Hours: Monday - Friday shifts between 8:30am - 17:30pm
Location: A hybrid role, working from home with a requirement to attend business meetings ie team meetings at least once a week in our offices at Wolverhampton.
Brief Overview
We are a specialist ground engineering contractor providing rapid, long-lasting solutions to problems of sinking and settling foundations, slabs and infrastructure. We improve and strengthen soils and infill using expanding geopolymers. We are a worldwide organisation and have been working in the UK for over 37 years.
Role KPI's:
- Communicating with customers both B2C and insurance clients within 24 hours of receipt
- Ensuring any call backs are undertaken the day they are received
- Resolution to be in place within 30 days of receipt
- Coordinating with our key stakeholders within the business to ensure claims are resolved efficiently
What you will be required to undertake
- Ensure the accurate recording, tracking, monitoring of all claims are undertaken
- Ensure that you investigate claims thoroughly within a timely fashion; communicating outcomes
- Be proactive in ensuring customer claims are resolved within agreed timescales
- Investigate claims including reviewing and assessing documents, telephone contact with claimants
- Analysing information provided and obtained during an investigation and assessing it in determining the validity of a claim
- Work in partnership with partners, contractors and all internal stakeholders to ensure efficient claims handling
- Offer improvements to current processes
- Ad Hoc activities, such answering inbound general customer calls and managing work through client portals
Whilst we don't ask for formal qualifications for this position, we want to hear from you if you have experience in a customer facing role, which involved managing complaints administration, where you have demonstrated the following
- At least 2 years of experience of having conversations and communications with customers who have a complaint/query
- Experience of conflict resolution and negotiations with customers
- Collecting accurate information and evidence from the customer in order for their complaint/query to proceed
- Shows an obsession for being organised and prepared
- Accurately updating and maintaining complaint/query records
- Analysing and investigating the complaint/query with internal stakeholders
- Presenting complaints/queries for further investigation to stakeholders to aid/expedite resolution
- Ensuring that the customer is kept updated throughout the lifecycle of their query/complaint
- Possesses a 'can do' attitude that is not phased by volume processing
- Works optimally with a team and is able to provide support
- Professional and reliable
- Comfortable working remotely whilst still remaining focused on KPI's
- It would be highly desirable if you have experience of using Salesforce
- For bonus points it is highly desirable if you have experience of insurance claim handling background