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senior customer service representative jobs near birmingham

Senior Claims Handler - Commercial & Schemes

Howden Group Holdings -
Birmingham

Apply Now

Job details

Full-time

Qualifications

GCSE
Customer relationship management
Communication skills
Certificate in Insurance
A Level
Negotiation

Full job description

Who are we?

Howden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries.

People join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities – work / life balance, career progression, sustainability, volunteering – you’ll find like-minded people driving change at Howden.

At Howden, Commercial & Schemes, commercial insurance isn’t just what we do – it’s who we are. We support our clients through the complex landscape of commercial risk. We understand the diverse needs of businesses from large corporates to emerging ventures, meticulously crafting bespoke solutions to empower businesses to navigate uncertainty and achieve unwavering growth. Our depth of commercial insurance expertise allows us to protect client’s assets and fuel their progress. When our clients prosper, we celebrate success with them; when challenges arise, we provide unwavering support.

We are seeking a Senior Claims Handler to join our established Claims team and be responsible for delivering a quality and efficient claims service to clients.

Please note this is a full-time, permanent opportunity. You will be based in our Birmingham office 2/3 days per week on average.

Overview:

Managing end to end claims process regardless of size (also managing the larger, more sophisticated, or contentious claims arising with brokerage clients from investigation, evaluation, negotiation to the settlement of insurance claims)
To provide assistance and advice on large or complex transit losses and providing assistance to investigate any case law / relevant facts which aide satisfactory settlement and conclusion
Utilise extensive knowledge of insurance policies, coverage types, and claims procedures to accurately assess and adjudicate claims within established timelines and guidelines
Collaborate closely with internal departments and external vendors and other stakeholders to ensure timely and efficient resolution of claims
Analyse claims data, identify trends and develop strategies to mitigate risk and build reports, reduce claim frequency, and improve overall claims management processes
Provide leadership, guidance and mentoring to the Claims Handlers and other junior team members to cultivate a culture of excellence and accountability and continuous improvement
Develop and maintain positive relationships with clients, brokers, insurers, loss adjusters/ assessors/ third party legal representatives and industry partners to improve the customer satisfaction and loyalty
Stay abreast of industry trends, regulatory changes, and emerging technologies to drive innovation and make better informed decisions
Prepare and present reports & presentations, highlighting key performance indicators
Visit clients in the event of a loss, to investigate the surrounding circumstances and build a robust claim to that brings a swift, favourable conclusion
Negotiating with insurers to obtain the best possible settle terms under the terms of the policy
Act as an advocate of the claims function and settlements

Knowledge:

Strong understanding of insurance policies, coverage types, and claims procedures (essential)
Good experience and knowledge in commercial claims is essential for this role.
Brokerage experience (essential)
Strong client relationship management experience (essential)
Understands general and legal principles of insurance
Understands the relevant regulatory and legal frameworks

Skills:

Excellent analytical, problem-solving skills and decision-making skills (essential)
Outstanding communication, negotiation, and interpersonal skills (essential)
Customer focused approach (essential)
Ability to work independently, prioritise tasks, and meet deadlines in a fast-paced environment
Confident, assertive, and resilient under pressure
Able to provide constructive feedback, coaching, and mentoring to support the professional growth of junior team members (essential)
Ability to adapt to diverse personalities, perspectives, and cultural backgrounds, fostering inclusive and collaborative work environments
Experience in compassionate care by providing emotional support, guidance, and encouragement to clients in difficult or distressing situations (essential)

Qualifications:

GCSE Maths and English (or equivalent)
A-levels (desirable)
CII (desirable)

What do we offer in return?

A career that you define. At Howden, we value diversity – there is no one Howden type. Instead, we’re looking for individuals who share the same values as us:

Our successes have all come from someone brave enough to try something new
We support each other in the small everyday moments and the bigger challenges
We are determined to make a positive difference at work and beyond

Reasonable adjustments

We're committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours* or hybrid working*.

If you're excited by this role but have some doubts about whether it’s the right fit for you, send us your application – if your profile fits the role’s criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require.

Not all positions can accommodate changes to working hours or locations. Reach out to your Recruitment Partner if you want to know more.

Permanent

Apply Now

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