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.

Person Specification

Knowledge, Skills and 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.
• Promote continuous development of the claims process
• Excels at operating in a fast paced environment.

Desirable:

• Ideally holding CII professional qualification or similar
• 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 persuade and influence others.
• 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

Job Purpose

To provide administrative and technical support to the Sales Team, deliver effective account management and to identify broker training needs; strengthening relationships with existing brokers to increase revenue into the business.

To increase revenue and broker loyalty through inbound and outbound calls to brokers, processing leads for the Sales team and ensuring broker needs are met.

Duties and Responsibilities

• Maintaining documentation/literature to brokers
• Dealing with incoming broker calls/emails offering advice and guidance on Broker Platforms, products or other sales related queries
• Ensuring CRM is kept fully up to date taking account of changes made by Brokers
• Printing and prepare sales documentation to send out to Brokers
• Ensure all Brokers have up to date literature for our products that they sell
• Arrange product training for Brokers as required and monitor the effectiveness of the training
• To follow at all times the firms policy on Treating Customers Fairly
• Have an understanding of departmental compliance with the requirements of the firm’s own procedures, the Financial Services and FCA regulations.
• Monitor sales activity and actively seek ways to expand growth of existing or new products and services
• Make calls to existing Brokers to obtain information required by the sales team
• Researching potential new prospects and following up via phone calls
• Liaising with internal and external partners to facilitate outstanding customer outcomes

Skills and Experience

• Ability to demonstrate excellent communication skills, both written and verbal
• Confident and professional approach in calls to brokers
• Strong customer focus
• Highly organised, able to prioritise work and a sharp attention to detail
• Excellent IT skills with significant experience of using Microsoft Office Suite (Word, Excel, Power Point, Outlook etc.)
• Ability to work effectively as part of a team and to operate independently with low supervision. Confident in ability to make a decision when required
• Initiative to deal with queries
• Driven to achieve set deadlines
• Experience of servicing meetings; preparing agendas, taking minutes, preparing documentation and circulating action points.
• Experience of diary management
• Ability to work under pressure

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

The successful candidate will be part of the systems development team, you will be responsible for building websites / web applications to help fulfil the company’s needs. This is a great opportunity for someone that is passionate about development and wants to learn in an exciting environment.

Duties and Responsibilities

• Write well designed, testable, efficient code by using best software development practices.
• Create website layout/user interface by using standard HTML/CSS practices.
• Integrate data from various back-end services and databases.
• Gather and refine specifications and requirements based on technical needs.
• Create and maintain software documentation.
• Stay plugged into emerging technologies/industry trends and apply them into operations and activities.
• Have regular exposure to business stakeholders and executive management, as well as the authority and scope to apply your expertise to many interesting technical problems.
• Keeping regular communication with colleagues.
• Be able to think and design in an Object-Oriented manner.

Skills and Experience

Technological Experience Desirable (don’t worry if you haven’t got all of them!):

• PHP (Including frameworks like Laravel / Lumen)
• Database (Mysql / MariaDb)
• HTML5
• CSS (Including frameworks like Bootstrap / Bulma)
• Javascript (Including frameworks like React / VueJs)
• Web Services (REST / GraphQL)
• NodeJs
• Linux
• Nginx
• Docker
• Amazon Web Services
• Jenkins

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

Job Purpose

• Receiving ‘first notification of loss’ claims calls, and ensuring they are processed accurately and efficiently, while providing excellent customer service and good business outcomes.
• Able to empathise with the customer, putting their needs first.
• To acquire the customer and quickly select the right track to achieve good customer and business outcomes.
• Generate outbound calls and manage claim correspondence to ensure all data is complete.
• Provide excellent customer service measured in terms of inbound and 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

• 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.
• Prepare outgoing correspondence to all parties involved in the claim.
• Collecting accurate information and documents to progress the claim.
• Ensure all correspondence is filed securely in designated areas i.e. photos from accidents / repair estimates etc.
• 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

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