Job Description
Concept Claim Solutions is looking for an organised, proactive and customer-focused Internal Property Claims Handler to help manage and progress a growing portfolio of domestic property insurance claims in Macclesfield & South Manchester Areas where our franchise is based
The position will be mainly home-based, with occasional face-to-face meetings in North Manchester to review cases and discuss claim progression.
You will work closely with the business owner & Director and act as an important point of contact between policyholders, loss adjusters, insurers, surveyors and contractors.
The primary purpose of the role is to ensure claims continue progressing, communication is maintained and policyholders receive an excellent level of service throughout what can often be a stressful and difficult experience.
This is not simply an administrative position. We are looking for somebody who will take responsibility for following up outstanding matters, maintaining momentum and helping to keep claim lifecycles to a minimum.
Key responsibilities
- Manage and progress a portfolio of domestic property insurance claims.
- Communicate regularly with insurers, loss adjusters, surveyors, contractors and other parties involved in each claim.
- Contact relevant parties by telephone and email to chase outstanding information, decisions, reports, appointments and payments.
- Provide policyholders with clear and regular updates regarding the progress of their claims.
- Ensure policyholders understand what is happening and what the next steps will be.
- Liaise closely with the business owner regarding claim progress, challenges and required actions.
- Maintain accurate and detailed claim notes on the company’s internal CRM system.
- Update claim records promptly following telephone conversations, emails, meetings and site activity.
- Draft clear, professional and appropriately worded emails to insurers, loss adjusters, contractors and policyholders.
- Monitor outstanding actions and follow up matters proactively rather than waiting for updates.
- Liaise with contractors regarding surveys, quotations, schedules of work and the progress of reinstatement works.
- Maintain spreadsheets, claim trackers and other internal management information.
- Organise documents, reports, photographs, estimates, correspondence and supporting claim evidence.
- Assist with arranging appointments, meetings and site visits where required.
- Identify delays, communication issues or potential problems and escalate them appropriately.
- Provide general administrative support connected with the management of property insurance claims.
- Help deliver an efficient, professional and supportive service to every policyholder.
About you
The successful candidate will be organised, confident and comfortable managing a number of different claims and priorities at the same time.
You will need to be proactive and persistent while remaining polite and professional. You should be comfortable picking up the telephone, asking for updates and ensuring agreed actions are completed.
You will also understand that many policyholders are dealing with significant disruption to their homes and may be worried, frustrated or vulnerable. Empathy, patience and clear communication are therefore essential.
Essential skills and experience
- Strong written and verbal communication skills.
- Confident and professional telephone manner.
- Excellent customer-service skills.
- Strong organisational and time-management abilities.
- Ability to manage multiple cases, deadlines and outstanding actions.
- Good attention to detail and accurate record keeping.
- Ability to write clear and professional emails.
- Comfortable working independently from home.
- Proactive approach to chasing information and progressing cases.
- Competent using Microsoft Outlook, Word and Excel.
- Experience updating CRM systems, case-management systems or similar databases.
- Ability to work closely with the business owner while also using initiative.
- A reliable home internet connection and suitable home-working environment.
Desirable experience
- Previous experience handling property, household or buildings insurance claims.
- Experience working for an insurer, loss adjuster, claims-management company, broker, building contractor or property-repair business.
- Understanding of escape-of-water, fire, flood, impact and other domestic property claims.
- Experience liaising with loss adjusters, insurers, surveyors and contractors.
- Familiarity with reinstatement works, schedules of work, quotations and claim settlements.
- Experience supporting customers who may be distressed or vulnerable.
Previous claims experience would be advantageous, although applications will also be considered from candidates with strong transferable experience in insurance, property, construction, case management or customer service.
What we are looking for
We are particularly interested in somebody who:
- Takes ownership of their workload.
- Does not allow outstanding actions to drift.
- Communicates clearly and regularly.
- Builds positive relationships with policyholders and professional contacts.
- Remains calm and professional when dealing with difficult conversations.
- Can identify what needs to happen next and take appropriate action.
- Understands the importance of excellent customer service.
- Wants to play an important role within a growing business.
Working arrangements
The role will be mainly home-based, although occasional meetings will be required in the Greater Manchester area to review cases and support the continued development of the business.
We are open to either:
- A full-time appointment; or
- School-friendly hours of approximately 9:00am–3:00pm, Monday to Friday.
Some flexibility around hours may occasionally be required to accommodate policyholders, contractors or claim-related appointments.
Pay: £15.00-£16.00 per hour
Application question(s):
- how many years experience dealing in property claims?
Location:
Work Location: Hybrid remote in Bolton BL4
