Household Claims Case Management Handler

About the role

We have a fantastic opportunity for you to join our Complex Claims department here at Admiral, dealing with Escape of water claims! 

We’re looking for people to join our Case Management Team to support our customers when they need us most. You will be dealing with Escape of water claims with a value of between £10,000 and £50,000. You will be responsible for ensuring our customers are looked after from the moment we receive their claim to the point at which their claim is settled. 

This is a fast-paced environment. You will be supporting our customers who have suffered damage to their home. This will be a worrying time for many of our customers and the role requires you to support them through this process, advising them on the steps involved throughout the process, ensuring that their case is progressed to settlement in a timely and effective manner whilst ensuring a high level of customer care throughout.

Telephone contact with our customers is an important aspect of the role, you will be discussing the position of the case with them, answering any questions they may have and providing advice on the various aspects of the case and evidencing the damage their home has sustained. This will include obtaining quotes and evidence from our suppliers to confirm the damage the home has sustained. You will be expected to provide advice on the damage, the cause and the desired outcome to which the customer is entitled in conjunction with their policy terms and conditions.

You will have a caseload for which you have primary responsibility, with supervision from your Team Manager and Senior, who you will report into. We set out service level agreements which our customers can expect us to adhere to in responding to their calls, emails, messages or post, ensuring the customer feels supported and updated throughout their case. The role requires time management skills, a willingness to learn, good organisational skills, a genuine passion to deliver the best level of service for our customers and the ability to develop good working relationships with our customers, our suppliers, your team and the rest of the business.

Whilst relevant household claims experience is desirable, it is not essential and full relevant training will be provided to all successful applicants.

Main Responsibilities:

• Ability to prioritise and manage a case load.
• Proactively reviewing policy terms and conditions to understand what is covered.
• Liaising with suppliers
• Reviewing reports & valuing claims.
• Checking and confirming scopes
• Considering outcomes and taking a pragmatic approach to settlements.
• Great telephone manner.
• Good negotiation skills and the ability to make decisions.
• Be innovative and creative to think outside the box to overcome challenges faced in Escape of Water claims.
• A strong team ethos and willingness to engage.
• A positive attitude and willingness to learn.
• Good initiative and ability to meet deadlines.

About you:

You will be a hardworking, forward thinking and enthusiastic individual who has a genuine interest in providing the highest level of customer care in a fast-paced, technical environment. Telephone skills are an essential part of this role, as this is the most effective and efficient method of communicating with our customers and suppliers to progress your claims.

You will have an interest in ‘wet Peril claims’ and be looking to advance your career and develop your skills in an exciting and dynamic department. Being a team player is important to us and a ‘can do’ attitude is essential.

Requirements:

• Experience of handling Household claims is helpful but not essential.
• You must have a genuine willingness to learn new skills and approaches to tasks.
• Numeracy, literacy and IT skills are vital, and you will need to be a great communicator.
• Whilst you will be supported in your role, you will need to be able to manage your time effectively, ensuring adherence with service level agreements and deadlines.
• Being able to prioritise your work in what can be a busy environment will be essential.
• A large part of the role is solving problems and so the ability to weigh up various approaches and then action the appropriate solution will be essential.
• You should be as enthusiastic about delivering great service as we are. The desire to perform to the best of your abilities will be indispensable when you join the team here at Household Claims.

Salary, Benefits and Work-Life Balance

We do not have a set salary for this position, as it will be dependent on the successful candidate’s experience. We are happy to see CVs from all candidates who meet the requirements and will be happy to discuss the remuneration package.

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to Work For in the UK. 

All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

You can also view some of our other key benefits here.