This role is to pro-actively handle property repairs in a manner that supports efficient and effective settlement for the customer in accordance with the relevant procedure.

To add value to the customer journey by providing sound technical advice and keeping all parties informed at key stages.

This role will also be responsible for assisting the team as a sound referral and coaching point.

 

Demonstrate RESPECT through effective communication with a wide range of people both verbally and in writing Confidence to challenge and embracing EMPOWERMENT to make decisions at all levels Commitment to work in collaboration with colleagues from different professional disciplines as ONE CRAWFORD Ability to prioritise and manage a challenging and sometimes complex workload Demonstrate active listening skills with a desire for self-development through TRAINING and / or professional qualifications Ability to thrive and show ENTREPENEURIAL SPIRIT Good numeracy, literacy and attention to detail Sound budgetary financial awareness Is committed to supporting the business work to achieve long term SUSTAINABILITY Ability to promote RECOGNITION both individually and as part of a team Basic ability to use Microsoft Office programmes (Word, Excel, PowerPoint, etc.) The role will be office based Occasional travel to other UK offices may be required. The role involves managing own caseloads from beginning to end Requirement to liaise with internal colleagues and external stakeholders – Customers, Clients, Brokers, Supplier  Demonstrates a desire to continuously improve self and others by sharing, listening and exchanging information and knowledge at all levels. Builds and maintains positive working relationships within own team and with colleagues across the business. 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.

 

 

Insurance qualification to Certificate level essential - Cert CII/Cert CILA, either completed or commitment to complete within 2 years. Previous experience in handling insurance claims is essential. Understanding of Building Construction. Knowledge of Insurance Principles Detailed understanding of Client requirements. Sound knowledge of the claims handling process. Sound technical skills to proactively manage property 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 dispute resolution handling skills to manage disputes effectively and proactively. 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 Occasional travel to other UK offices may be required. The role involves managing own caseloads from beginning to end Requirement to liaise with internal colleagues and external stakeholders – Customers, Clients, Brokers, Supplier  To pro-actively manage HNW/VIP claims in a manner that supports efficient and effective settlement for the customer in accordance with the relevant procedure. To act as a technical referral point across their team. To coach, inspire and help develop the abilities of less experienced team members To carry out audits and work with continuous improvement manager to identify any development needs and ensure they are addressed. To oversee Complaint Level 1’s for the team and ensure reported correctly and to deadlines. To oversee the Bad WIP Provision for the team and ensure reported correctly and to deadlines. To deliver a first class end to end property repairs management service – progressing repairs efficiently and fairly in a manner that supports the customer and partners our clients brand and values. To deliver excellence against the key measures of reduced duration, cost control and customer satisfaction. To understand the nature of the repairs and set a strategy for resolution understanding each individual demand and likely outcome. 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 to identify problem at root cause and adopt getting it right first time  to enhance the customer experience. To ensure that time spent adds value to the property repair lifecycle – undertake value work – right time, right place to actively control costs and reduce indemnity spend. To take sole responsibility for every case personally handled – ensure parties are kept informed and work with others to build on end to end flow. Build strong relations with colleagues, brokers and suppliers to ensure seamless case management service. Capture feedback and continuously look for systems improvement to enhance the overall case management process. To promote the Company ethics and values, focus on first principles of getting it right for the customers.