Product Specialist

Newcastle Upon Tyne
From £17,000 to £20,000 per annum depending on experience
30 Sep 2017
04 Nov 2017
Contract Type
Full Time
Post title: Product Specialist/Case HandlerHours: 40 hours between 8am and 7pm
BenefitsPerkbox Reward SchemeWestfield HealthChildcare VouchersEmployee of the Month (£100)Corporate Metro SchemeThe Research and Development (R&D) department are responsible for taking initial product concepts and through research and process and system development, provide a revenue generating claim type that can be added to the companies list of established claims products.

Whilst the products developed within this department are mainly in the claims space, the scope of a new product may also reach out into other regulated sectors.

Once the development project is completed, the end product must be efficient, compliant and have potential for growth.

Position Summary

To take ownership of individual cases allocated to you from inception to completion. You may at any one time be running several different claim types and will need to be able to juggle your knowledge and expertise across all claim types.

As you will be a specialist within the Research and Development team you will be working with claim types that may not yet have an established process and as such it is vital that you have a strong sense of initiative and are able to adapt your process and approach to the cases on a daily basis.

For the cases you are assigned, you will be the clients single point of contact and it will be your responsibility to update the clients and ensure they are happy with the service that they receive.

Main Responsibilities

  1. Researching and implementing new products and processes
  2. Providing a first class, personalised service to customers;
  3. Responding to customer queries
  4. Processing daily post and establishing mail trends
  5. Updating case files as necessary on the in-house database
  6. Adding new claims to the system
  7. Liaising with defendants on behalf of customers
  8. Pro-actively providing regular updates to customers on the stats on their claim(s)
  9. Prioritising own case load
  10. Managing time to meet demands of the business
  11. Feeding back trends to your line manager to improve products and processes
The above list is not exhaustive and other duties may be attached to the post from time to time. Variation may also occur to the duties and responsibilities without changing the general character of the post.

Required Competencies

  • Experience in a similar role
  • Ideally experience working in a law firm or other heavily regulated market
  • Previous experience working in a projects or research role would be beneficial but not essential
  • A breadth of experience in customer focused roles
  • Exceptional communication skills, both written and verbal
  • Proven ability to multi-task and manage a heavy workload
  • The ability to prioritise and organise your own time and tasks
  • Relationship building skills
  • General knowledge of standard Microsoft Office packages, including Excel, Outlook and Word

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