Customer Claims Handler

**What We Are Looking For**

We’re looking for Claims Handlers for our motor insurance division. You’ll have great relationship-building skills and share our passion for outstanding customer service, and you’ll also be an empathetic listener who can adapt your style to get the best outcome for your customers. Previous experience is great, but what’s more important is attitude, work ethic and great written and verbal communications skills. We’re looking for brilliant team players who can deal with challenging situations, so if you’re proactive, constructive and organised, we’d love to hear from you

**About you**:
You’ll spend your time in one of our busy offices on the phone to our customers talking about their motor insurance claims. You’ll take ownership of a variety of claims from start to finish, putting your problem-solving skills to good use to resolve each one as quickly as possible. Whether it’s a motoring incident or a traffic accident, you’ll use your initiative to find solutions that work for our customers and our business, playing a vital role in helping people get back to a normal way of life.

Working 37.5 hours per week, you’ll carry out your initial training from home. Following this - we’d like you to join us in the office for a minimum of 2 days a week. Hours include 8am - 8pm Monday to Friday or 9am - 5pm on weekends and bank holidays. Currently, our Claims Handlers work only one Saturday or Sunday in every three and we will supply you with 24 holidays per annum. To find out more about LV=GI’s brilliant benefits and rewards, please click here.

**The salary provided for 37.5 Hours is from £21,800**

**Positions available in**:

- **Huddersfield**:

- **Brentwood**:

- **Bournemouth**:

- **Bristol**:

- **Ipswich**

**Details**:
**Operational Knowledge**
- Demonstrate a sound understanding of core product cover and benefits.
- Recognise individual customer needs and correctly inform on non-standard/secondary cover and benefits.
- Understand the end to end claims journey and be confident in allocating claims to the relevant internal departments or external supply chain accurately and efficiently.
- Be able to recognise problems and respond appropriately and quickly if something goes wrong, in line with agreed claims handling processes and guidelines.
- Be commercially focused by controlling expenditure (e.g. reserving, payments) and maximising our preferred supply chain opportunities.
- Identify and refer possible risk, fraud and indemnity concerns.
- Demonstarte a strong understanding of our regulatory requirements (TCF/Complaints etc.).
- Ability to communicate with external third parties in the course of handling a claim for expert advice/guidance and/or investigations
- Ability to identify and escalate possible risks and issues to their line manager

**Interpersonal Skills/Business Experience**
- To confidently manage expectations and signpost the next steps accurately.
- To be confident in resolving low level customer complaints, in line with the set complaints process, and escalating where appropriate.
- Be able to negotiate and influence positively in accordance with policy terms and within set limits.

**Why work for us?**:
At LV= GI, we’re on a journey to become Britain’s best loved insurer. To get there, we need more passionate, positive, ‘people’ people to join us. People who’ll proudly put our customers at the heart of everything they do and delight in delivering above and beyond their expectations. Here, there’s no knowing where your career will take you. But one thing’s for sure, you’ll be supported and empowered every step of the way as you shape your future - and play a vital role in ours.

This role is a Band A in the LV= Structure. To find out more about our bands, click to view our FAQ page here. We want you to love what you do that’s why we’ve put together a benefits package that recognises and rewards a job well done.

We’ll give you:

- 24 days' holiday - which increases after two years’ service
- An annual bonus scheme based on company and personal performance
- A flexible benefits package (e.g. discounted retail vouchers, great value dental insurance)
- A competitive pension for which LV= will pay twice the amount you pay, up to 14% (please click here to read more about it)
- A generous 25% discount off our general insurance products including home, pet and travel as well as up to 50% discount on your car insurance

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