Claims Handler

Full time or Part time shift working between 8am and 8pm Monday to Friday.

The purpose of this role is to support the pro-active and accurate processing of domestic household and commercial property claims. The Claims Handler is responsible for FNOL process of the claim and ensuring the claim is handed across to our DCP Operatives within the agreed SLA.

Responsibilities

1. Take reports of new claims from insurance companies, loss adjusters, restoration professionals, Home Emergency providers, etc., and allocate the claim to a restoration technician or appropriate supplier.
2. Close liaison with insurers, loss adjusters, restoration professionals, and the public throughout the claim lifecycle.
3. Answer and manage all calls in an efficient, professional, and patient manner.
4. Support technician team with appointing Home Emergency suppliers as required.
5. Identify and respond to customer needs, proactively communicating to reduce the number of support calls.
6. Provide support for our restoration technicians, communicating challenges and helping to problem solve any issues.
7. Update the online claims management system (OCMS) and any other online system.
8. Identify and handle complaints and escalate to management as necessary.
9. Ensure processing deadlines are met as required.
10. Develop technical knowledge in order to support technicians and insurance companies.
11. Other duties as delegated from time to time by your line manager or any other person designated in their absence.

Requirements

1. Knowledge or experience of claims is ideal; however, we can consider candidates who have experience of working in a customer-facing/office environment.
2. Highly organised, good level of attention to detail, and can prioritise a busy workload.
3. Ability to manage complex situations.
4. Ability to utilise qualities such as empathy, tact, assertiveness, and diplomacy when talking to our customers, understanding that our customers could be distraught and concerned following an incident.
5. Excellent problem-solving abilities.
6. Aptitude to make real-time decisions based on changing information.
7. Ability to manage own workload and work under pressure to meet deadlines.
8. Commitment to the customer environment.
9. Excellent communication skills both written and verbal.
10. Team player – willing to share knowledge with others.
11. Passionate about service delivery excellence.

If you need any adjustment or support when applying for this position, please email HR@disastercare.co.uk

Seniority level

Entry level

Employment type

Full-time

Job function

Finance and Sales

Industries

Insurance

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