ideally in Microsoft Office)
- Ability and willingness to learn
- Can work with colleagues within a team(s) to support the activities of the business
- Able to start and complete activities when expected
- Can evaluate facts and recommend decisions
- Attention to detail
- Good communication skills
- Organisational skills

**Knowledge Preferred but not essential**:

- Knowledge of customer service and claims handling
- Data Protection legislation
- Knowledge and understanding of insurance
- Knowledge and understanding of drainage services
- Diary management
- Geographical knowledge