Claims & Complaints Handler

_Claims & Complaints Advisor _
Summary Job Description

To help provide a leading professional claims service to all National Breakdowns customers and clients. To effectively manage claims, complaints and customer queries in line with company and industry standards and regulatory requirements.

Key Duties & Responsibilities
- Record and correctly validate all incidents received within the parameters of the prescribed limits of the relevant scheme / product
- Pro-actively manage all incidents through to settlement - checking ongoing incidents continuously
- Manage claims and sales complaints in line with the company and regulatory complaints procedures from receipt through to closure
- Provide detailed notes on all actions taken on each claim and complaint
- Liaise with a customer to keep them informed on the progress of the claim and/or complaint
- Provide appropriate and accurate reserving on all claims at all times
- Liaise effectively and develop a positive value based relationship with all suppliers to provide the best solutions / outcome for the customer
- Always provide professional communication with internal and external customers
- Adhere to company service level agreements at all times
- Strive to create an ethos of customer centricity and to treat customers fairly
- Work as part of a team, seeking out opportunities to drive the company forward
- Assisting your colleagues in their role where possible as instructed by your team manager
- Identify improvements in claims processes and policy wordings throughout the management of claims and complaints. Providing effective and appropriate feedback to key internal stakeholders
- Complete technical and regulatory training as directed to by your team manager
- Adhere to all industry based compliance and regulatory requirements
- Achieve own and assist with the teams objectives and KPI’s as advised by your team manager
- Complete daily, weekly or ad hoc tasks as allocated
- Work shift rotation in accordance with monthly shift pattern and show a willingness to cover colleagues when requested to by your team manager

Experience Skills & Knowledge
- Prior knowledge and experience of managing customer complaints in a regulatory environment
- Excellent verbal and numerical skills
- Have good computer literacy and keyboard skills
- Objective approach to problem solving
- Clear, professional and accurate communication skills
- Demonstrate empathy and understanding to a customers responses to all decision made throughout a claim
- Ability to be able to work under pressure
- Logical and organised
- Excellent decision making skills
- Commitment to self development
- Demonstrate own business acumen and areas you have developed yourself. Seeking out opportunities to further develop your experience and knowledge
- Ability to work part of a team, willingness to take on new roles and responsibilities
- Demonstrate confidence, enthusiasm, flexibility, resourcefulness and initiative
- Fluent in European languages, such as French, German, Italian or Spanish would be beneficial

Full time
- 5 days a week averaging 40 hours per week, to include some weekend shifts.

Part time
- 24+ hours per week. (salary adjusted on a pro-rata basis)

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

**Salary**: £20,800.00-£25,480.00 per year

**Benefits**:

- Free parking
- On-site parking

Schedule:

- Day shift
- Holidays
- Monday to Friday
- Weekend availability

COVID-19 considerations:
We are committed to protecting your health and our office is COVID safe and secure.

Application question(s):

- Do you have at least 5 GCSE's grade A-C or equivalent?

**Experience**:

- Complaints Handling: 1 year (preferred)