JOB DESCRIPTION

JOB TITLE:  CLAIMS MANAGER

REPORTING TO:  HEAD OF CLAIMS AND ACCOUNT MANAGEMENT

MAIN PURPOSE OF THE ROLE:

Provide a professional and efficient claims handling service to all clients and claimants taking account of individual client requirements and the objectives of the Business

KEY TASKS AND ACCOUNTABILITES

GENERAL

• Pursue the objectives laid down in the Company’s Business Plan

• Carry out your responsibilities in accordance with procedures laid down in the Quality Procedure manual and as discussed with the Head of Claims and Management Team from time to time

• Always aim to exceed customers’ expectations (both internal & external)

• Maintain and continue to improve your technical knowledge to the benefit of you, your clients and the Business

• Maintain a current knowledge of issues within the Housing Sector and ways in which these may impact on your clients

• Ensure that you are familiar with the Woolf protocols and that all claims which are subject to the protocols are dealt with in accordance with the timescales laid down

• Maintain and follow an accurate and up to date diary to ensure that a proactive and efficient service is provided at all times

• Ensure that work is completed in appropriate order of priority

• Ensure that you are aware of the conditions of all Claims Settlement and Delegated Authorities and that they are complied with at all times

• Attend and contribute to the monthly Claims Team meetings

• Maximise client use and understanding of the Claims On Line system

• Suggest ways of improving working practices or client service at any time

• Deal with all claims emanating from your allocated clients and others which you are asked to handle from time to time

• Be aware at all times of the service requirements of and commitments to each of your clients and fulfil them to the best of your ability

• Maximise claims settlements on behalf of clients and ensure claims settlement achieved with the maximum possible speed

• Maintain accurate and up to date claims statistics for each client

• Produce client claims reports in accordance with agreed timescales and deadlines

• Ensure that points of action arising out of client meetings are followed up promptly

• Advise Claims Manager and appropriate Account Managers and Account Directors of all claims allocated a reserve in excess of £25,000 or lower if appropriate

• Feedback all other relevant client and insurer information to Claims Manager and Account Directors at all times

PERSON SPECIFICATION –

Education/Qualification

Or equivalent qualification

Essential

• GCSE or equivalent English and maths at Grade C or above

Education/Qualification

Or equivalent qualification

Desirable

• English subject and maths A level or equivalent

Experience / Knowledge

Essential

• Experience dealing with customers

• Knowledge of Microsoft Word, Excel, Powerpoint and Outlook

• Experience of handling property and/or liability insurance claims

Experience / Knowledge

Desirable

• Ability to present to customers/staff

• Advanced Microsoft Word, Excel and Powerpoint user

• 2 years+ experience of handling property and liability claims

Skills / Aptitudes

Essential

• Accuracy, attention to detail

• Excellent communication skills, both verbal and written

• Able to work under own initiative

• Organisational skills

• Understanding the customer

Skills / Aptitudes

Desirable

• Pro-actively make improvements

• Generating and sharing ideas

Personal Attributes

Essential

• Good communicator

• Work well under pressure

• Self motivated

• Flexible and approachable

• Ability to work with all levels of management

• Able to work on own or as part of a team