Department: Claims
Reporting To: First Response Manager

Key Purpose:
To provide a first response customer service by answering the telephone calls for the First Response Unit relating to reporting and enquiries of new claims.
Ensuring that the maximum level of assistance is provided to each and every caller, to their satisfaction.

Areas Of Responsibility
To ensure all incoming calls to this department are answered promptly and in the way trained by the company.
To offer advise/help to the caller and agreeing the first action needed at the reporting stage, as trained.
The role will include some administration work, including assisting with the unreferenced post.
Assist with making up claim files on an ad hoc basis.
Training will be given on printing policy schedules.
To work on a Rota basis between the hours of 8am-6pm Monday to Friday, to ensure the response team is fully function able during these hours.

Additional Responsibility
The role may require you to work additional hours from time to time.
Other duties relating to the first response team or claims department may be required.

Attributes Required
Ability to work under pressure and handle high call volumes
Ability to work as directed and to apply initiative when needed.
Ability to organize and priorities workload
Ability to demonstrate empathy to the callers, whilst still achieving the objectives of the call.
Ability to multi-task
Common sense and ability to problem solve on an ad-hoc basis.
Ability to be adaptable, to any new methods that will ensure the efficient running of the department.

Qualifications, Skills And Experience Required
Excellent, proven customer service and telephone skills essential
Keyboard skills and computer literacy essential
Previous insurance/claims experience essential
Excellent communication and confidence on the telephone essential