Customer Service Advisor

To capture technical information and data from a variety of sources. Undertake a technical assessment through detailed customer calls to establish likely outcome and ensure that the claim is correctly channelled to the most appropriate level of expertise and skill set. Provide sound technical advice to customers and other stakeholders. Identify cases that clearly fall outside of policy coverage, provide appropriate advice to the customer and seek agreement and execute repudiation from desktop.

• Gather and assess a variety of technical data to assist in determining likely outcome / policy liability decisions.


• Interrogate internal claims systems to determine any relevant claims history,


• Utilise a variety of triage tools such as Street View, aerial imagery and bespoke algorithm tool to assist with decision making.


• Make outbound telephone calls and ascertain the nature and extent of the loss using a series of investigative questions. This will involve obtaining information surrounding the nature of damage, construction of property and topographical information.


• Using the above information to triage the claim to the most appropriate resource and booking of appointment for the relevant Subsidence Consultant or Outsourced Adjuster Network (Simply Crawford) to visit the property.


• Identify cases that clearly fall outside of policy coverage, provide appropriate advice to the customer and seek agreement to repudiate from the desktop.


• Provide advice and assistance where appropriate, which may involve liaison with colleagues within the Central Triage team in Nottingham.


• Ensure all work undertaken is accurately recorded and maintained on the system.


• Fulfil above within strict time scales making sure that Client Service Level Agreements are met


• Deal with day to day telephone queries within agreed service criteria.


• Ensure work is prioritised effectively & ensure personal targets are met.

Essential:

• Strong customer service experience 
• Enjoys being a team player and openly shares knowledge and skills with others.
• Shows empathy to customers and distils confidence through technical expertise.
• Demonstrates personal integrity in a way which is consistent with the Company’s core values.
• Demonstrates a ‘can do’ attitude and is solution orientated to focus on systems improvement.
• Ability to build on technical knowledge.
• Is open and adaptive to change and shows a flexible attitude to meet the needs of the customer.
• Clear understanding of Client requirements.
• Good problem-solving skills to initiate resolution.
• Strong negotiation skills
• Excellent verbal and written communication skills, to convey technical information in a clear and concise way.
• Well-developed interpersonal skills to build rapport and manage customer expectations.
• Good organisational and time management skills; to co-ordinate and deliver on a variety of actions concurrently, delivering every time to high standards.
• Strong computer literacy skills to make effective use of a variety of ICT platforms and applications.

Desirable: 

• Insurance qualification to Certificate level - Cert CII &/or Cert CILA preferable, or commitment to achieve an insurance qualification to Certificate level – Cert CII/Cert CILA.
• Previous experience in handling insurance claims 
• Knowledge of Insurance Principles (specifically claim Mitigation & Subrogation)
• General knowledge of Building Construction.
• Sound technical skills to effectively assess subsidence claims at the point of claim notification.

Occasional travel to other UK offices may be required.