Claims Handler - Accident Management

Chippenham
ID
2017-16383
Category
Operations

Job Details

 

 

  • Job Function

     

    To receive incoming calls from customers regarding the damage to or theft of their company vehicle. This may include receiving telephone calls immediately following a road traffic accident, therefore an assertive but empathetic telephone manner is essential. Liaising with the supplier network to progress repairs to completion, ensuring all relevant parties (including customers, drivers and insurers) have up-to-date information at all times.

     

    Key Responsibilities and Accountabilities

     

    • Receive telephone calls from drivers or fleet contacts regarding damage to vehicles as a result of a road traffic accident or damage
    • Ask appropriate questions and assess the best course of action with customer service and cost management in mind
    • Manage all ongoing tasks for claims and be the point of contact for all external or internal contacts
    • Liaise with customer contacts, repairers and insurance companies to progress claim keeping all parties informed of progress
    • Manage all aspects of onward documentation
    • Ensure data provided is compliant and quality controlled
    • Manage all aspects of vehicle down time
    • Ad hoc tasks as required by the business

     

    Person Specification

    ARI is looking for people with a passion for customers, co-workers and those living in the local community. Please take some time to consider our Company’s values in deciding whether ARI is the right place for you. http://www.holmanauto.com/history.htm/values.htm

    Experience required

    • Experience in insurance claims handling is beneficial as is knowledge in vehicle insurance principles and processes
    • Demonstrable success in a customer service role required. Candidates will have a genuine passion for exceptional customer care.
    • Must be adept in the use of a PC, internet and email and able to grasp new software applications easily and quickly. Able to use Microsoft Word, Excel and Outlook to an intermediate level

    Communication Skills

    • Must be highly empathetic
    • Excellent questioning and listening skills with an ability to assimilate accurate information
    • Able to instantly build and maintain rapport with a range of people
    • Articulate with a high standard of all round communication skills
    • Committed to delivering excellent customer service within the parameters agreed

    Organisation and Planning

    • Able to control a process to timely conclusion whilst demonstrating care and compassion in difficult situations
    • Is prepared to go the ‘extra mile’ in order to achieve excellent end results
    • A proactive and dynamic attitude to problem solving
    • Ability to multi task with consistency and accuracy

    Flexibility and Resilience

    • Able to think clearly under pressure and deliver requirements to a consistently high standard
    • Reacts quickly and uses initiative with a sense of urgency
    • Able to self-motivate and keep positive in challenging situations
    • A calm and assertive approach to dealing with difficult situations

    Personal Projection

    • A natural propensity to volunteer to help others to ensure the successful conclusion of tasks
    • Self-driven and results orientated
    • Reliable, consistent and tenacious
    • A positive, mature and confident manner

    Package

    • Hours of work: 41.5 hours per week, working to a regular shift pattern to include a maximum of 2 out of 4 Saturday mornings
    • Comprehensive training
    • Competitive and attractive salary
    • Partners in Excellence reward and recognition scheme
    • 33 days annual holiday (including Bank Holidays)

     

     

     

     

     

     

     

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