Customer Claims Investigator Spondon, England
Job description
Customer Claims Investigator
Our Role
As a Customer Service Manager, you will report into the Contract Manager where you will be responsible for investigating and validating any insurance claims against the Severn Trent Water Metering Contract within Network Plus. The CSM will be responsible for trying to determine the cause of the incident, the value of the loss and that the amount of the claim is reasonable.
The CSM will also be responsible for managing close out calls with the customer at the end of the job and ensuring our customers are 100% satisfied with everything we have done.
You will be responsible for managing a small customer team responsible for end to end customer journeys on all complaints.
In addition to the above, the role will support the wider team in understanding and analysing customer survey data and leading process improvements for the customer.
Key Responsibilities
We are looking for someone to:
- Investigate insurance claims on behalf the Severn Trent Water Metering Contract within Network Plus
- Visit properties as soon as possible after a claim is logged to obtain all the necessary facts
- Interview the customer making the claim to discuss valuation and validation of the claim.
- Investigate suspicious claims by checking, for example, the existence and value of goods being claimed for
- Liaise with insurance brokers, customers, lawyers and other parties to reach an equitable settlement
- Negotiate and resolve disputed claims
- Manage small customer team
- Lead any customer queries or complaints associated with delivery
- Support the operational team with customer experience
- Work alongside the Operational lead to identify process improvements for the customer
- Provide coaching and development to the operational delivery team
Experience and Qualifications
- Previous experience in a similar, customer focused role
- Previous experience dealing with insurance claims/loss adjusting
- Effective internal and external stakeholder management
- Comprehensive knowledge of the water industry
- Enthusiastic and self-motivated
- Ability to lead and motivate others
- Effective verbal and written communication skills with the ability to engage with stakeholders at any level
- Willingness to challenge processes and implement change where necessary
- Ability to coach those working within your team and wider network
- Ability to analyse data and understand how to make improvements, which will have a positive impact on performance
Network Plus at A Glance
- We are an award-winning utility and infrastructure business with more than 20 years’ experience, operating from 80+ depots across the UK.
- We are Network Plus: https://networkplus.co.uk/about/
- Diversity & Inclusion at Network Plus:https://networkplus.co.uk/careers/diversity-and-inclusion/
- Our approach to Health, Safety & Wellbeing: https://networkplus.co.uk/about/hseq-wellbeing/
- Latest news: https://networkplus.co.uk/latest-news/
Salary and Benefits
We offer a competitive salary based on experience along with a full benefits package.
Network Plus is proud to be an Equal Opportunity Employer. We celebrate diversity and do not discriminate based on race, religion, colour, nationality, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.
We are Armed Forces-friendly. We welcome applications from ex-Armed Forces personnel, reservists, armed forces veterans, cadet instructors and military spouses/partners.
We understand that privacy and the security of your personal information is extremely important. By applying for this role, you agree to the terms of our privacy policy which you can find here - https://networkplus.co.uk/privacy-and-cookie-policy.
Job Types: Permanent, Full-time
Salary: Up to £45,000.00 per year
Benefits:
- Company pension
- Free parking
Schedule:
- Monday to Friday
Application question(s):
- Do you have experience in loss adjusting?
- Do you have experience dealing with claims?
- Do you have extensive knowledge of the water industry?
Work Location: In person
Application deadline: 10/09/2023
