Claims Processor

Salary up to £20k - £22k plus £7k bonus.

**Job Title**

Flooring Claims Handler

**Roles & Responsibilities**

1. To handle insurance claims for our clients and to meet strict Service Levels Agreements as per contractual obligations ensuring a positive experience for each customer.

2. To manage a minimum amount of claims a day or as set by your line Manager.

3. Answer phone within 6 rings and deal with these customer calls in a positive and friendly manner remaining professional at all times.

4. To handle sufficient volume of incoming calls in comparison with your peers. Average 25-45 calls a day.

5. To read and understand the contents of the Insurers instruction fully, paying particular attention to excess, VAT, single article limits, policy limits and specific instructions. Liaising with the Insurance Company where there is insufficient information to proceed.

6. To liaise with the policy holders and Insurance Company’s’ to accurately validate claims circumstances and identify and report any potential fraud indicators to the appropriate referral point, which could be internal or external.

7. To accurately validate replacement goods on a like for like specification using digital validation and network of direct procurement in-conjunction with commodity expertise ensuring we are selecting the most cost effective solution for customers and clients expectations.

8. To accurately arrange obtaining digital images and room dimensions etc. in line with company SLA’s.

9. To arrange inspections within SLA via our authorised panel of Inspection agents.

10. To arrange delivery of replacements goods and installations within contractual time frames.

11. To provide highest level of customer service at all times ensuring compliance with TCF.

12. Provide a positive experience to policyholders and Insurance Company’s at all times.

14. Follow the FCA Complaint process at all times, taking responsibility to attempt to resolve issues within your capability, and to escalate any complaint that falls outside of this to the relevant team manager. High level complaints must be immediately escalated to Head of Operations/Operations Director.

15. To achieve monthly targets as set by the Company.

16. Ensure that the QMS confirms to ISO9001: 2015

17. Ensure processes are delivering intended outcomes

18. Report to Top Management on the performance of the QMS; on opportunities for improvement; on change requirements; on innovations

19. Ensure the promotion of customer focus

20. Ensure the integrity of the QMS is maintained

**Qualifications/Knowledge/Skills/Experience**

Experience in retail

Customer Service experience

Telephone skills/call centre experience

Target driven

Ability to multi task

Team player

**Salary**: £20,000.00-£29,000.00 per year

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme
- Commission pay

Ability to commute/relocate:

- Preston: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Do you have the full right to work in the UK?

Work authorisation:

- United Kingdom (required)

Work Location: One location