Working in a team you will be responsible for your own claims caseload ensuring the highest standards of customer service are consistently delivered within agreed service level agreements for key client contracts.

Responsibilities:

• Dealing with all interested parties of a claim from initial notification to completion of the claims within the claims centre
• Assist the dispatch function according to their requirements during periods of peak workload in order to maximise technician utilisation
• Attend occasional client visits (internal/external)
• Provide support to the Policy Holder/Customers throughout the claim, giving prompt and accurate advice
• Update own claims portfolio daily/weekly/monthly
• Immediately report any complaint/problems to the claims Team Manager, in accordance with the formal complaints procedure
• Recommend ideas for development of the IT systems to the Claims Centre Manager to assist in improving effectiveness of the department
• Achieve 90% call monitoring results
• Achieve 90% effective touches report
• Achieve high level results in inbound calls stats
• Work towards your own personal targets and continued career development
• Work towards passport to competence
• Prioritising and organising your workload to ensure deadlines are adhered to
• Dealing with telephone queries and working within agreed service level to respond to customer needs
• Proactively reviewing claims to ensure continued progression
• Investigate & understand customer job-related queries and forwarding to the correct department for resolution
• Taking ownership of your own caseload , managing the claim from beginning to end, using diary system to review progression
• Manage the collection and processing of excess payments
• Receive notification of new claim by telephone/fax/email. Set up new claims on simply system, enter claim in diary
• Produce and maintain diaries, chasing for outstanding information from insurers and clients
• Where required, locate and pass claim files to other members of staff
• Investigate & understand customer job-related queries and forwarding to the correct technician or team manager for resolution

Knowledge:

• Computer skills (word, excel, outlook, simply)
• All the products and services offered by the Company
• Aims of the Company
• All Claims Centre service level agreements
• FCA Regulations (Including ‘Treating Customers Fairly’)
• GDPR

Education/ Experience:

•    Good general education
•    GCSE English / Mathematics
•    Computer/Administration 

To apply, please write or email with a CV and covering letter detailing your skills and experience to jamie.mcalindon@polygongroup.com 

We look forward to hearing from you.