Property Claims Handler (Part-time Evenings)

Property Claims Handler - Halesowen / Birmingham


Davies are looking to recruit an experienced Property Claims Handler / Customer Service Advisor to join the NPA team in Halesowen. You’ll ideally have experience in a ‘First Notification of Loss’ (FNOL) team for an insurer/claims handler or have experience in a contact centre environment.


The hourly rate for this role is from £8.92 with an average 32.5 hours per week.


Shift times are 16:30pm - 23:30pm. We operate 365 days per year, so there is a requirement to work on weekends and Bank Holidays on a rota basis.




Main Duties & Responsibilities:




Respond to inbound calls from home emergency insurance customers
You will be extremely customer-focused and can think on your feet, being comfortable working to targets and KPIs in a friendly and professional call centre environment
Supporting the customer through the journey of their claim from initial notification to resolution
You will be responsible for validating the policy-holder, diagnosing the issue and deploying the most appropriate trade contractor, keeping the customer informed throughout.
You will also take excess policy payments, arrange boiler services and negotiating with contractors.




Skills & Experience:


Excellent telephone manner
Demonstrates attention to detail in all tasks and delivers excellent customer service
Self-motivated and engaged
Must have previous customer service experience within a regulated contact centre environment
Ideally have experience in a ‘First Notification of Loss’ (FNOL) team for an insurer or claims handler
Positive and self-confident approach when dealing with our customers, professionally and tactfully managing the call to achieve the best outcome
Ability to use ‘soft skills’ such as empathy, tact, assertiveness and diplomacy demonstrating understanding that our customer could be distraught and concerned following an incident
PC literate with excellent administrative skills




What We Offer:


Pension – contribution matched up to 5%
Life Assurance (2 x basic salary)
Free Headspace membership
Eye Test Vouchers
Access to Employee Assistance Programme
Access to training and professional qualifications





Who Are We?


We are a busy nationwide 24-hour home emergency specialist, operating 365 days a year to support our customers: receiving 440k inbound calls and making 340k outbound calls annually. We deliver professional customer service, to ensure that emergency property issues are resolved at the first point of contact, receiving first notification of loss, resolving insurance claims and deploying trade contractors. Our goal is to achieve less than 5% abandoned rate with 80% of calls answered in 20 secs.




So, are you a Davies person?


We’re looking for individuals who share our passion, and want to play a part in shaping our future. Being a Davies person means being part of our exciting journey.

As we continue to grow and diversify it’s crucial to us that all Davies colleagues stay true to our “Big IDEA”: to Inspire, Deliver, Empower and Aspire. These values remain the cornerstone of what we do.




Interested?




Please click ’Apply Now’ to submit your application, and for further information about NPA, a Davies Group company please visit here.