We are recruiting for a High Value Claims Household Case Manager, to be based in the Birmingham office.

• Communicate with customers politely and efficiently; effectively interact with customers in difficult or sensitive situations with empathy in order to convey information and resolve queries.
• Communicate effectively with internal and external parties on a wide range of issues relating to high value claims.
• Provide technical support and guidance to less experienced handlers via the technical referrals process.
• Use technical and product knowledge to ensure the correct application of policy cover and exclusions.  Utilise all reference material relevant to ensure that correct decisions are made and seek guidance where necessary.
• Identify where referral is required to stake holders including Underwriting department, Recoveries and Fraud Prevention Team.
• Maintain control of all claims owned by you.  Set accurate reserves and ensure they are updated.  Understand the specific circumstances of issues to identify individual customer needs and demonstrate efficient and effective actions within SLA to progress claims to closure in a timely manner.  Proactively monitor activities undertaken by suppliers and loss adjusters, utilising appropriate escalation channels to ensure correct outcomes are achieved.
• Ensure proactive management of complaints using the correct L&G complaints process to ensure a fair and correct resolution as quickly as possible.  Provide accurate and timely updates responses.
• Identify, own and take action to promptly resolve claims which require internal escalation due to technical complexities and/or sensitive customer issues, ensuring customer and key stakeholders are kept informed and updated.
• Accurately input claim details onto business systems. Route and manage claims to appropriate suppliers or Loss Adjusters to ensure an effective outcome for the customer.
• Maintain knowledge of all claims processes and ensure these are correctly followed at all times.  Seek opportunities to develop own technical knowledge and skills. Impart knowledge and skills across the claims centre through demonstration of mentoring on an individual and group basis.
• Support development of claims processes and technical guidance by working with Supplier Service, CI and Claims Control teams. Take ownership of appropriate actions including suggesting improvements, assisting with research and providing written and verbal communications to aid delivery.
• Maintain competency across all claims core operational functions to provide support during surge events.
• Understand and apply all process controls, to comply with regulations including DPA/Information Security guidelines, and FCA rules relating to complaint handling.
• To ensure that TCF is at the heart of all our customer interactions.

• Technical claims management expertise
• Complaints management expertise.
• Good communication skills, written and verbal with the ability to build strong relationships.
• Good organisational skills with the ability to organise time effectively.
• Self-driven and motivated.
• Capable of working under pressure and to tight deadlines.
• Coaching and mentoring expertise.
• Customer experience understanding.
• Flexibility according to business needs.

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 22 days’ (with potential to rise to 26 days) holiday, discretionary performance related bonuses, paid overtime, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.

Please contact alyson.macdonald@landg.com for further information