We want you to:
Committed to providing our customers with a world-class claims service by ensuring that their claims are assessed quickly and where appropriate, settled in the shortest possible time in line with industry and company guidelines. You will be working within a team dealing with our policy holder who has suffered a loss following an incident involving their car and so you will be patient and empathetic. You will proactively manage our Policyholders/Third parties repairs throughout their journey. You must be able to obtain all relevant information and record this accurately while providing the Policy Holder with excellent customer service and assistance.
We’ll need you to be able to:
- Manage the repair journey from Instruction to Payment. Ensuring that each stage of the journey is monitored and managed appropriately to prevent delays. (Chasing estimates/ updates on repairs/ ensuring invoices received)
- Support inbound and outbound calls in relation to supplier claim queries for repair, total loss, invoicing, and recovery charges.
- Provide excellent customer service to our clients in relation to their repairs or Total loss journey. Communicating directly via phone and email.
- Provide prompt payments to our Approved Repairers and to Non- Approved repairers for their services.
- Negotiate and agree storage and recovery costs, ensuring there is no delay to the customer journey and mitigate costs.
- Maintain supplier relationships.
- Update MIAFTR records and support salvage clearance by removing personalised plates/ finance markers for prompt salvage disposal
- First time resolution of any complaints
- Compile documentation for the recovery pack on non-fault / split claims. To include repair/ inherited charges/ recovery and storage/ fees
Skills/Attributes required
- Excellent verbal and written communication skills: polite and professional telephone manner
- Tact and assertiveness when dealing with approved repairers/ storage facilities.
- Ability to take on increased ownership and responsibility when necessary.
- The ability to work individually, as well as part of a team.
- Ability to utilise qualities such as empathy, tact, assertiveness and diplomacy when talking to our customers and suppliers.
- Ability to work well under pressure, meet deadlines and where required be able to use own initiative.
- Diary management and proactive file handling.
- Ability to set expectations and ensure customers expectations are met in accordance with their policy entitlement.
- PC literate with good administrative skills
- Proactive mindset to prevent potential delays before they occur.
Drive/motivation
- Ability to undertake and embrace new tasks/roles as required
- Helpfulness and a passion for customer service
- High energy levels
- Positive approach
- Team player
- Drive and enthusiasm for meeting targets
- Empathy and understanding
- Confidence & a professional attitude
Experience/knowledge
- At least 2 years’ experience in a Customer Service role
- Good working knowledge of motor vehicle construction and modern repair techniques is desirable.
- Motor Claims knowledge including a basic understanding of insurance principles is desirable.
- Good working knowledge of computerised damage estimating systems, including Audatex is desirable.
In return, we can offer you:
Basic Salary £24,000-27,000 (DOE) as well as market leading benefits.
25 days Annual leave plus statutory holidays.
Rewards:
- On-site gym
- Free on-site parking
- Free on-site breakfast bar
- Complimentary on-site snacks and soft drinks
- Discretionary performance related bonus
- Life insurance cover
- Enhanced company pension scheme
- Cycle to Work Scheme
- Employee of the month & employee of the year awards
- Refer a Friend scheme
- An extra day’s holiday for your birthday
- Paid volunteering/charity day a year
- Support in your development and wellbeing, including an Employee Assistance Program (EAP)
- Eye test vouchers
- Training and development opportunities at all levels through Trinity Academy and Apprenticeship programs
- Social events
Application deadline: this position will remain open until we have found the right person for the job.
We kindly request that no agencies contact us regarding this position. Speculative CVs will not be accepted.
Trinity Claims is an equal opportunities employer and we positively encourage applications from suitably qualified and eligible candidates regardless of your gender, age, race, disability, ethnic background, religion or belief, sexual orientation, gender reassignment, marital status, or pregnancy and maternity.
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