Job Description To proactively manage and resolve complaints and escalations within the repair process adding value to the customer journey Communicating with contractors, policyholders and clients to a high professional standard keeping them informed at key stages. Responsibilities To deliver a first class complaints and resolution process as part of the end to end repair handling service – progressing repairs efficiently and fairly in a manner that supports the customer and partners our client’s brands and values. To deliver excellence by working in partnership with our contractors against the key measures of reduced duration, cost control and customer satisfaction. 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 and complaints to identify problems at root cause and adopt to getting it right first time to enhance the customer experience. To ensure that time spent adds value to the repair’s lifecycle – undertake value work. To take sole responsibility for every repair personally handled – ensure parties are kept informed and work with others to build on end to end flow. To accurately validate and process contractor invoices and estimates / repair schedules. Build strong relations with colleagues, clients, and contractors to ensure a seamless repair handling service. Capture feedback and continuously look for systems and service improvements to enhance the overall repair handling process. To promote the Company ethics and values, focus on first principles of getting it right for the customer. Qualifications The role will be office based, though you may be asked to travel to other Crawford offices and/or Contractor sites on occasion Liaise with internal colleagues and external stakeholders - Policyholders, Clients, Contractors 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. Experience in customer service and relationship management. Direct experience as an end-to-end complaints handler. Insurance or Construction Qualification or commitment to achieve Previous experience in property or building insurance claims handling or knowledge of building repairs highly advantageous Knowledge of Insurance Principles General knowledge of Building Construction Clear understanding of Client requirements Sound technical skills to proactively manage building repairs. 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.