Property Claims Handler in Birmingham

We are a leading specialist, renowned for providing technically advanced and cost-effective solutions to our clients. Your role is to provide technical advice, support and guidance to our clients as well as proposing bespoke solutions in a friendly and professional manner.

The Technical partner will be responsible for managing all service and technical aspects of subsidence claims that meet an agreed-upon set of criteria. From the point of claim validation through to final completion, this role will involve full ownership of the claim process. The Technical Claims partner will ensure successful mitigation of claims, assessment of monitoring data, instructing and approving schedules, and managing repair work efficiently.

This position also plays a critical role in ensuring a seamless customer experience by providing regular and meaningful updates, ensuring the accuracy of the claim action plan, and maintaining clear communication with the customer throughout the entire claims process. The role requires strong technical expertise, attention to detail, and a commitment to delivering high-quality service while ensuring customer satisfaction.

• Ensure claims are processed efficiently and in line with SLAs and KPIs.
• Assess technical data, including monitoring information and reports, to determine the most appropriate course of action for each claim.
• Ensure that all mitigation is completed successfully and in line with our strategies and philosophies.
• Instruct and approve schedules to ensure timely execution of remedial works.
• Work closely with external contractors and specialists (monitoring) to ensure that all activities are performed as per agreed timelines and specifications.
• Ensure all repairs are completed within budget and timeframe, and confirm that the customer is comfortable with the works.
• Act as the primary point of contact for customers, providing regular, clear, and meaningful updates regarding claim progress, technical information and mitigation activity.
• Maintain proactive communication with customers, ensuring they are fully informed at all stages of the claims process and feel supported throughout.
• Develop, maintain, and monitor the accuracy of claim action plans, ensuring they reflect the latest status, actions taken, and next steps.
• Ensure all stakeholders involved in the claim process are aligned with the plan and aware of their responsibilities.
• Collaborate with other departments such as mitigation and IGUS to ensure seamless claim progression.
• Coordinate and liaise with internal teams and external parties to ensure effective resolution and management of claims.
• Monitor the status and progress of claims, identifying potential issues or delays and taking proactive measures to resolve them.
• Ensure claims are concluded efficiently while maintaining a focus on customer satisfaction and the quality of service.
• Identify process improvements to enhance the efficiency, quality, and customer satisfaction of the claims process and share with Operations Manager.

Experience:

• In-depth understanding of subsidence related issues, including damage, and the methods used for monitoring and mitigation.
• Familiarity with subsidence-related terminology, diagnostics, and repair techniques.
• Ability to develop, maintain, and update accurate claim action plans.
• Strong analytical skills to assess monitoring data, technical reports, and other relevant information to make informed decisions.
• Ability to identify potential issues early in the claims process and take appropriate action to prevent delays or complications.
• Strong organisational and time management abilities to oversee multiple claims simultaneously, ensuring all tasks and schedules are executed on time.
• Excellent communication skills to provide clear, concise, and regular updates to customers regarding the status of their claims.
• Strong interpersonal skills to build positive relationships with customers, colleagues, and external stakeholders.
• Ability to manage customer expectations, answer technical queries, and maintain a professional, empathetic approach throughout the claims process.
• High level of attention to detail to ensure accuracy in monitoring data assessment, claim action plans, schedules, and repair work.
• Ability to review technical reports, data, and schedules with precision to ensure all steps of the claim process are thoroughly understood and followed.
• Strong team collaboration skills to work effectively with internal departments such as IGUS and mitigation.
• Empathy and professionalism in handling customer enquiries, complaints, and feedback while maintaining a focus on claim resolution.

Requirements:

• GCSE level Maths and English or equivalent.
• Ideally Cert CILA or commitment to attain within 1 year of appointment which will be paid for by the company.

Benefits:

• 25 Days holiday increasing every 1,3,5,7,10 years + Bank Holidays.
• 4% Pension matched.
• 2x Life Insurance + Flexible benefits.
• For every £30K salary - £30 will be added to a pot which is put towards either Healthcare, Dental, buy back holidays.
• Professional qualifications paid for ie; CILA.