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Claims Coordinators

Job Location

Culmhead, Taunton (vehicle required due to working location)


Full time; Permanent


Salary dependent on experience and customer service skills

This is a highly important customer service role in an exciting new division of the company requiring a solid and mature approach. This role is responsible for taking new instructions, completing a triage process, including first contact with our customers and, working closely with the subsidence experts, planning the claim and allocating resource. You will be able to apply a high level of technical expertise to different situations, managing various parties involved throughout the claim lifecycle. Insurance claim knowledge is desirable but we will provide extensive training to develop you as required.

Key Accountabilities:

  • To take ownership for and manage the progress of subsidence claims.
  • To implement the project management plan for all valid claims, working closely with the Subsidence Technical Expert.
  • To ensure sufficiently detailed and accurate reports are submitted at all times
  • To take ownership of the management of the progress of the claim through the process
  • Be a key part in the building of excellent client and supplier relationships
  • To take part in regular reviews with the team to suggest improvements.
  • To work with the Team leader to ensure that you comply with the process and best practice requirements.
  • To manage any complaints in accordance with the agreed escalation process.
  • To manage the completion of all tasks within service level agreement timescales as specifically set by the client or the company.
  • To proactively monitor own workload and prioritise action where required.
  • To own the resolution of issues within own area of influence and encourage others to do the same.
  • To be an active part of the Team
  • To understand and ‘live’ the Claims Consortium Group’s Core Values.

Decision Making:

There is a focus on leading the customers through the potentially long claim process which is highly technical and also includes, interpreting subsidence reports and validations with the Subsidence Technical Expert prior to issuing to clients. It is essential that this role takes full ownership of a portfolio subsidence claims with the subsidence experts and within the Subsidence Team.

Qualifications and Experience:

  1. Extensive experience in a customer facing role in a professional environment
  2. Some knowledge and experience of the principals involved in the construction, repair & maintenance of domestic buildings is an advantage, as is subsidence experience.
  3. Demonstrates excellent verbal and written communication skills.
  4. A formal qualification in customer service, business administration or construction is a distinct advantage
  5. Have a mature approach to the customers emotional journey
  6. An ability to emotionally engage with customers to resolve issues, including great negotiation and problem solving skills

Core Competencies:

  • An ability to build relationships with customers, setting accurate expectations
  • Ability to proactively plan and manage workload.
  • A reasonably high level of IT skills and data management
  • Hard-working, flexible, adaptable and able to use own initiative.
  • Excellent organisational and prioritisation skills.
  • Able to work logically and remain calm when under pressure.
  • Remains focussed when dealing with a variety of tasks and issues.
  • Manages own time and can work on own initiative effectively.
  • Remains positive when dealing with difficult people or situations.
  • To ensure that all internal/external correspondence and system updates are accurate, clear, concise and appropriate for the intended audience.
  • To manage customer feedback.

Behaviour and Conduct:

As a firm, we believe all individuals should be customer service driven, with a real passion for working with people. By providing innovative solutions and being engaging, teams are motivated to achieve results and provide the excellent service Claims Consortium is recognised for. Individuals should be driven, approachable and also flexible to work the hour’s necessary and help other employees, in order to fulfil service needs.

Claims Consortium Integrity:

Claims Consortium works at all times lawfully and in accordance with pre-defined regulatory, compliance, company policy and processes and financial requirements e.g. Data Protection, Code of Conduct, Health and Safety, General Insurance Standards Council and Financial Conduct Authority Standards.

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  • Company Benefits
  • BHSF Health CoverBHSF Health Cover
  • Bike-to-Work SchemeBike-to-Work Scheme
  • Childcare VouchersChildcare Vouchers
  • Holidays28 Days holiday incl. 8 Bank Holidays
  • Pension SchemesPension Schemes
  • Employee of the MonthEmployee of the Month
  • Birthday OffReceive your Birthday Day off
  • Charity DaysCharity Days
  • Social ActivitiesSocial Activities
  • Dress DownDress Down
  • Plus many more...