job specification

You'll be the primary contact and service provider for clients and their customers, ensuring quality operational services are delivered to all business partners and associates. Customer Service To answer customer service queries and record insurance information from customers, insurance brokers and insurance companies To manage incoming call volumes/enquiries within agreed time scales as set out within the ‘Best Practice’ document To ensure that all information provided is verified and recorded accurately within the internal system To maintain an effective working relationship with Lessors, Customers’ Insurance Brokers/Companies and Suppliers, providing the highest standards in customer service at all times To deal with all correspondence within agreed time scales, ensuring that our client’s insurance criteria is met To support our clients/customers by adopting a professional manner at all times when undertaking any form of communication whilst representing the company or its business partners To ensure that the diary system is fully up to date at all times with the case information so that any member of the team can review a case at any time To be able to prioritise workloads on a daily basis to ensure company/Lessor/Supplier service level agreements are met, if not exceeded To be able to deal with any complaint/expression of dissatisfaction made within agreed steps as set out within the complaints handling policy To liaise with the senior management team regarding any issues which may arise To support fellow team members to ensure that business as usual is maintained To act as mentor/buddy to less experienced staff to ensure that they reach the required standard To adhere to the ‘Best Practice’ document at all times To carry out any additional duties which the company may require from time to time Claims Obtain an appropriate statement according to the value and type of loss from the parties reporting the claim Investigate and gather all necessary documentation/evidence required to verify the loss Determine types of loss Evaluate coverage in place Estimate amount of loss or damage and set reserve; revise as needed throughout the investigation Enter information into the claims system after obtaining pertinent facts regarding the loss Notify insurer of claims outside the delegated limit of authority Proactively chase outstanding information/documents in accordance with agreed standards Notify customers of any delays with their claims Notify insurers immediately of any claim with questionable coverage for their evaluation Investigate potential subrogation, contribution, recovery and salvage Arrange for damaged equipment to be inspected and cause of loss ascertained Arrange for repair or replacement of the equipment with an approved supplier Review all documents and facts to determine the type of settlement Instruct an outside adjuster if the claim is over the limit of authority Comply with recommendations made by insurers and/or internal auditors Ensure that complaints are handled in accordance with FCA and insurers’ guidelines Prepare and issue payments

Requirements C2 GERMAN LEVELAbility to work as part of a team and on an individual basisCustomer Service orientatedGood Communication SkillsGood Interpersonal SkillsFlexibleSelf-motivatedConscientiousAttention to detailOrganisedConflict resolution skillsProblem solving skillsPrevious claims experience (advantageous)Experience of complaint handlingEducated to an acceptable level country specific

Benefits

• Full-time role (37,5 hours a week)
• Pension Scheme with 5% employer/employee contributions
• 8% holiday allowance
• Quarterly performance bonus (not fixed)
• NS Flex Card - 100% travel reimbursement
• 25 days annual leave
• Hybrid Working Policy – 3 days in the office (after training)
• 2 events a year in UK
• Training and Development opportunities 

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