UK- Subsidence - Subsidence Advisor

null, England, gb
Company: Crawford & Company
Category: Community and Social Service Occupations
Published on 2021-08-02 18:10:36
Position Summary

This role is to pro-actively handle subsidence claims in a manner that supports efficient and effective settlement for the policyholder.

To add value to the customer journey by providing sound technical advice and keeping them informed at key stages.

Job Scope

  • The role will be office based at either Nottingham or Watford.
  • Occasional travel to other UK offices may be required.
  • The role involves managing own caseloads from beginning to end.
  • Requirement to liaise with internal colleagues and external stakeholders – Policyholders, Clients, Brokers, Suppliers
  • Functional Knowledge

  • Knowledge of Insurance Principles.
  • General knowledge of Building Construction.
  • Clear understanding of Client requirements.
  • General Background, Experience & Professional Qualifications

  • Commitment to achieve an Insurance qualification to Certificate level– Cert CII/Cert CILA.
  • Previous experience in handling insurance claims is advantageous.
  • Key Responsibilities

  • To deliver a first class end to end subsidence claims handling service – progressing claims efficiently and fairly in a manner that supports the customer and partners our insurance clients brand and values.
  • To deliver excellence against the key measures of reduced duration, cost control and customer satisfaction.
  • To understand the nature of the claim and set a strategy for resolution understanding each individual demand and likely outcome.
  • To really understand what matters to the customer and put this first.
  • To identify and understand the nature of any blockages and failure demand – take ownership of issues to identify problem at root cause and adopt getting it right first time to enhance the customer experience.
  • To ensure that time spent adds value to the claim’s lifecycle – undertake value work – right time, right place to actively control costs and reduce indemnity spend.
  • To take sole responsibility for every claim personally handled – ensure parties are kept informed and work with others to build on end to end flow.
  • Build strong relations with colleagues, brokers and suppliers to ensure seamless claims handling service.
  • Capture feedback and continuously look for systems improvement to enhance the overall claims handling process.
  • To promote the Company ethics and values, focus on first principles of getting it right for the customer.
  • Behaviours

  • 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.
  • High learning capacity to build on technical knowledge.
  • Is open and adaptive to change and shows a flexible attitude to meet the needs of the customer.
  • Skills

  • Sound technical skills to proactively manage subsidence claims.
  • Good problem solving skills to identify failure demand and initiate resolution.
  • 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.
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