Senior Claims Handler

3 weeks ago

Taunton, United Kingdom Claims Consortium Group Full time

This role primarily exists to manage a day-to-day workload of insurance claims from start to finish. Within this elevated position the Senior Claims Handler will be expected to work with a high level of autonomy. With the ability to deal with their full case load independently from both a technical and customer services perspective, and effectively manage claims that are being retained by the surveyor network. Managing a large caseload across multiple clients, with a combination of automated and manual claims, you will be required to efficiently resolve all cases promptly by outsourcing the claim in full to a BCS surveyor and supervising their activity on the claim as appropriate.

Where : Hybrid, with either our Newcastle under Lyme (ST5) or Culmhead (TA3) offices.
When:  Monday - Friday 8am to 8pm, core hours are 9:00am to 5:30pm. Some Saturdays on a rota basis and occasionally a bank holiday..
Salary : £22,500pa - £25,000pa DOE 


What you will be doing

Be responsible for a caseload of claims that are being run by a network surveyor and ensure said surveyors are actively progressing their active and locked in WIP’s Provide coaching to network surveyors, and act as their key point of contact to advise them on policy queries and complaints handling as required. Use a variety of communication approaches to build rapport and a positive relationship to help manage the customer predicament and deliver the right outcome. Proactively identify opportunities to develop internal systems and processes and, where appropriate, reduce costs whilst ensuring we deliver a quality, customer focused service to our policy holders, this will include working with your leader to identify cases that need dedicated claims handling as opposed to automation and those that can be retained by the surveyor from the rare cases that may need your dedicated handling. Proactively supervise your case load through the validation process, reducing failure demand and complaints by your ability to pursue suppliers and ensure they are keeping customers updated ahead of any issues arising Settle any claims that have not been automated and have needed to be handed back to the call centre by a surveyor by using your knowledge of scoping, dispute management and effective negotiation skills with the customer Assist surveyors with the Review and approval of contractor secondary files or estimates from third party suppliers during the validation processes, creating and managing a trace and access file on PCUK to enable the validation of a BCS claim.

What we need from you

Previous customer service experience and experience with preventing and resolving complaints Previous Insurance industry experience (Household) Cert CII desirable but not essential

We hold one induction a month  which take place on the first full week of the month. You will join other new starters from across the business for the 3-day, residential* induction, during which you will meet with Senior Leaders & Directors from all areas to gain a comprehensive overview of each product line, and how the different teams operate across the group. There will also be a lunch or meal booked with People & Culture, so you are able to have more social interaction with each other and some of the team.
*Residential is dependent upon the candidate’s location.

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