Senior Motor Claims Handler
Our client is a leading provider of Insurance Services. Due to continued success, they are expanding the claims department and are currently looking for someone to join their Downtime Management Unit in a Senior Customer Service/Claims Handler position.
Proactive management of allocated handlers ensuring all service level agreement SLA s are met or exceeded and ensuring delivery of SLA in all required areas daily, weekly and monthly
Allocating work to handlers within the team. Target setting and achievement.
Ensuring that required quality is maintained by performing quality audits - file/call.
Ensuring customers are kept updated by the team on the progress of repairs and that downtime is controlled to minimise any delay.
Using MI reports to drive SLA achievement and identify anomalies within the live repairs to minimise potential problems.
To handle customer complaints and escalate necessary issues to the Network Management Team and the DMU Team Leader.
Carrying out Training needs analysis and delivering appropriate training
Managing performance at team and individual level in the areas of productivity, quality and behaviours
Experience and Skills:
Professional and polite telephone manner.
Microsoft Word / Excel knowledge
Feedback, Coaching and training delivery experience
Ability to interrogate data and MI accurately, preparing reports where required
Organisation and planning experience
Problem solving skills and resolution
Leadership Qualities - consistent staff motivation, lines of command, staff are competent, confident and understand expectations
Time management and organisational skills
Motor claims handling experience for an insurer or supplier to the insurance industry desired, but essential.
For more information on this exciting role, please forward a copy of your up to date CV.