ADJUSTING APPOINTMENTS

Responsibility

• handle predominantly EL & PL claims through to settlement
• handle First Party Commercial Property claims through to settlement
• manage and settle third party impact claims which will vary in level including complex cases
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• handling Disaster, Recovery & Restoration losses
• proactively Manage Subsidence claims through to completion
• provide EL/PL claims handling and administrative support to the Head of Liability
• receive instructions from the client
• manage a caseload of claims/complaints from initial contact
• take ownership of your own caseload of subsidence claims
• be the first port of call for all parties following a motor incident
• manage your own caseload of Homebuyers Protection Insurance claims
• from a desk base you will carry out virtual site visits to assess damage
• be responsible for a caseload of claims
• act as a point of contact for clients and policyholders for any queries on their Subsidence claims
• liaise with the Insurer, Policyholder and Broker
• negotiate and settle your own portfolio of claims
• regularly update Clients, Policyholders and their agents
• record and process new and existing claims
• ensure accurate recording, tracking, monitoring of all claims are undertaken
• be part of a home-based UK team with the responsibility for your own portfolio of work
• gather all the accident information available
• handle the full lifecycle of the claim through to settlement
• gather evidence and factual detailed information supported by site notes, photographs, witness statements etc
• manage your own portfolio of subsidence claims by delivering an exceptional customer experience
• investigate allocated claims, looking at evidence, liaising with all relevant parties, and determining liability
• work within weekly/monthly targets as a team
• assess liability, negotiate and settle claims
• assist the field team in completing, reports, tasks and answering calls where necessary
• liaise with all relevant parties including the Lloyds of London Market
• investigate claims thoroughly within agreed timescales liaising with policyholders, insurers and private customers
• support the Subsidence Specialist by instructing site investigations, CCTV surveys, basic crack and/or level monitoring, arborist reports and specialist subsidence suppliers
• accurately record all information on the client’s systems
• liaise with customers, clients and suppliers
• engage with the customer to consider the impact of the claim and advise the claims stages and expectations
• maintain diary systems, produce client reports/letters
• provide assistance on site on occasion, including minute taking of meetings, preparation of the action plan, taking statements/photographs etc as directed
• where appropriate refer to a field adjuster for site investigation to establish how the loss occurred
• manage your own caseload
• carry out general administration duties as and when required
• ensure all contact with parties involved in the claims process is made within SLA's
• proactively ensure customer claims are resolved within agreed timescales
• interpret specialist reports, monitoring and tree works quotes
• be calm and empathetic and understanding whilst guiding the caller through the claims process and what to expect
• be responsible for the pivotal part of the customer journey
• make decisions regarding policy liability
• liaise with contractors and other relevant external suppliers
• accurate daily time recording, delivering a high proportion of chargeable hours demonstrating technical competence
• gather all necessary evidence and relevant documentation including repair estimates, invoices etc
• liaise with Policyholders, Clients and all relevant parties ensuring they are kept up to date within agreed timescales
• take steps to mitigate the damage and to minimise the disturbance caused to customers
• managing identified and reported problems within set timescales to ensure adherence to group processes
• gather all relevant information/evidence i.e., photographs, statements and documentation
• analyse information gathered during an investigation and assess validity
• ensure your cases meet all required SLA's and the claims progress is efficient
• engage with clients, customers and suppliers via email, telephone and a bespoke messaging service
• maintain communication between various parties ensuring a successful claims outcome
• determine appropriate action for resolution
• handle complaints
• manage your own caseload and management of the claim, providing a world-class customer service
• maintain a high level of personal competence
• to undertake litigation management
• work in partnership with partners, contractors and all internal stakeholders to ensure efficient handling of claims
• handle all policy queries and ensure correct application of policy terms
• effectively prioritise your workload whilst working with a high level of autonomy
• provide a high level of technical and quality commitment
• negotiate settlement where appropriate
• keep control of the indemnity cost and speed of the settlement for your own portfolio
• actively promote the principle of Treating Customer Fairly
• assist in the implementation of relevant fraud detection investigations and to facilitate the handling of all claims from end to end
• monitor and report on claims data
• handle complaints and ensure they are dealt with correctly
• build a rapport and a positive relationship to help manage customer expectations
• utilise the latest technology available to execute the role
• process and record all activity within strict timescales
• respond to requests and tasks set by the Team Leader or Head of Subsidence and Surveying
• be a key point of contact for customers with open claims
• make assessments to establish the extent and value of domestic and commercial damage and repairs
• work on complaint resolution ensuring all details are recorded resolved within strict timeframes
• quickly respond to queries that arise
• be able to manage incoming and outgoing correspondence and complete case enquiries as directed by the adjuster, but with the confidence and technical ability to work without direction where appropriate
• dealing with all perils primarily from escape of water, flood and fire up to £50k with involvement of losses up to £1m

Requirements

• you will manage a day to day workload of insurance claims from start to finish
• liability/Casualty Claims Handling experience through to settlement
• visit the JobsAware website for information and to get free, expert advice for safer work
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• there is a dedicated induction programme with continuous training through coaching and buddying
• property Claims Handling experience - essential
• ideally have experience within the Construction sector
• working hours are Monday to Friday 35 hours per week
• some Construction industry experience/knowledge would be an advantage
• experience of the Lloyds of London Market and their systems
• have a proven track record of exhibiting a professional and personal approach when dealing with customers
• excellent communication skills both verbal and written
• the ability to make decisions, plan and manage each claim through to settlement

Earnings for position claims handler

Responsibility

• act as a first point of contact for clients and policyholders for any queries on their Subsidence claims
• day to day effective management of instructions under your control; excellent communications with policyholders and any other relevant individuals
• administration of new claims including receiving instructions, issuing acknowledgments, setting up files and undertaking risk screening and triaging
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• work on a one to one basis with the loss adjusters
• manage your own portfolio of subsidence claims by delivering an exceptional customer experience
• work closely with Adjusters to assist with the investigations and validation enquiries
• maintain electronic files to a high auditable standard, including preparation of claim documentation as required
• maintain task diary systems, produce client reports/letters
• undertaking onsite inspections, cleaning of fire damaged buildings and contents and removal of debris
• manage the lifecycle of the claims to drive dairy management and support the management of claims through to conclusion
• manage incoming and outgoing correspondence and complete case enquiries as directed by the adjuster
• communicating with customers, contractors and insurer clients over the telephone, email and in writing
• liaise with contractors and other relevant external suppliers
• ensure work is carried out and completed in the shortest period possible and maintained as such until the claim is concluded
• oversee Adjuster caseloads
• managing third party companies to achieve vegetation removal and drain repairs to mitigate the cause of subsidence damage
• provide assistance on site on occasion, including minute taking of meetings, preparation of the action plan, taking statements/photographs etc as directed
• liaise as required with the Insured, Insurers, Brokers and all relevant stakeholders, becoming a point of contact
• update and create building repair scopes using in-house schedule of rates
• undertake triage assessments and reporting accordingly
• help with the production of technical reports for Adjusters
• assess contractor estimates
• maintain safe working conditions in line with H&S requirements and regardless of location
• ensure time reporting and billing is compliant
• negotiate cash settlements for repairs with policyholders
• to ensure that all company property is kept clean, tidy and maintained to the correct safety standards
• invoicing
• manage panel contractors, controlling repair schedules and costs
• work closely with the first response, surveying and claims teams to ensure that all instructions are acted on in a timely manner and in line with any KPI or SLA as required
• to wear corporately identified clothing provided as required by the business
• any other ad hoc work as required
• settling claims under delegated authority
• prepare reports as required
• maintain claims files to a very high standard ensuring that all documents, photographs and communications are accurately recorded for audit, complaints analysis and client review
• undertake any training or CPD or as required by the business
• to work on an on call or shift-based rota ensuring business needs are met
• carry out any other reasonable management instruction

Requirements

• this is a technical assistant role
• demonstrate great communication and organisation skills
• ability to demonstrate a high standard of customer service
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• computer literate, with excellent verbal and written communication skills
• ability to thrive in a fast-paced target driven environment
• A global leader within the Loss Adjusting Industry and renowned worldwide for being passionate about what they do are now seeking a talented Claims Technician/Adjusting Executive to join a highly successful Private Clients team
• positive attitude and be a flexible, self-motivated team player
• attention to detail and ability to assess and resolve problems and find solutions
• previous subsidence/buildings insurance claims experience OR trade experience OR be a graduate building surveyor

Earnings for position technician

Responsibility

• attend site visits within your geographical region to assess risk and make claim assessments
• provide direction, technical control and decision making on a portfolio of subsidence repairs
• provide technical support as required for building damage elements of claims and first stage support to the customer services team
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• to understand the scope of repairs on site and set a strategy for completion understanding each individual demand and likely outcome
• be a focal point for the subsidence team in relation to technical aspects of the repair
• evaluate buildings claims from Surveyor reports and/or other relevant information to validate the claims
• to really understand what matters to the customer and put this first
• provide assistance on first site visits/diagnosis and attend 2nd visits/trouble shooting on existing subsidence cases
• progress and update Buildings Insurance Claims including updating reserves, cash settlement payments, contractor instructions and closing claims as required
• ensure all planning, Building Regulations, Party Wall and CDM issues are addressed
• build relationships with existing suppliers and clients
• identify cases with high potential for cost savings or repudiation and arrange site visits
• to prepare initial appraisal reports with cost recommendations
• write clear and accurate repair specifications
• take ownership for and manage all technical aspects of the repair phase process
• undertake joint site visits with Complex Loss Claims Handlers and liaise directly with the policyholders
• make final decisions of all schedules of repair and develop the project, working closely with the subsidence team
• validate customer invoices/quotations using Xactware as required
• to manage the performance of contractors in order that the repair phase of subsidence claims progresses efficiently and fairly in a manner that supports the customer and partners our insurance clients brand and values
• take full ownership of the management of the technical elements of the repair process
• assist with the audit and oversight of the Surveyor network and Contractors with Regional Technical Surveyors and Supply Chain Manager assistance
• motivate and help develop the team and lead by example
• to develop, manage and maintain relations with internal and external parties to ensure customer demands are met fully
• to promote the Company ethics and values, focus on what matters to the customer and promote clients insurance brands
• to prepare repair schedules and specifications; undertake pre-contract meetings and contract supervision, ensuring that a high standard of records are kept of meetings, inspections and discussions which have taken place
• 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
• liaise with approved building Contractors to review Contract variation: joint site visits to be arrange as required
• to ensure that time spent adds value to the claim's life-cycle - undertake value work - right time, right place to actively control costs and reduce indemnity spend
• to take sole responsibility for the repair phase of every claim personally handled - ensure parties are kept informed and work with others to build on end to end flow

Benefits

• company car

Earnings for position surveyor

Responsibility

• actively manage existing Client partnerships and cross sell
• identify new business opportunities
• manage relationships through account planning and management
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• play a major role in complex negotiations including commercial terms, pricing reviews, operating models and legal contracts
• establish each partner, KPI's for business development and profitability, including Business Plans, Sales & Marketing Plans, Budgets and Forecasts
• monitor aged debt
• be involved in setting strategy and direction for development of allocated business partners
• co-ordinate surge/event management
• play a key part in the Management of Customer success
• monitor all complaints
• communicate client priorities to key stakeholders through meetings and/or ad-hoc briefings
• attend networking events to actively promote the business

Requirements

• nebosh Qualified and or L6 equivalent
• nebosh Construction
• qualified IMaps Principal Designer
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• construction Experience
• membership of one or more Professional bodies relevant to the role
• good investigative skills
• excellent report writing with attention to detail
• persistent approach
• excellent temperament

Benefits

• company car

Earnings for position manager

Responsibility

• support the Technical Claims Lead in the day today claims audit and monitoring of the TPA provider and Supply Chain
• you will help and assist measure first rate customer experience and control of indemnity spend
• you will measure first rate customer experience and control of indemnity spend
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• help and assist carry out financial movement audits of TPA and Supplier claims files
• carry out financial movement audits of TPA and Supplier claims files
• review and respond to non-delegated authority claim referrals from the TPA team and Supply Chain
• review and respond to technical claims referrals from customer relations associated with customer complaints
• support the Technical Claims Lead and Senior Technical Claims Auditor in the day to day claims audit and monitoring of the TPA provider and Supply Chain
• targeted audits of the claims process, perils and handling practices to troubleshoot, identify trends or improvement opportunities
• there will be a strong focus on both the financial performance of the service and the wider operational handling and service delivery
• look at closed and ongoing file audits including review of financial performance, performance against SLA's, adherence to policy T&C's, review of proactivity in handling and treating customers fairly and review settlement methods
• look at closed and ongoing file audits including review of financial performance, performance against SLA’s, adherence to policy T&C’s, review of proactivity in handling and treating customers fairly and review settlement methods
• assist the Technical Claims Lead and Senior Technical Claims Auditor in oversight of the TPA team and suppliers handling the claims to ensure the required quality and experience is in place
• assist the Technical Claims Lead in oversight of the TPA team and suppliers handling the claims to ensure the required quality and experience is in place

Earnings for position auditor