Claims Handler

**Position: Claims Handler**

**Department: Engineering Team**

The Boiler Company & Smart Plan are a rapidly growing industry disruptor within the Home Emergency market. We have over 10,000 customers and are expecting to grow to over 20,000 within the next 12 months. Our customers are able to customise their own policies to enable them to have cover for their boiler & central heating system, plumbing, drainage, electrical system, security, pest and also appliances within their property. Whenever a customer has a requirement we mobilise engineers to attend the property to resolve the breakdown. The role of Claims Handler will be the focal point of this customer communication and be responsible for the timely arrangement of engineer appointments.

**Purpose of role**:
To process and manage The Boiler Company’s customers requests for services from point of customer contact to success completion of required services. The Senior Claims handler will engage in sub-contracted engineering relations for both onboarding of new companies to Smart Plan. Manage the engineer network, cost management and job allocation. Customer management is required for both explanations of terms and conditions, explanation of diagnosis and repair requirements and ensure company interests are maximised.

**Responsibilities**:

- Offer excellent customer service on the phone
- Ensure engineers are attending customer breakdowns and or services as expediently as possible
- Make sure that the company recoups costs generated when the terms and conditions allow for it from customers to mitigate company exposure
- Actively upsell companies services at every opportunity
- Manage engineer network
- Compliance with regulatory certifications
- Onboarding of new engineers and partake in recruitment
- Agreement of best costs possible from network
- Ensure accuracy of invoices from engineers Vs. agreed sums
- Identify where further recruitment is required and proactively put forward needs to management
- Exclusion of engineers/ companies who miss appointments
- Actively partake in upskilling remainder of the company with engineering department process
- Manage the breakdown and service journey
- Bookings with customers
- Job agreement with engineers
- Cost management
- Distribution of job reports
- Engineer attendance and communication with customers in regards to attendance issues
- Collection of job reports and or GSR
- Manage and optimise non attend % and collection %
- Ensure quotations are offered expediently for uncovered works
- Provide upselling offerings to customers where possible and secure incremental revenue
- Evaluate and book reattends for repairs where terms and conditions are met
- First point of escalation for complaints taken by claims handlers with view to resolve before passing to manager
- Training and mentoring of claims handlers, junior claims handlers and other staff members
- Pro-actively seek to improve operational delivery and process
- Assist Customer Service Team with retention, onboarding, communication, payment processing and debt collection

**Profile**
- We have a young and devoted team who work exceptionally hard, we would like to see applicants of the same mould
- Ambitious - as a growing company we have a wealth of opportunities for progression across a number of departments. If career development is what you are after, this is the right place for you
- Pro-active - we like our staff to be able to grab the bull by the horns. Whilst we will provide excellent staff onboarding and training, we would like for you to have the confidence to stand up make a decisions and be counted
- Out the box thinkers - we are under no illusions that our business can always improve and we would like someone who is able to think about what we can do differently to optimise our performance and customer service

**Experience**
- Any experience of working within the boiler & central heating and or any other market that matches our product offering will be looked upon favourably
- Excellent communication skills and telephone manner
- Prior experience of working within a fast pace reactionary environmen

**Job Types**: Full-time, Permanent

**Salary**: £22,000.00-£23,795.00 per year

**Benefits**:

- Company events
- Company pension
- Referral programme
- Work from home

Schedule:

- Monday to Friday
- Weekend availability

Supplemental pay types:

- Bonus scheme
- Performance bonus
- Quarterly bonus

Ability to commute/relocate:

- Croydon, CR0 2NE: reliably commute or plan to relocate before starting work (required)

Work Location: In person