Job Purpose

To provide proactive recruitment support across the whole of the Coplus business and to provide general administration support to the Legal & HR Team as required. To support and enhance the employee experience joining Coplus. Always working to audit ready standards.

Duties and Responsibilities

• To assist the HR Officer in managing, developing and maintaining a recruitment and retention strategy across the Coplus business.
• To work with all business areas to determine recruitment current and future needs.
• Work alongside the marketing team to use the website and social media as a source
• Review the methods of sourcing candidates, including the use of direct resourcing methods, organising and attending job fairs and exhibitions, building relationships with local schools and colleges and recruitment agencies, where required.
• To identify new innovative ways for attracting and finding the best candidates.
• To support managers and team leaders with reviewing CV and screening candidates.
• Act as a HR representative in interviews.
• Be the central contact for recruitment including arranging interviews with candidate and dealing with administration required to recruitment.
• Analyse and review recruitment and retention trends, reviewing the best sources to recruit candidates.
• Ensure good record keeping is kept
• To assist with the introduction and on-boarding of new employees into the business.
• Support new recruits throughout their training period and ensuring learning and competency records are kept up to date, working together with the Training team.
• To be able to provide administration support to the wider Legal and HR Team as required.
• Ensure compliance with HR policies, employment laws and data protection laws.
• Maintain professional competence at all times with the Training and Competence procedures of the firm.
• Follow at all times Coplus’ policy on Treating Customers Fairly.

Skills and Experience

Essential

• Experience of recruitment procedures and practices.
• Previous experience of working within a HR department.
• Experience in administration.
• Ability to prioritise your workload and multi-task in a busy, varied role.
• Strong administration and organisation skills
• Ability to build collaborative relationships.
• Ability to work independently and use initiative.
• Ability to influence others, sell concepts and gain buy in.
• Driven to deliver – Change champion.
• Strong attention to detail with the ability to prioritise.
• Confidentiality and integrity.

Desirable:

• Experience of working in the insurance industry.

Expected Behaviours

Demonstrate the business values at all times:

• Customer First
• Always improving
• Show professionalism
• Shared purpose
• Make a difference

Direct Reports

• None

Job Purpose

Receiving ‘first notification of loss’ windscreen/glass claims calls, ensuring they are processed accurately and efficiently, while providing excellent customer service and good business outcomes. 

Provide excellent customer service measured in terms of inbound and outbound telephony performance, talk time, case work productivity and audited quality measures. 

Ensure Claims are processed according to policy wording or contracted terms of business. 

Ensure Windscreen/Glass Claims are accurately recorded, processed and transferred swiftly and efficiently to the correct supplier, optimising service and availability for waiting and potential customers.

Duties and Responsibilities

• Liaise with all parties involved in the claim over the telephone and in writing; dealing with external parties including witnesses, hire companies etc.
• Handle incoming calls/post/email/faxes/call backs relating to glass and windscreen claims
• Collecting accurate information to progress the claim.
• Ensure all information taken is accurate
• Ensure that SLA’s and company procedures are adhered to at all times.
• Ensure cover is in place and advise customer accordingly
• Confirm excess, damage details and record accurately on company systems
• Transfer callers through to the correct supplier
• Escalate potential fraudulent claims through the appropriate channels.
• Escalate complaints through the appropriate channels.
• Operate and comply with the requirements of the firm’s own procedures, the Financial Services and FCA regulations, be GDPR compliant at all times.
• Contribute to and follow at all times, the firm’s policy on Treating Customers Fairly

Knowledge, Skills and Experience

Essential:

• Good basic English and Maths skills (at least 5 GCSEs grade C or equivalent)
• Proficient in MS Office
• Accuracy and attention to detail
• An organised approach and good time management skills
• Cooperative team player
• Ability to work collaboratively within a team environment
• Accepts empowerment and deploys this positively and appropriately
• Excellent verbal and written communication skills
• Able to deliver exceptional customer Service.
• A responsible attitude towards the handling of information, including the ability to collect, analyse and summarise information.
• Demonstrate the ability to identify information required in order to make appropriate and effective decisions under pressure.
• Strong organisation skills with the ability to work to a high standard towards deadlines & SLA’s.
• Excels at operating in a fast paced environment

Expected Behaviours

Demonstrate the business values at all times:

• Customer First
• Always improving
• Show professionalism
• Shared purpose
• Make a difference

Direct Reports

• None

Job Purpose

To answer incoming calls from external customers, gain an understanding of their enquiry and facilitate transfer to the correct internal or external contact.

Duties and Responsibilities

• Handle incoming calls efficiently and professionally
• Handle all incoming and outgoing calls in a compliant manner.
• Comply with Data Protection Act at all times when handling calls
• Accurately access claim information on internal and external systems, redirect call as required
• Chasing Settlements, subsequently updating systems with accurately and in a timely manner
• Administer and respond to broker queries
• Throughput of schedules and subsequent necessary actions
• Assisting with urgent matters and matters within the “to do” list
• Comply with Data Protection Act at all times when handling sensitive information and personal data.
• Accurately input and update client data and claim information on internal and external systems, action correspondence as required.
• This is a developing role where further duties may be undertaken as reasonably required and directed.

Skills and Experience

Essential:

• Good basic English and Maths skills (at least 5 GCSEs grade C or equivalent)
• Excellent verbal communication skills
• Proficient in MS Office
• Accuracy and attention to detail
• An organised approach and good time management skills
• Cooperative team player
• Ability to work collaboratively within a team environment
• Demonstrates empowerment and deploys this positively and appropriately
• Able to deliver good customer Service.
• A responsible attitude towards the handling of information, including the ability to collect, analyse and summarise information.
• Good customer service skills.
• Strong organisation skills with the ability to work to a high standard towards deadlines & SLA’s.
• Excels at operating in a fast paced environment.

Desirable:

• Previous call handling/administration experience within a busy team.

Expected Behaviours

Demonstrate the business values at all times:

• Customer First
• Always improving
• Show professionalism
• Shared purpose
• Make a difference

Direct Reports

• None

Job Purpose

Making outbound calls to clients to ensure their claim being progress accurately and efficiently, while providing excellent customer service.

Able to empathise with the customer, putting their needs first.

To acquire the customer and quickly, whilst detailing the benefits of utilising our services.

Provide excellent customer service measured in terms of outbound telephony performance, conversion performance, case work productivity and audited quality measures.

Ensure Claims are processed according to policy wording or contracted terms of business.

Support continuous improvement and process development.

Duties and Responsibilities

• Liaising with clients and suppliers over the telephone and in writing.
• Engaging with clients and taking a genuine interest.
• Follow communication scripts to ensure best practice.
• Meet personal/Team Leader set goals/targets
• Ensure all information taken is accurate
• Ensure that SLA’s and company procedures are adhered to at all times.
• Where appropriate, maximize credit hire/repair referrals and recommendations to solicitors.
• Escalating potential fraudulent claims through the appropriate channels.
• Escalating complaints through the appropriate channels.
• Operate and comply with the requirements of the firm’s own procedures, the Financial Services and FCA regulations.
• Contribute to and follow at all times, the firm’s policy on Treating Customers Fairly.

Skills and Experience

Essential:

• Good basic English and Maths skills (at least GCSE grade C or equivalent)
• Proficient in MS Office
• Accuracy and attention to detail
• An organised approach and good time management skills
• Cooperative team player
• Ability to work collaboratively within a team environment
• Demonstrates empowerment and deploys this positively and appropriately
• Good verbal and written communication skills
• Able to deliver good customer Service.
• A responsible attitude towards the handling of information, including the ability to collect, analyse and summarise information.
• Good customer service skills
• Demonstrate the ability to identify information required in order to make appropriate and effective decisions under pressure.
• Strong organisation skills with the ability to work to a high standard towards deadlines & SLA’s.
• Promote continuous development of the claims process
• Excels at operating in a fast paced environment.

Desirable:

• Ability to prioritise their own workload as well as that of others, to work on their own initiative and to identify improvements on an ongoing basis.
• Ability to persuade and influence others.
• Ability to problem solve and generating and build on new ideas.
• Excellent coaching and mentoring skills to develop others.
• Thorough understanding of FCA regulations.
• Experience of developing and implementing process change; reducing contact centre costs and improving performance.
• Ability to prioritise their own workload as well as that of others, to work on their own initiative and to identify improvements on an ongoing basis.
• Ability to problem solve and generating and build on new ideas.

Expected Behaviours

Demonstrate the business values at all times:

• Customer First
• Always improving
• Show professionalism
• Shared purpose
• Make a difference

Direct Reports

• None