Purpose of the Role
The Junior Claims Assistant provides administrative and operational support to the Claims Team, helping to ensure claims are progressed efficiently and accurately throughout their lifecycle.
Working closely with Desktop Adjusters and other members of the wider claims operation, the role will assist with the day-to-day administration of claims, monitoring and escalating outstanding actions, obtaining information and ensuring claim records are kept accurate and up to date.
This is a developmental role designed to provide a strong grounding in property claims and Acumen's processes. Previous claims or insurance experience is not required, and full training and support will be provided.
Key Responsibilities
Claims Administration & Support
- Assist Desktop Adjusters with the day-to-day administration and progression of claims.
- Set up new claims accurately on the claims management system, ensuring all available information and documentation is recorded correctly.
- Complete administrative actions and tasks as directed by the Claims Team.
- Request and obtain outstanding information from customers, contractors, surveyors and other relevant parties.
- Assist with the preparation and issue of routine claim correspondence.
- Ensure claim notes clearly record actions taken, information received and outstanding requirements.
- Support the team with general claim administration as required.
Claim Progression & Task Management
- Monitor outstanding tasks and diary actions to help ensure claims continue to progress.
- Chase outstanding reports, quotations, documentation, approvals and other information where required.
- Follow up actions with internal teams and external suppliers and escalate delays or issues to the relevant Desktop Adjuster.
- Identify claims where actions are overdue or progress has stalled and bring these to the attention of the appropriate team member.
- Assist the team in maintaining regular contact and progressing agreed next actions.
- Support Desktop Adjusters in managing their workloads and outstanding actions.
Customer & Stakeholder Communication
- Communicate professionally and empathetically with customers, contractors, surveyors, insurers, brokers and other stakeholders.
- Make outbound calls where required to obtain information or provide straightforward updates.
- Accurately record relevant telephone conversations and correspondence on the claim file.
- Ensure queries outside the authority or knowledge of the role are referred promptly to the appropriate Desktop Adjuster or manager.
- Maintain a professional and helpful approach in all customer and stakeholder interactions.
Technical Development
- Develop an understanding of the property claims lifecycle and the roles of the different parties involved.
- Build knowledge of common insured perils and basic insurance terminology.
- Develop an understanding of policy cover, excesses, limits and claim documentation.
- Learn how Acumen's operational processes, service levels and client requirements apply throughout the lifecycle of a claim.
- Work alongside experienced colleagues to develop practical claims knowledge and understanding.
- Take responsibility for ongoing learning and development with the aim of progressing towards increased claims responsibility.
Quality, Compliance & Governance
- Maintain accurate and contemporaneous claim records on the claims management system.
- Ensure all documentation and correspondence is stored correctly against the relevant claim.
- Follow Acumen's procedures, client requirements and agreed service standards.
- Handle customer and claim information in accordance with data protection and confidentiality requirements.
- Complete allocated actions within required timescales and escalate where this cannot be achieved.
- Identify and escalate complaints, vulnerabilities or potential risks in accordance with company procedures.
- Support the delivery of fair customer outcomes and the principles of Consumer Duty.
- Participate in training, coaching, quality assurance and performance reviews.
Skills & Attributes
- Good written and verbal communication skills.
- Good attention to detail and a methodical approach to tasks.
- Confident communicating with different people and willing to develop telephone-based customer service skills.
- Comfortable using computers and willing to learn new systems.
- Able to work effectively as part of a team.
- Organised and able to work through allocated tasks.
- Willing to ask questions and seek guidance when unsure.
- Keen to learn and develop new skills.
- Positive and professional approach to work.
- Reliable and willing to take responsibility for completing allocated tasks.
No previous insurance or claims experience is required. We welcome applications from candidates at the beginning of their career, including school or college leavers.
Personal Qualities
The successful candidate will be:
- Organised, proactive and reliable.
- Naturally inquisitive and willing to ask questions.
- Confident communicating with others.
- Customer focused with a professional and empathetic approach.
- Able to recognise when something requires escalation and seek guidance when needed.
- Keen to learn and develop their knowledge.
- Able to work collaboratively and support colleagues across the wider team.
- Comfortable working within a busy team environment.
- Conscientious and committed to producing accurate work.
Development within the Role
The Junior Claims Assistant role is intended to provide a structured introduction to property insurance and the Acumen way of working.
Training and support will be provided to develop the individual's understanding of claims, customer service, systems and insurance principles.
As knowledge and confidence develop, the individual may be given increased responsibility for straightforward claim activities under appropriate supervision. The longer-term objective is to provide a development pathway into a Desktop Adjuster role, subject to individual capability, performance and business requirements.
Pay: Up to £30,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Health & wellbeing programme
- Life insurance
- On-site parking
- Referral programme
- Sick pay
Work Location: In person
