Position Summary
To proactively manage environmental claims providing excellent service to clients and their customers
Accurately and promptly accept and process new instructions as far as competently possible.
Support adjusters and consultants by providing collaborative approach to Crawford environmental claims and ensure claims are completed to a high standard and high levels of customer service
Functional Knowledge
Customer focused
Provide quality service to both internal and external customers
Work with colleagues throughout the business
Respond to daily workloads as dictated by customer requirements
Make sure KPI’s and SLA’s are met
Handle and co-ordinate complaints and compliments
Achievement of targets
Competent use of technology
General Background, Experience & Professional Qualifications
Property insurance claims experience preferrable but not essential
Excellent customer service, organisational & communication skills
Team player
IT skills
Customer service experience
Key Responsibilities
Accurately input data
Manage client instructions through the development of high quality interpersonal skills and create good client relationships built around trust, respect and speedy resolution of assignments.
Dealing with telephone queries, day to day within agreed service criteria.
Seek new opportunities to “sell” to existing and new clients.
Processing invoices, both interim and finals, referring where necessary.
Reviewing cases in a proactive manner and taking action to move claim forward, referring where necessary.
Dealing with and liaising with insurers and policy holders as appropriate.
Ensure work is prioritised effectively.
Contribute to the productivity targets through the effective planning and allocation of new and existing instructions.
Formulate, allocate (and/or participate in) projects as and when required and ensure they occur within timescales and company/client requirements.
Actively share knowledge with peers to develop oneself and others and to act as a role model in appropriate situations (. new starters).
Actively seek to develop oneself through a positive attitude and through the achievement of professional qualities
Maintain awareness of Business Continuity programme and role within it
Able to demonstrate knowledge and/or awareness of FCA procedures and the TCF initiative
Actively seek to develop oneself and take responsibility for your own training and development
Behaviours
Delivers cost efficiency in all activities.
Builds trust and respect by keeping to the commitments made.
Can convey a message across in one to one situations in a way which is understood.
Builds and maintains positive relationships within and across teams.
Seeks feedback and invests time in their own self development both technically and behaviourally
Skills
Ability to work on own initiative
Ability to demonstrate attention to detail
Ability to work as an individual and as part of a team
Excellent customer service and communication skills
A positive attitude and a proactive approach to solving problems
Able to co-ordinate a variety of actions concurrently
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