Subsidence Technical Consultant & Team Coach

This role is to primarily provide support to the Support Operations on technical aspects and referrals. This role will also be responsible for excellent service provision, cost control and overall development of people and service; to ensure we maximise on “one stop” handling; to leverage on innovative and unorthodox solutions.

Responsibilities

• To provide guidance and support to Support Operations, enabling them to maximise their potential in meeting a variety of demands in connection to claim progression and mitigation aspects.
• To deliver excellence against the key measures of reduced duration, cost control and customer satisfaction.
• To act as a subsidence champion and technical referral point across the support operation.
• To coach, inspire and develop technical excellence.
• To assist Team Managers in identifying opportunities for improvement to ensure highest levels of service delivery resulting in excellent customer satisfaction.
• To actively spend the majority of their time ‘in the work’ with the Subsidence Advisers; to effectively take referrals, troubleshoot and take proactive action to ‘fix’ the system; remove blockages and waste.
• To keep technical skills and knowledge up to date and in busy times undertake a small caseload to remain akin to live issues.
• To work collaboratively with the Subsidence Operations, Supply Chain, and other internal teams; to identify opportunities for improving the End to End claims process and achieve highest levels of customer satisfaction.
• To assist Managers to identify and monitor employee development needs and to ensure the delivery of appropriate learning programmes with suitable methods; to build business, interpersonal and technical competence.
• To develop, manage and maintain relations with internal and external parties to ensure customer demands are met fully.

Qualifications

• Detailed knowledge of Building Construction.
• Detailed knowledge of Insurance Principles.
• Demonstrates technical competence.
• Detailed understanding of Client requirements.
• Understanding of people management & training.
• Understanding of fiscal claim metrics.
• Understanding of wide range of technical solutions.
• Excellent technical skills and problem solving ability to recognise difficulties and take proactive measures to overcome problems.
• Strong mentoring and motivational skills; help create a high performing team culture.
• Well developed and effective written and verbal communication skills, to articulate complex issues.
• Strong organisation and time management skills; to deliver on a variety of actions within expectations and tight timescales.
• Good dispute resolution handling skills to manage disputes effectively and proactively.
• Strong financial literacy skills to analyse and interpret numerical data.
• Strong computer literacy skills to make effective use of a variety of ICT platforms and applications.
• Understands that better decisions come from empowering employees to have freedom in the design of work.
• Demonstrates a facilitative management style to actively involve the team in designing work against customer demand.
• Demonstrates a desire to continuously improve self and others by sharing, listening and exchanging information and knowledge at all levels.
• Builds and maintains positive working relationships with colleagues across the business.
• Demonstrates an action orientated approach to understand and fix problems within the work.
• Is open and adaptive to continual change and facilitates change within the team.
• Chartered Building Professional – MRICS/MCIOB/CEng or equivalent essential.
• Experience of team management.
• Extensive experience on mitigation and recovery aspects.