Job Introduction
Job description:
We are the leading national independent auction group, led by quality people, driving the future of the remarketing industry through leading results, innovation, investment, excellence in technology and exceptional service.
Our mission is to bring new perspectives, energy and more innovative ways of working to extend our value within the automotive industry.
We are looking for an enthusiastic Claims Handler to join our busy team in Wakefield.
Principal Responsibilities
* Administer the end to end claims process.
* Be responsible for the proactive management of a caseload to avoid unnecessary litigation and ensure effective resolution.
* Work with Auction Centre Managers and Head of Buyer Experience to determine appropriate actions for the resolution of the case.
* Ensure that claims are handled in the correct manner, in accordance with cover and legal liability and ensure compliance with company policy.
* Create accurate reporting.
* Provide exceptional levels of customer service.
Key Performance Indicators
* Be an effective member of the claims function.
* Ensure all claims are logged, tracked and resolved in a timely manner.
* Consistently carry out administrative tasks with a high level of accuracy & attention to detail at all times.
* Provide excellent customer service.
Key Success Factors
* Support the development and implementation of best in class claims processes and systems.
* Adopt a continuous improvement approach.
* Build strong relationships.
* High level of accuracy with data entry.
Administer the end to end claims process.
* Manage a portfolio of claims from cradle to grave, ensuring the customer's requirements and expectations are properly framed and understood.
* Be responsible for the proactive management of a caseload to avoid unnecessary litigation and ensure effective resolution.
* Prioritise claims, ensuring urgent matters are managed efficiently to ensure that we provide customers with a high-quality claims service that strives for excellence and deal in a cost-effective manner.
* Work with Auction Centre Managers and Head of Buyer Experience to determine appropriate actions for the resolution of the case.
* Ensure that claims are handled in the correct manner, in accordance with cover and legal liability and ensure compliance with company policy.
* Obtain all necessary evidence and relevant documentation.
* Ensure a consistent approach to client claims.
* Manage clear communications with our customers and a variety of third parties, both verbal and written communication including letter writing.
* Proactively use the telephone to engage with external parties in order to move the claim on.
* Negotiate the settlement of claims within the delegated authority.
* Ensure that all SLA's are met and exceeded.
* Ensure all supporting administrative tasks are completed.
* Remain GDPR compliant consistently.
Create accurate reporting.
* Compile summary reports for claims and ensure costings are approved within agreed parameters.
Create management information as required.
Supporting with auditing as required.
Provide exceptional levels of customer service.
* Always provide excellent customer service, contributing to being a market leading claims function.
* Build and maintain effective working relationships with intermediaries, customers, and suppliers.
* Ensure prompt and clear communication of claim decisions.
Required Skills and Experience
* Strong interpersonal & communication skills.
* Strong active listening skills.
* Strong negotiation skills.
* Proven experience of delivering. exceptional service at all levels.
* Proficient in MS Office packages.
* Ability to work under pressure.
* Technical knowledge of motor vehicles preferred but not essential.
Required Personal Attributes
* Integrity & honesty.
* Self-motivation & self-discipline.
* Ability to multi-task
* Reliability.
* Maintains focus on business and results.
* Well organised.
* Embraces change & innovation.