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Motor Claims Customer Support Processor

  • Location: Lichfield
  • Salary: £20,756.00 per year
  • Job Type:Permanent

Posted 22 days ago

  • Sector: Insurance & Claims
  • Contact: Peter Smith
  • Expiry Date: 09 December 2021
  • Job Ref: PSM/18277

​Do you have experience of working in a phone based Customer Service role ideally within the Insurance or Motor Claims industry?

The Role:

To deal directly with both fault and non-fault accident customers, providing a high-quality end to end motor claims management service.

Your Responsibilities:

• To be the first point of contact for customers who have been involved in a road traffic collision (both fault and non-fault).

• Capturing incident details and inputting data such as contact information, incident circumstances and liability into the client operating system.

• Validate the information provided by asking open questions and gathering clear logical version of events.

• Assess the required action needed for each incident and instigate the appropriate service; including roadside recovery, vehicle repair and replacement and intervention services.

• To liaise effectively with external stakeholders including but not limited to, client suppliers, insurers, brokers and leasing companies to build and maintain excellent relationships

• Take ownership to ensure completion of all system generated tasks ensuring adherence to service level agreements and KPI’s.

• To work in accordance with industry regulations and protocols which include GTA and ABI guidelines

• To work with colleagues internally to present good quality recoverable claims.

• To achieve objectives and targets set.

• Carry out reasonable tasks as requested by your line Manager.

About You:

Customer Service focused with excellent communication and written skills. You will be results driven with the ability to work on your own initiative and work to tight deadlines.

Hours of work:

38 hours a week Mon - Sat between the hours of 8.00am -8.00pm. Saturdays form part of core contractual hours and when a Saturday is worked you will get a day in lieu off within the week. This role works 4.5 day week. We envisage that you will be working on average 1 in 2 Saturdays.

Sundays are paid in addition at time and a half and some Sunday working is required (never on the same weekend as a Saturday) and also Bank Holidays at the same rate.

This role has the opportunity to be work from home following a three month induction and training period at the clients offices in Lichfield