Objectives:

• Effective diagnosis of the customer’s needs and to offer a detailed service which ensures a successful outcome to a problem/complaint.
• Provide support for insurance companies and customers relating to replacement products, deliveries, mis-validations, faulty items and complaints.
• To ensure all calls are returned within the agreed Service Level Agreements.

Personal Duties:

• Discuss all customer requirements and ensure that the product information provided is correct.
• Updating computer records and paper work correctly.
• Advising the customer of the correct delivery time scales, to the convenience of the customer.
• Advising the customer of the despatch procedure.
• Liaising with all clients and customers to provide updates in relation to claims.
• Liaising correctly with the relevant departments within Powerplay relating to processing claims.
• Carrying out any ad-hoc tasks as requested by a Manager or Director.
• To investigate relevant complaints received by insurance companies and customers and provide an appropriate solution.
• To ensure smooth and regular communication with insurance companies and customers to resolve problems/complaints.
• To update customers and chase failed deliveries.
• To ensure customers have received their deliveries and that they are happy with the replacement product.
• To ensure returned items arrive back with Powerplay in excellent condition and that the returns procedure is adhered to at all times.
• To manage cancelled orders and missing items.
• To ensure the warranty procedures are adhered to at all times and that customers are aware of what they must do.

Experience, Skills & Personal Attributes:

• Experience in a sales or customer service role.
• Customer focused.
• Excellent communication and interpersonal skills at all levels.
• Proactive; able to work on own initiative and as part of a team.
• A natural problem-solver with a 'can do' attitude.
• Able to respond quickly to changing circumstance and priorities.
• Able to anticipate and prevent recurring problems.
• Professional and friendly telephone manner.
• Have a high level of accuracy and attention to detail.
• Good computer skills.
• A flexible approach.

Key Objectives

To manage and maintain own caseload within agreed authority limits and in accordance with published SLA’s.
To achieve this working within a team, lending support to other members wherever possible.

Duties:

• Behavioural and linguistics analysis, utilising conversation management and cognitive interviewing techniques.
• Claims Handling – ensuring the claims process follows the FSA guidelines, and the claim is consistent with the policy conditions/limits.
• Investigation of claims involving obtaining information from the policyholder against information obtained during the fraud screening process and that subsequently provided by engineers/inspectors.
• Compiling through reports for the client following investigations.
• Customer Service; often dealing with difficult policy holders in a confident and authoritive, yet professional and empathetic manner.
• Instructing suppliers matching the specifications of the claim and the client, and undertaking follow-up enquiries with the suppliers.
• Data Entry (imputing new claims, updating notes and figures etc)
• Calculation of cash settlements, applying depreciation deductions where appropriate.

Skill-set Requirements

• Microsoft Outlook intermediate level
• Microsoft Word Intermediate level
• Microsoft Excel Intermediate level

Soft Skill Requirements

• Insurance Background is an advantage
• Excellent Telephone Manner

Key Objectives of the role:

To manage and maintain own caseload within agreed authority limits and in accordance with published SLA’s. To achieve this working within a team, lending support to other members of that team where possible.

Key accountabilities:

1. Investigate and negotiate to settlement allocation of claims within agreed service criteria and targets set
2. Referral of Complaint cases to Claims Operations Manager/Team Leader at appropriate time
3. To resolve and record service issue complaints with suppliers
4. Maintain accurate claims records ensuring all necessary fields within claims system completed
5. Manage caseload pro-actively, including diary records, ensuring no unnecessary time delays
6. Instruct suppliers as determined by internal and client procedures ensuring service levels are met throughout the complete claim cycle
7. Responsible for driving own personal training and development and assist in training and development of junior members of staff
8. Participate in projects and provide input to staff meetings

Success measures:

• File Management compliant with audit/FSA requirements
• Technical Accuracy within authority limit of 95%
• Service Levels met for 95% of cases throughout lifecycle of claim
• System maintained to enable production of accurate MI
• Quality of correspondence issued
• Satisfactory resolution of complaint cases in line with Complaints procedure
• Accurately maintained claims system, diary list and paper file

OVERVIEW:
The role involves the Technical Services & Support Engineer to accurately inspect varied makes & models of Desktop/Notebook/PDA’s/Camera’s/Printers/Game consoles & Mobile phone’s. Ensuring that an accurate fault diagnosis and report is submitted within the agreed time frames set by the varied Insurance Company’s.  Must be able to repair and carry out data recovery to a high standard.

MAIN DUTIES:

• Visual inspection of various makes and models of PC & other electrical items.
• Physical inspection of various makes and models of PC equipment & other electrical items.
• Fault Diagnosis for hardware & software.
• Accurate identification of internal components and damage to unit.
• Completion of inspection report listing the details ascertained from the above actions and giving a factual conclusion.
• Accurate pricing of each individual item required for repair using our preferred supplier list.
• Price check on quotes for parts, ensuring we get best value.
• Removal of the HDD for storage separately to the unit.
• Asset tag of the unit and HDD for identification purposes.
• Recommend suitable units for further testing and repair.
• Fraud detection.
• Cost analysis to determine if item is repairable or BER (beyond economical repair).
• Repair to board level to a high standard.
• Quality Control.
• Updating of the CMS (claims management system).
• Data recovery when required.
• Any other duties that the business requires.
• Accepting Delivery Inwards.
• Assisting in Loading of product with Carriers.

Problem Solving

• Be pragmatic, proactive and creative in determining a resolution

SKILLS:

• Excellent attention to detail
• Excellent communication skills (verbal and written)
• Openness and transparency
• Accurate record keeping
• Time management and planning
• Resilient, determined & able to work under pressure
• Experience of taking ownership of a problem and raising to relevant management where appropriate

COMPANY INFORMATION:

• Maintain a professional standard of appearance
• Ensure good relations are maintained between the company and couriers and customers
• Report to the line manager at the earliest opportunity any times of sickness or unscheduled absence – Tel: 01323 418509.
• As an ambassador of the company to behave courteously at all times