Claim Handler / Office Administrator

The purpose of this role is to support the pro-active and accurate processing of domestic household and commercial property claims (Fire & Flood). The Claims Handler is responsible for managing the claim throughout its lifecycle ensuring that all parties are kept informed of progress.

Responsibilities:

• Take reports of new claims from insurance companies, loss adjusters, restoration professionals etc and allocates the claim to a restoration technician.
• Close liaison with insurers, loss adjusters, restoration professionals and clients throughout the claim lifecycle.
• Answer and manage all calls in an efficient, professional and patient manner.
• Identify and respond to customer needs, proactively communicating to reduce the number of emails and support calls.
• Provide support for our restoration technicians, communicating challenges and helping to problem solve any issues.
• Update the online claims management system (OCMS) and/or Symbility or any other online system.
• Manage claims from cradle to grave, ensuring they are closed in a timely manner and that subsequent invoicing is clear and consistent.
• Identify and handle complaints and escalate to the team leaders necessary.
• Liaise closely with the finance team to understand and improve invoicing outcomes.
• Ensure processing deadlines are met as required
• Develop technical knowledge to support technicians and insurance companies. Be ready to attend short courses.
• Other duties as delegated from time to time by your line manager or any other person designated in their absence.
• contact tradespeople from a network of approved professionals and arrange for them to make repairs on the policyholder’s property
• handle any complaints associated with a claim
• Manage all administration aspects of the claim, ensuring that case notes, logs and diaries for each customer are completed on time and accurately
• Adhere to legal requirements, industry regulations and customer quality standards set by the company.

Requirements

• Knowledge or experience of claims is ideal however we can consider candidates who have experience of working in a customer facing/office environment or fast learners and highly motivated individuals.
• Highly organised, good level of attention to detail and can prioritise a busy workload.
• Ability to manage complex situations.
• Ability to utilise qualities such as empathy, tact, assertiveness and diplomacy when talking to our customer understanding that our customer could be distraught and concerned following an incident.
• Excellent problem-solving abilities
• Active listening skills.
• Aptitude to make real time decisions based on changing information.
• Ability to manage own workload and work under pressure to meet deadlines.
• Strong relationship building skills
• Excellent communication skills both written and verbal
• Team player – willing to share knowledge with others
• IT Literate – Office word, excel & outlook is a must have skills.
• Passionate about service delivery excellence.

Job Types: Full-time

Salary: £24,000.00-£30,000.00 per year

Permanent, Graduates, Apprentice

Benefits: Company pension

Schedule: Mon day to Friday 08:00 to 17:00.

Supplemental pay types:

• Bonus scheme

Reference ID: Office Admin / Claim handler