Vacancy Detail

Property Insurance Adviser

Salary: £20,000 - £24,000pa
Location: Glasgow
Ref: Property Adviser
Job description
Property Insurance Adviser

Basic Purpose and Function


To provide effective management of client property claims and to keep accurate records to allow effective file review and audit.
Handling telephone and email queries from home owners, corporate clients and insurers and managing post- accident claims for domestic and commercial claims.
Handling customer complaints in line with FCA guidelines
Manage external suppliers to deliver in line with their contracted terms

Accurate record keeping to allow effective file review and audit:
• Accurate data capture
• Creating telephone notes to summarise discussion with external parties
• Correct filing of electronic documents
• Noting key repair dates and milestones

Handling telephone and email queries from home owners, corporate clients and insurers
• Using correct salutations and adhering to our call handling guidelines
• Presenting a professional and capable image of the business
• Offering first-time resolution for all contact points and all queries

Handling customer complaints in line with FCA guidelines
• Act as first point of contact for any customer complaint
• Take ownership of customer complaints as necessary
• Refer and escalate complaints to correct departments
• Creating feedback records to enable complaint tracking
• Adhere to internal and regulatory rules and guidelines

Manage external suppliers to deliver in line with their contracted terms
• Challenge underperformance from Supplier Network
• Escalate issues as necessary to our Network Team

Qualifications, Knowledge and Experience
Essential

PROPERTY INSURANCE EXPERIENCE IS ESSENTIAL

• Professional and polite telephone manner
• Basic computer literacy and typing skills
• GCSE/ Standard Grades English and Maths
• Previous experience of working within a call-centre environment, customer service and/or the field of insurance.
• A positive and self-confident approach when dealing with customers, and where appropriate,
• representatives of the Company’s clients.
• The ability to utilise qualities such as empathy, tact and diplomacy when interacting with customers, with the recognition that customers may be distraught and concerned following an incident.

Desirable
• Basic knowledge of relevant legislation – Financial Ombudsman Service (FOS), Financial Conduct
• Authority (FCA) and Data Protection Act (DPA)
• Basic knowledge of private motor/fleet insurance and claims handling
• Experience in a target-driven customer service environment
Functional / Technical Skills
• Knowledge of vehicle types and their basic features and construction

Generic Competencies
• Communication
• Results Focus
• Client Focus
• Developing Self and Others
• Problem Solving
• Quality Focus
• Commercial Awareness
• Systems of Work
• Handling Systems