Subsidence Repairs Coordinator

Role

This role is to offer administrative support to the Subsidence Repairs Team as a whole and co-ordinate claims in repairs under the guidance and instruction of the Subsidence Claims Managers (CMs). The Subsidence Repairs Coordinator role is pivotal for the ongoing management of all repair's stakeholders including but not limited to contractors, policyholders, clients, and the members of the Subsidence Repairs Team as a sum of its parts.

The Subsidence Repairs Coordinator will initiate the steps in repair (Phase B) from inception of the repair phase through to the completion of the repair, having taken the instruction from the phase A team in mitigation.

The role is predominately a remote working role, but you may be asked to come into an office for

Accountabilities:

To take ownership of the Subsidence Repairs Team Inbox.

To cover and form part of the answering cohort of the dedicated Repairs CM Claims phone Line.

To support the CMs, being able to draft letters and reports, process payments on differing client systems,

To have an understanding and awareness of the CMs caseload to be able to assist in progressing repairs to conclusion.

To be able to handle all policy queries and ensure correct application of policy terms.

To work with the Team leader to ensure that you comply with the process and best practice requirements.

To support the subsidence team with any complaints assisting that they are dealt with correctly and within SLAs and client requirements.

Responsible for producing a quality service to internal and external loss adjusters and insurer clients.

Empathising and engaging with the customer to ensure that they are treated as an individual.

Maintaining confidentiality and high personal ethical standards throughout.

Understanding and adapting claims handling to the client's brand to 'buy in' to the brand affinity. Where required providing a seamless service where the client becomes invisible to the customer and all they see is their Insurer's brand.

Utilising the latest technology available to the client to execute the role. Working with systems and processes effectively and understanding how these operate and their benefits to the client and Customers.

Assisting the Subsidence Repairs Performance Manager in the current caseload of complaints and complex claims on a weekly basis.

Have an excellent but robust set of communication skills with contractors to ensure they have clear information to work off.

Relationships:

Internal:

Subsidence Repairs Performance Manager (Direct Report)

Subsidence Repairs Claims Managers

Subsidence Field Surveyors

Subsidence Operations Manager

Head of Subsidence

External:

Clients

Customers

Contractors

Suppliers

Qualifications and Experience:

Computer literate and familiarity with Office 365 Suite and bespoke in-house systems.

Previous claims handling an advantage but not necessary.

Previous experience in repairs administration and the management of repairs contractors.

Excellent customer service skills.

Core Competencies:

Ability to see things through to the end whilst communicating with multiple parties.

Great organisational ability with a responsible, honest and positive approach

High levels of literacy and numeracy

Excellent customer service and communication skills including a great telephone manner