Home Claims Handler
- Recruiter
- Anonymous
- Location
- Burnley
- Salary
- Competitive
- Posted
- 04 Oct 2018
- Closes
- 25 Oct 2018
- Sectors
- Surveying & Property
- Contract Type
- Permanent
- Hours
- Full Time
Job Title: Home Claims Handler
Location: Burnley
Company Overview
Innovation Group manages critical incidents in the car and home on behalf of the world's leading insurers, brokers and fleet managers, together with warranty and service plan provision for many OEMs and automotive dealerships, globally. We bring together a world-class supplier network, outstanding people and sophisticated technology platforms to provide three principal advantages to our clients and their customers.
Our 3,300 employees across Europe, North America, Africa, Asia and Australia serve over 1200 clients, including 15 of the top 20 global general insurers and three of the top five fleet and lease management companies. We aim to continually go beyond expectations for our clients and their customers. Each year we process over four million insurance claims, saving leading insurers tens of millions of pounds; we create thousands of sales opportunities for dealerships and OEMs through our service plan and warranty business; and we apply the data we gather to lead positive change across all the sectors we service.
Job Purpose:
This position will be responsible for day to day claims management, liaising with many different stakeholders to ensure home claims are settled as efficiently as possible. You will be required to be proactive with a focus on common goals and work as part of a team.
Key Responsibilities:
* Ensure work is kept up to date and entered onto the mainframe claims management system, ensuring the client's philosophy, standards and service levels are adhered to
* Providing excellent communication with all contacts - internally and externally, using active listening to ensure accurate data is captured and entered into the database
* Monitor KPIs ensuring targets are met and articulate when we are not on track
* Answer inbound and outbound telephone enquiries, selling services where required
* Maintain accurate and timely completion of case notes
* Ensure that all client and customers' expectations are met and exceeded
* Comply with all regulatory requirements and company policies
Knowledge & Skills Required:
* Knowledge of Customer Service handling with the ability to manage a broad range of circumstances
* Knowledge and understanding of the insurance market
* Ability to meet agreed SLA's, KPI's and objectives
* Proactive in self-development and seeks feedback to improve performance
* Ability to challenge customers professionally when required
* Self-motivated, ability to understand the customers' needs and perspective, empathetically and professionally
* Highly motivated with the ability and willingness to learn
* Collaborative and Results Orientated
Experience Required:
* Previous experience in home claims
* Ability to work with colleagues in a team based environment to support the activities of the business
* Proven ability to listen to the views of others
* Experience in evaluating facts and recommend decisions
* Ability to understand business performance measures
* Articulate knowledge of excellent customer service handling
* Computer literate (ideally in Microsoft Office)
Specific Requirements:
Flexibility to work overtime when required.
Company Values and Behaviours
We believe in going beyond expectations for our clients and their customers at every turn. Our aim is to inspire positive change in the sectors we serve. To do this we are clear, visionary, can-do, together and transformational.
Clear - We are customer focused, and this gives us complete clarity on where we're going and why. Improving the customer experience and delivering in the moment of truth is everything. We have a clear sense of others' needs and have the depth of knowledge that enables us to respond.
Visionary - We constantly look at things differently, question the status quo, ask 'what if????' We're imaginative. Not only does our culture give permission to be thought provoking, innovative and creative, these things are highly valued and rewarded. We're ambitious for improvement.
Can-do - We're a positive, can-do organisation, which makes it a happy place to work in and a great organisation to deal with. We recognise that people work better when work is fun - we want them to enjoy every day. We all strive to create an ethos in which great ideas can get ahead.
Together - We work together to make things happen: we're collaborative. Fundamental in making togetherness real and credible is being trustworthy. That means being consistent in our level of service; reliable in doing what we say we'll do, when we say we'll do it; and open and honest in our dealings.
Transformational - The combination of all of these qualities gives us the power to take things further for our clients and their customers. We want to go beyond what people thought possible and be a formidable force for transforming the customer experience of risk and the impact of incidents on lives
Location: Burnley
Company Overview
Innovation Group manages critical incidents in the car and home on behalf of the world's leading insurers, brokers and fleet managers, together with warranty and service plan provision for many OEMs and automotive dealerships, globally. We bring together a world-class supplier network, outstanding people and sophisticated technology platforms to provide three principal advantages to our clients and their customers.
Our 3,300 employees across Europe, North America, Africa, Asia and Australia serve over 1200 clients, including 15 of the top 20 global general insurers and three of the top five fleet and lease management companies. We aim to continually go beyond expectations for our clients and their customers. Each year we process over four million insurance claims, saving leading insurers tens of millions of pounds; we create thousands of sales opportunities for dealerships and OEMs through our service plan and warranty business; and we apply the data we gather to lead positive change across all the sectors we service.
Job Purpose:
This position will be responsible for day to day claims management, liaising with many different stakeholders to ensure home claims are settled as efficiently as possible. You will be required to be proactive with a focus on common goals and work as part of a team.
Key Responsibilities:
* Ensure work is kept up to date and entered onto the mainframe claims management system, ensuring the client's philosophy, standards and service levels are adhered to
* Providing excellent communication with all contacts - internally and externally, using active listening to ensure accurate data is captured and entered into the database
* Monitor KPIs ensuring targets are met and articulate when we are not on track
* Answer inbound and outbound telephone enquiries, selling services where required
* Maintain accurate and timely completion of case notes
* Ensure that all client and customers' expectations are met and exceeded
* Comply with all regulatory requirements and company policies
Knowledge & Skills Required:
* Knowledge of Customer Service handling with the ability to manage a broad range of circumstances
* Knowledge and understanding of the insurance market
* Ability to meet agreed SLA's, KPI's and objectives
* Proactive in self-development and seeks feedback to improve performance
* Ability to challenge customers professionally when required
* Self-motivated, ability to understand the customers' needs and perspective, empathetically and professionally
* Highly motivated with the ability and willingness to learn
* Collaborative and Results Orientated
Experience Required:
* Previous experience in home claims
* Ability to work with colleagues in a team based environment to support the activities of the business
* Proven ability to listen to the views of others
* Experience in evaluating facts and recommend decisions
* Ability to understand business performance measures
* Articulate knowledge of excellent customer service handling
* Computer literate (ideally in Microsoft Office)
Specific Requirements:
Flexibility to work overtime when required.
Company Values and Behaviours
We believe in going beyond expectations for our clients and their customers at every turn. Our aim is to inspire positive change in the sectors we serve. To do this we are clear, visionary, can-do, together and transformational.
Clear - We are customer focused, and this gives us complete clarity on where we're going and why. Improving the customer experience and delivering in the moment of truth is everything. We have a clear sense of others' needs and have the depth of knowledge that enables us to respond.
Visionary - We constantly look at things differently, question the status quo, ask 'what if????' We're imaginative. Not only does our culture give permission to be thought provoking, innovative and creative, these things are highly valued and rewarded. We're ambitious for improvement.
Can-do - We're a positive, can-do organisation, which makes it a happy place to work in and a great organisation to deal with. We recognise that people work better when work is fun - we want them to enjoy every day. We all strive to create an ethos in which great ideas can get ahead.
Together - We work together to make things happen: we're collaborative. Fundamental in making togetherness real and credible is being trustworthy. That means being consistent in our level of service; reliable in doing what we say we'll do, when we say we'll do it; and open and honest in our dealings.
Transformational - The combination of all of these qualities gives us the power to take things further for our clients and their customers. We want to go beyond what people thought possible and be a formidable force for transforming the customer experience of risk and the impact of incidents on lives