Case Management Handler

Do you have a genuine desire to develop, deliver quality customer service and build a career in a fast paced, innovative, and supportive department? If so, a career with Household Claims could be for you! 

Household Claims are recruiting! The Claims department is growing, and we are looking for enthusiastic, customer centric staff to join our Wet Peril team. There are two areas in the department and both service our customers’ needs ranging from general queries on cover to dealing with accidental buildings and contents damage claims. The work is varied and involves using contents validation tools plus speaking to suppliers about various buildings claims. Always promoting the best outcome for our customers. Training will cover all areas and highlight further advancement into more technical claims. If you are looking for a new challenge in a growing department, then Household Claims can provide that opportunity.

About the role

We are looking for handlers to join our Household Claims department, where you will be responsible for dealing with customers' new or existing claim enquiries over the phone, ensuring we are working to strict deadlines and targets, and creating a positive work culture.  

Main duties and responsibilities

• Managing a caseload where you will be responsible for the claim until settlement, which will include taking inbound calls, making outbound calls to customers about the progress of their claim, negotiation, validating documents, reading supplier reports and making decisions
• Accurately checking all details of a claim after every call
• Liaising with our Third-Party Suppliers to ensure they have all the relevant information to handle a claim, chasing for responses if required, and ensuring all relevant documentation is returned to us at claim settlement
• Ensuring underwriter requirements are checked in respect of the submission of household claims
• Undertaking special projects, as required
• Meeting and exceeding departmental quality targets
• Ensuring we are treating customers fairly and always acting in a professional manner. Handlers will be responsible for ensuring that customer information is safeguarded at all times, and we must follow the Data Protection Act
• Setting up new household claims, capturing accurate information and establishing the facts of the incident from the caller

Skills Required

• A positive attitude to work and maintain general office standards
• Discipline in accordance with company procedures
• Effective time management and organisational skills
• Good written and verbal communication skills
• Attention to detail and accuracy
• A team player attitude
• The handler must be flexible to varying working hours including working evenings and weekends

Location

The successful candidate would be required to work 2 days a week at our head office in Cardiff.

Admiral: Where You Can

We take pride in being a diverse and inclusive business. It's a place where you can Be You, and show up as you are. We’re committed to fostering a people-first culture where everyone is accepted, supported, and empowered to be brilliant. You can, Grow And Progress at a pace and direction that suits you, Make A Difference for our customers and each other, and Share in Our Future with all colleagues eligible for up to £3,600 of free shares each year after one year of service.

Everyone receives 33 days holiday (including bank holidays) when they join us, increasing the longer you stay with us, up to a maximum of 38 days (including bank holidays). You also have the option to buy or sell up to an additional five days of annual leave.

We’re proud of our people-first culture. In fact, we've been recognised as a Great Place to Work for Women, a Great Place to Work for Wellbeing, and an overall Great Place to Work for over 25 years! We’re fully committed to making sure your progression is not slowed or halted by barriers related to race, gender, age, sexuality or any of the protected characteristics.

Our fantastic benefits make sure our colleagues have a great work-life balance; You can view some of our other key benefits here.

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