Case Handler

Pure Claims Support Services
From £17,000 to £18,000 per annum Dependent on Experience
12 Nov 2017
01 Dec 2017
Contract Type
Full Time
Case Handler

As a Case Handler you are responsible for contacting clients to discuss their claim to explain our process. Sending out a sign up pack and ensuring it is returned within a strict time frame. Once returned you will be responsible for checking all information/documents etc. are included before submitting to our panel solicitors. You will have gained B2C experience in a customer service environment dealing with the public on a day to day basis. Being a good negotiator, it is essential that you work to achieve targets/KPI’s. You will be required to attend briefings/meetings with other team members and build relationships with both internal and external stakeholders. You will have a strong focus on meeting and exceeding company expectations and have a high drive for continuous improvement and delivering an exceptional customer experience.

Principal Accountabilities

  • Making outbound calls to assess client needs and progress a claim through our process to a returned pack.
  • To take inbound calls as and when required. Advise clients regarding our process and charges Accurate data Input Achieving weekly / monthly targets with regard to packs retuned Meeting minimum standards and Key Performance Indicators To communicate effectively at all levels ensuring excellent working relationships are developed and maintained To implement and maintain effective working practices in a team environment ensuring that all company standards are maintained Responsible for continuous personal development, undertaking relevant training as and when appropriate Contribute suggestions to improve the efficiency and effectiveness of the call centre Highlight immediate or on-going issues and suggest possible solutions. To be an outstanding ambassador for Pure Claims Limited and all associated companies and partners Flexible and available to work 5/6 days Monday to Saturday to a maximum of 35 hours per week. Any other duties as reasonably required
Person Specification


    Proven ability to work under pressure and deliver challenging targets Working to tight deadlines Consultative customer service experience with excellent negotiation skills Strong understanding of exceptional customer service and consumer engagement techniques and ability to demonstrate application of knowledge Proven ability to communicate with senior key stakeholders both internally and externally Good interpersonal skills Proven ability to deal calmly and professionally with challenging situations Excellent organisational skills Excellent administrative skills Evidence of high level of attention to detail Experience of working in an ever changing, fast paced environment
Personal Qualities / Competence

    Highly motivated team player with the ability to work with all levels of personnel A real zest for life, enthusiasm and a positive attitude Continuously strives to proactively enhance all aspects of team performance. Ability to work on own initiative with little or no daily supervision whilst maintaining high accountability for the progress and end deliverables of the call centre Must be able to work in a pressurised environment that is subject to continuous change. Ability to be flexible in approach to working methods and appreciate the requirements of the business Organised and methodical. Excellent level of appearance, manner and conduct. Acts with credibility and integrity. Has a strong desire to learn and improve knowledge High level of accuracy & literacy

    Basic Salary Competitive Bonus Scheme 20 days holidays per year plus bank holidays Birthday off if it falls on a normal working day 8 Hours “Me Time”
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