Position Summary

To handle a portfolio of, principally, high value and/or complex liability claims.

Functional Knowledge

Customer focused. Quality focused role – providing quality service to both internal and external customers. Team focused – working with colleagues throughout the business. Reactive – responding to daily workloads as dictated by customer requirements. Proactive – making sure KPI’s and SLA’s are met. Handle and co-ordinate complaints and compliments Achievement of targets. Competent use of technology.

General Background, Experience & Professional Qualifications

Strong communication skills both written and verbal. Excellent customer service, organisational & communication skills. ACII and /or ACILA qualification.

Key Responsibilities

Receiving and acknowledging new claims. Preparing case management plans, visiting Insurers, Reinsurers, Claimants and the Insured. Preparing reports commenting in detail on all aspects of the claim, including policy analysis and liability, quantum and future actions. Visiting sites, interviewing witnesses and preparation of witness statements. Instructing and controlling lawyers, forensic scientists, engineers, medical consultants and other experts as appropriate. Assisting in the development of less experienced staff members. Additionally developing working relationships with existing clients and helping to identify and plan approaches to new clients. Maintain and update files and records keeping fully up to date on any technical or legal changes which may have a bearing on a case. Identifying and developing business opportunities for self and team. Maintain awareness of Business Continuity programme and role within it Able to demonstrate knowledge and/or awareness of FSA procedures and the TCF initiative Actively seek to develop oneself and take responsibility for your own training and development

Behaviours

Ensures all activities and decisions improve the service provided for clients. Builds trust and respect by keeping to the commitments made. Can convey a message across in one to one situations in a way which is understood. Shares information, knowledge and experience freely with others. Seeks feedback and invests time in their own self development both technically and behaviourally.

Skills

Ability to work on own initiative. Ability to demonstrate attention to detail. Ability to work as an individual and as part of a team. Excellent customer service and communication skills. A positive attitude and a proactive approach to solving problems. Able to co-ordinate a variety of actions concurrently. Ability to work to given targets. Flexible approach – the job holder will be required to travel throughout the UK as appropriate.

In Addition

The jobholder will be required to carry out any other function or task that may be expected from them or assigned to them from time to time, within their span of knowledge and ability.

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