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Head of Operations at National Breakdown
To help provide a leading professional claims service to all National Breakdowns customers and clients. To effectively manage claims and customer queries in line with company and industry standards and regulatory requirements.
Key Duties & Responsibilities
• Record and correctly validate all incidents received within the parameters of the prescribed limits of the relevant scheme / product
• Pro-actively manage all incidents through to settlement – checking ongoing incidents continuously
• Provide appropriate and accurate reserving on all claims at all times
• Provide detailed notes on all actions taken on each claim
• Liaise effectively and develop a positive value based relationship with all suppliers to provide the best solutions / outcome for the customer
• Always provide professional communication with internal and external customers
• Effectively manage any customer complaints or queries
• Adhere to company service level agreements at all times
• Strive to create an ethos of customer centricity and to treat customers fairly
• Liaise with a customer to keep them informed on the progress of the claim
• Work as part of a team, seeking out opportunities to drive the company forward
• Assisting your colleagues in their role where possible as instructed by your team manager
• Incur no subjective or objective leakage
• Identify improvements in claims processes and policy wordings where appropriate
• Complete technical and regulatory training as directed to by your team manager
• Adhere to all industry based compliance and regulatory requirements
• Achieve own and assist with the teams objectives and KPI’s as advised by your team manager
• Complete daily, weekly or ad hoc tasks as allocated
• Work shift rotation in accordance with monthly shift pattern and show a willingness to cover colleagues when requested to by your team manager
Experience Skills & Knowledge
• Excellent verbal and numerical skills
• Have good computer literacy and keyboard skills
• Objective approach to problem solving
• Clear, professional and accurate communication skills
• Demonstrate empathy and understanding to a customers responses to all decision made throughout a claim
• Ability to be able to work under pressure
• Logical and organised
• Commitment to self development
• Demonstrate own business acumen and areas you have developed yourself. Seeking out opportunities to further develop your experience and knowledge
• Ability to work part of a team, willingness to take on new roles and responsibilities
• Demonstrate confidence, enthusiasm, flexibility, resourcefulness and initiative
• Fluent in European languages, such as French, German, Italian or Spanish would be beneficial
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Other
Job function
* Job function
Finance and Sales
* Industries
Insurance
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