Job Description
Job Title: Customer Service Claims Handler - Household
Please read the information in this job post thoroughly to understand exactly what is expected of potential candidates.
Contract Type: Permanent, full time or part time
Salary Range: £20,000 increasing to £23,700 over 30 months
Location: Eastleigh - minimum of 1 day per week in the office
Customer Service Claims Handler - Household
Our Household Claims department is a supportive and dynamic environment that delivers first class customer service at a time when our customers need us the most. We are looking for people who pride themselves on problem solving, are able to adapt to challenging circumstances demonstrating resilience and strives to get the right outcome for our customer. They work hard to improve themselves and support others. If you thrive on engaging with customers over the phone and have a positive telephone manner, then this could be the opportunity for you!
Our Claims Handler role is the ideal opportunity to develop your career within an award-winning Insurance Company, who has been recognised as a UK Top Employer and a double award winner for 2021 and 2022 Personal Lines Insurer of the Year.
Salary £20,000 increasing to £23,700 in increments on completion of our 30 months' pay progression scheme.
Shifts are rostered between the hours of 8am and 6pm Monday - Friday and 9 - 5 Saturday and Sunday. you will be required to work 1 in 3 weekends.
Household insurance is there to help customers who have suffered losses caused by events such as theft, accident, fire, flood and storm. Our Household department is a busy and vibrant environment where our colleagues are encouraged to work proactively to resolve claims in the most time efficient and cost-effective manner.
As a Claims Handler you will be responsible for dealing with new and existing claims. You will ensure that these are handled accurately and efficiently gathering all relevant information and evidence of the loss through quality conversations with our customers. You will be exploring the extent and validity of a claim using sound judgement to make good quality decisions on a wide range of claims. The work is varied and involves using validation tools to improve efficiency and the overall claims journey.
Main Responsibilities as Customer Service Claims Handler - Household
- Engage with customers via the telephone to provide a high-quality claims service that strives for excellence.
- Make informed decisions regarding paying and rejecting claims up to handler authority limit, managing customer expectations and delivering updates with empathy.
- Liaising with Policy Holders, Brokers, Underwriters, Loss Assessors, suppliers and other parties.
- Identify the indicators of fraud and use questioning/investigation techniques to see if the claim can be progressed to payment or repudiation.
- Take ownership of complaints and record details accurately and resolve where possible in line with company policy.
- Compliance with all company and Industry regulations.
- Ensuring you are treating customers fairly and acting in a professional manner.
Skills and experience you need as Customer Service Claims Handler - Household
- Positive attitude with a flexible and resilient approach to change.
- Excellent communication skills, written and verbal with the capability to write complex letters in line with company standards.
- Demonstrate a high level of professionalism, integrity and commitment.
- Ability to negotiate and influence others whilst maintaining an empathetic approach.
- Make good judgements throughout the claims journey and demonstrate the ability to work under pressure.
- Ability to use own initiative when prioritising your workload and ensure that you take a proactive approach when settling claims.
- Strong attention to detail and accuracy when communicating with customers both written and verbally.
- A natural ability to manage conflict with an investigative mind in order to solve customer enquiries
Here are some of the benefits you can enjoy within the Customer Service Claims Handler - Household role based in Eastleigh:
At Ageas we offer a wide range of benefits to support you and your family inside and outside of work, which helped us achieve, Top Employer status in the UK.
- Flexible Working - We offer all our vacancies part-time/job-shares . We also offer a minimum of 35 days holiday (inc. bank holidays) and you can buy and sell days.
- Supporting your Health - Dental Insurance Health Cash Plan, Health Screening, Will Writing, Voluntary Critical Illness, Mental Health First Aiders, Well Being Activities - Yoga, Mindfulness.
- Being Activities - Yoga, Mindfulness.
- Supporting your Wealth - Annual Bonus Schemes, Annual Salary Reviews, Competitive Pension, Employee Savings, Employee Loans.
- Supporting you at Work - Well-being activities, yoga, mindfulness sessions, Sports and Social Club events and more.
- Supporting you and your Family - maternity/pregnant parent/primary adopter entitlement of 16 weeks' at full pay and paternity/non-pregnant parent/co-adopter at 8 weeks' full pay.
- Benefits for Them - Partner Life Assurance and Critical Illness cover.
- Getting Around - Car Salary Exchange, Cycle Scheme, Vehicle Breakdown Cover.
- Get some Tech - Deals on various gadgets including Wearables, Tablets and Laptops.
- Supporting you back to work - Return to work programme after maternity leave.
About Ageas:
We're one of the largest car and home insurers in the UK. Our people help Ageas to be a thriving, creative and innovative place to work, which is echoed in the service we provide to over four million customers.
As an inclusive employer, we encourage anyone to apply. We're a signatory of the Race at Work Charter and Women in Finance Charter, a Stonewall diversity champion and a Disability Confident Employer (which means interviews are guaranteed for applicants with a disability who meet the minimum role criteria). For more information please see Ageas Everyone.
Our aim is to have great people everywhere in our business and we're always looking for outstanding people to join us. Most roles across Ageas allow a proportion of your time to be spent working from home and we're open to discussing flexible working, including full-time, part-time or job share arrangements.
To find out more about Ageas, see About Us.
Want to be part of a Winning Team? Come and join Ageas.