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Claims Handler

  • Location:

    Cannock, Staffordshire

  • Sector:

    Customer Service

  • Job type:

    Permanent

  • Salary:

    Up to £20000 per annum

  • Contact:

    Brook Street Birmingham Office

  • Contact email:

    [email protected]

  • Job ref:

    BMH/25676_1638260902

  • Published:

    about 2 months ago

  • Expiry date:

    11/01/2022

  • Startdate:

    ASAP

Job Description

THE ROLE
I am currently recruiting for a Jewellery Claims Handler based in Cannock for a household insurance claims specialist. The company replaces everything from flooring, carpets and furniture to jewellery. From electrical items through to sports and leisure equipment; from tools to gardening gear and lawnmowers. But this particular role focuses on jewellery.

  • Handling insurance claims for clients
  • Meeting Service Levels Agreements
  • Ensuring a positive experience for each customer
  • Managing a minimum average of 10 claims a day
  • Answering the phone within 6 rings and dealing with these customer calls in a positive and friendly manner whilst remaining professional
  • Handling a volume of incoming calls in comparison with your peers, average 25-45 calls a day
  • Liaising with the Insurance Company where there is insufficient information to proceed
  • Liaising with the policy holders and Insurance Companies to accurately validate claims circumstances and identifying and reporting any potential fraud indicators to the appropriate referral point, which could be internal or external
  • Accurately validating replacement goods on a like for like specification using the validation tool in-conjunction with commodity expertise, ensuring we are selecting the most cost-effective solution for customers and client's expectations
  • Accurately arranging a convenient collection via our appointed courier service/Royal Mail guaranteed post
  • Hands-on triaging of jewellery items in for repair and providing an accurate repair cost for works
  • Arranging repair or replacement items in accordance with requirements of the claim, using our network of repair agents, CAD design and jewellery suppliers
  • Arranging visits to policyholders at their home addresses to validate high number of claim items
  • Picking up and/or delivering items to the policyholders at their home addresses in accordance with the needs of the business i.e. high value items
  • Providing the highest level of customer service always, ensuring compliance with TCF
  • Providing a positive experience to policyholders and Insurance Company's always
  • Ensuring that quality and content of written communication meets Company Policy and procedures including email, system notes and internal/external letters
  • Following the FCA Complaint process always
  • Taking responsibility to attempt to resolve issues within your capability and escalating any complaint that falls outside of this to the relevant team manager. High level complaints must be immediately escalated to Head of Operations/Operations Director
  • Achieving monthly targets
  • Ensuring that the QMS confirms to ISO9001: 2015

PERSON SPECIFICATION

  • Experience in jewellery retail/jewellery background
  • JET 1 / 2 qualification or similar desirable
  • Customer Service or Claims Handling experience
  • Telephone skills/call centre experience
  • Target driven
  • Ability to multitask
  • Team player

SALARY AND WORKING HOURS

Permanent Role

Salary: circa £20,000

Start Date: ASAP

Monday - Friday

37.5 hours per week

3 Saturdays a year approx. 9am to 1pm

Shifts 7.5 hours per day and will range from:

8am to 4.30pm

8.30am to 5pm

9am to 5.30pm

9.30am to 6pm

Monthly bonuses on top of salary

DOES THIS SOUND LIKE YOU?
Please send your cv and call Maisie on 0121 643 6954

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