Pickr - Claims Agent (Windscreen / Glass) in Norwich
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Purpose: Receiving ‘first notification of loss’ windscreen/glass claims calls, ensuring they are processed accurately and efficiently, while providing excellent customer service and good business outcomes.Provide excellent customer service measured in terms of inbound and outbound telephony performance, talk time, case work productivity and audited quality measures.Ensure Claims are processed according to policy wording or contracted terms of business.Ensure Windscreen/Glass Claims are accurately recorded, processed and transferred swiftly and efficiently to the correct supplier, optimizing service and availability for waiting and potential customers.Duties and responsibilities: Liaise with all parties involved in the claim over the telephone and in writing; dealing with external parties including witnesses, hire companies etc.Handle incoming calls/post/email/faxes/call backs relating to glass and windscreen claimsCollecting accurate information to progress the claim.Ensure all information taken is accurateEnsure that SLA's and company procedures are adhered to at all times.Ensure cover is in place and advise customer accordinglyConfirm excess, damage details and record accurately on company systemsTransfer callers through to the correct supplierEscalate potential fraudulent claims through the appropriate channels.Escalate complaints through the appropriate channels.Operate and comply with the requirements of the firm’s own procedures, the Financial Services and FCA regulations, be GDPR compliant at all times.Contribute to and follow at all times, the firm’s policy on Treating Customers FairlyEssential: Good basic English and Maths skills (at least 5 GCSEs at grade C or equivalent)Proficient in MS OfficeAccuracy and attention to detailAn organised approach and good time management skillsCooperative team playerAbility to work collaboratively within a team environmentAccepts empowerment and deploys this positively and appropriatelyExcellent verbal and written communication skillsAble to deliver exceptional customer Service.A responsible attitude towards the handling of information, including the ability to collect, analyse and summarize information.Demonstrate the ability to identify information required in order to make appropriate and effective decisions under pressure.Strong organisation skills with the ability to work to a high standard towards deadlines & SLA’sExcels at operating in a fast paced environmentExpected Behaviors:Demonstrate the business values at all timesCustomer FirstAlways improvingShow professionalismShared purposeMake a difference