Claims Handler

Claims Handler, Hull, £17500

The company

A leading service provider in the heart of Hull are seeking Claims Handlers to join their ever expanding team to provide professional administrative support within the Claims Team and to company Management / Directors. As a Claims Handler, you will deliver the highest possible standards of customer service, able to follow individual brand requirements and directives, ensuring that service level agreements and performance targets both on an individual and team basis are maintained. The Claim Handler is responsible for deployment, management and progression of motor claims relating to vehicle accidental damage from initial contact, to repair handover and aftercare as required and keeping in close contact with the Bodyshop/Insurer and Customer throughout the repair process to ensure all SLA's are maintained and adhered to.

Key Responsibilities

  • Ensure that you are kept fully up to date with SLA's
  • Ensure that you are aware and understand the KPI's the repairers are to adhere as a business Member
  • Ensure accurate processing and deployment / reallocation of claim notifications to repairers via rules driven in house management system within SLA
  • To ensure hire sheets are recorded and updated correctly to ensure costs to the business and clients are kept to a minimum by constant management of hire periods
  • Provide investigative feedback on any queries to the company and their clients where necessary
  • To progress customer claims within the company's management system ensuring they are actioned within internally agreed SLA's
  • Ensure daily tasks are managed within agreed SLAs
  • Management of day to day bodyshop performance of KPIs, breaches, and cancellations
  • To be responsible for building relationships within the repair network to ensure the smooth transition of customer repairs from start to finish
  • Act as a first level point of contact for repair network members, clients, customers and team members and provide progress updates as required
  • To receive incoming calls and emails and act promptly, dealing with all enquiries or actions in a professional manner
  • Monitor personal and general inboxes and action emails within a timely manner
  • To record all client issues and feed back to your Line Manager, Network Performance Analyst and the Management Team where necessary
  • Assist with any reporting requested for analysis and management of the department/region/client
  • Liaise with designated Network Performance Analyst and any other departments to seek assistance and resolution where required
  • Work towards achieving targets set on a daily/monthly/annual basis provided by your Team Leader/ Line Manager
  • Assist with other handlers caseload as and when requested to ensure full service provision
  • Ensure that claims data is maintained and kept fully updated with information from all sources in a timely manner
  • To ensure you provide accurate and detailed recording of all information utilising our management systems so as to provide comprehensive audit trails
  • Promote data security in and outside of the business at all times, strict adherence to DPA and information security standards
  • Adhere to stated Company Policies and Procedures and carry out all duties in a way which is consistent with our clients' values
  • The completion of duties as required from time to time by the Management Team
  • Manage complaints in line with policy ensuring full and in-depth information is captured and logged to enable full reporting on Expressions of Dissatisfaction
  • Ensure that you process and resolve expressions of dissatisfaction within FCA Guidelines and internal/external SLA's
  • To promote our business and that of our clients by providing exceptional and friendly service at all times

Key Skills

  • First class communication skills
  • Accurate data input skills
  • Ability to build and maintain relationships
  • Ability to work to agreed deadlines, targets and objectives
  • Able to work as part of a team as well as autonomously to a high level of accuracy
  • Good planning and organisational skills
  • Good problem-solving skills
  • Good decision maker
  • Commitment to providing a first-class service to customers and repairers
  • Customer focused
  • Good knowledge of Microsoft Office

What you'll get in return Free parking

Excellent salary
Fun friendly work environment
Great career progression


Job type:
Working Pattern
Call Centre Agent
Apply Now

Talk to a consultant

Talk to Naomi Coates, the specialist consultant managing this position, located in Hull

2nd Floor, 25 South Street

Telephone: 01482 222 623

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