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.
* Seniority level: Entry level.
* Employment type: Full-time.
* Job function: Other.
* Industries: Insurance.
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