Our Operations team are looking for a customer service driven candidate to join them on a 3-month FTC.
Within this role you will be the first point of contact for Policyholders, Clients and Suppliers, ensuring all claims are effectively logged and accurate information is provided to relevant parties. You will build strong working relationships, liaising closely with the Claims Validation team.
This position is for a 3-month fixed contract working from our office in Culmhead, TA3.
Working Hours: Monday – Friday and flexible in line with business needs. The majority of your hours will be worked during core business hours
•To effectively and efficiently key on claims and establish first contact with policyholders in accordance with each clients SLA agreements
•To ensure all phone calls are answered in a timely manner in accordance with SLA agreements and maintain high levels of phone availability as and when required in line with business demands
•To ensure all complaints received are recorded accurately on receipt are resolved within the informal period in the majority of cases and that all appropriate customer communication is issued (SRC , holding letters or FRL letters) with any relevant reporting to client using the clients preferred reporting process
•To pursue surveyors to ensure their compliance with company SLAs
•To complete second call tasks and review claims that are on hold in the BCS process to actively push these through the BCS claims journey
•To flag any sight call claims appropriately on the system and ensure these are accurately signposted to the surveyors
•Ensure compliance and adherence with all e-signal modules
•Promote customer use of Track My Claim on the initial call to the customer and throughout the claim