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. • 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