Overview
Job Summary: To deliver robust quality claims handling, with a key focus on customer outcomes for Minster Law customers, to contribute to the general success of the business. The successful applicant will support through a task-based approach of RTA OIC Portal cases.
Core Responsibilities
* Dealing with high volume of claims, following the relevant processes and best practise, in order to progress the claims from inception through to settlement.
* Ownership of ensuring that the right outcome is achieved, and the customer's claim is optimized, by working in our Proclaim task delegation system to deliver productive case management.
* Assess liability and quantum to include reviewing medical reports applicable to the Whiplash Matrix.
* Obtaining relevant information and accurately assessing next steps to ensure ongoing progress of claims through medical, losses, damages and milestones.
* Demonstration of excellent communication skills to deal with customer queries.
* Ability to work with a task-based case management system to ensure regular / proactive contact is maintained with all customers, providing exceptional customer service and managing their expectations.
* Perform to a high level in a target orientated environment.
* To undertake any other tasks as deemed relevant and reasonable by the business.
Key Performance Indicators
* Operational effectiveness: Productivity
* Throughput / Get next completion rate
* Talk time
* First call resolution
* Process adherence
* Call logging
* Customer & Stakeholder Satisfaction: % Calls Answered
* NPS Score
* Customer Satisfaction/Effort Score
* Younique score
* % Complaints
* Financial Performance: Departmental Write-offs
* Client Retention
* Process efficiency
* Proactive case progressing
* Strategic Development: Proactive ideas for; Systems improvements; Customer service; Internal cultural / working environment
You will have regular one-to-one meetings with your line manager to review your performance against these objectives and identify any areas for development and/or required support.
Person Specification
Essential
* Proven performance in a similar role, including an understanding of telephony best practice & performance.
* Accountable for achieving objectives in a fast-paced environment whilst maintaining high standards of work, quality and client care.
* Excellent negotiator with strong communication skills.
* Competent working with a case management system and good knowledge of Excel and Word.
* Good attention to detail and organisational skills.
* Customer centric approach.
Desirable
* Previous experience of working in RTA OIC Portal claims environment.
* Robust - able to deal with changing circumstances and challenging situations whilst still achieving objectives.
* Team Player and acts as a role model to your colleagues, working together to achieve business and team goals.
* Maintains a positive attitude, self-motivated and uses own initiative.
* Take opportunities to develop and stretch yourself and be passionate about developing your career in personal injury.
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