Administrative

☞ Commercial Services Trading Ltd

View: 109

Update day: 07-05-2024

Location: Winchester South East

Category: Administrative / Clerical / Assistant

Industry: Nonprofit Organization Management Education Management Staffing Recruiting

Position: Entry level

Job type: Full-time

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Job content

Job Purpose

Our Claim Investigation Officers are responsible for two very different aspects of our highways legal process. In litigation, officers are responsible for processing and investigating claims being made against Hampshire Highways, whereas in financial recovery, officers will be reclaiming the costs incurred when a 3rd party damages our property. Although achieving a different end goal, the responsibilities, skill set, and process are the same.

As a Claim Investigation Officer you will be required to critically assess the validity of the information held. From that point, you will be required to interrogate the history of the incident in order to identify a factual account of events and build up a full picture. You will need to be able to quickly summarise complex information and answer queries on this information if required. You will need to manage and co-ordinate your own work tasks with the wider team to ensure the most efficient approach is taken.

Main Responsibilities
  • Consult a range of data sources and knowledge holders to identify a correct course of action when undertaking detailed processing for new and existing enquiries.
  • Take ownership to critique information provided and the enquiry journey at all points, to challenge appropriately and ensure an efficient resolution at every stage
  • Prioritise the processing of enquiries against targets, cost, location and political sensitivity
  • Review and report on your service and related procedures, and provide ideas to build into the culture of continuous improvement
  • Review and summarise complex information to outline a factual timeline of events
  • To identify own knowledge gaps and provide feedback to improvement officers for the development of tools and resources.
  • Draft bespoke communications when required and identify where standardised communications could further team efficiencies
  • To work closely with other teams within Hampshire County Council to resolve queries.
  • Help to embed business process changes into HOC, as necessary
  • Support a one-team ethos across HOC, Skanska and the Highway Depots.
Essential

Qualifications
  • A minimum of GCSE or equivalent in English and Maths
Desirable

Qualifications
  • Business Administration/Management Qualification Level 2
  • Customer Service Qualification Level 2
Essential

Knowledge, Skills And Experience
  • Experience of working in a fast-paced customer focussed environment
  • Ability to adapt to fluctuating workflows and prioritise accordingly
  • Experience of communicating with customers to clarify information, relay outcomes and resolve queries
  • Experience in investigating and resolving complex customer queries
  • The ability to take ownership of a customer enquiry at any point, in order to add value and ensure an efficient resolution
  • Experience of communicating detailed information
  • Ability to use computer-based information systems to extract, analyse and manipulate technical and other relevant data
  • Good communication skills and ability to adapt style to meet the needs of the intended audience.
  • Good telephone manner and confident when speaking to customers
  • Able to critique own work and that of colleagues in a constructive manner
Desirable

Knowledge, Skills And Experience
  • Experience of processing insurance claims
  • Knowledge of the role of highways services
  • Knowledge of Confirm or experience of using another electronic enquiry management system.
  • Experience of IT systems and packages, including data analysis tools such as GIS
Connect2Hampshire, part of Hampshire & Kent Commercial Services LLP, is an equal opportunities Employment Agency & Business and positively encourages applications from all suitably qualified and eligible candidates.
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Deadline: 21-06-2024

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