Purpose 

• Receiving ‘first notification of loss’ 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 claims are accurately recorded, processed and transferred swiftly and efficiently to the correct supplier, optimising service and availability for waiting and potential customers;

Duties & 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;
• Maintain professional competence by ensuring the department complies at all times with the Training and Competence procedures of the firm.

Knowledge, Skills & Experience

Essential:

• Good basic English and Maths skills (at least 5 GCSEs at 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

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 & 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.
• Maintain professional competence by ensuring the department complies at all times with the Training and Competence procedures of the firm.

Knowledge, Skills & Experience

Essential:

• Good basic English and Maths skills (at least 5 GCSEs at 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;
• Displays 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.
• Promote the continuous development of the claims process.

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