THE COMPANY

Safe World Insurance Group (UK) Ltd is a niche insurance company based in Lancashire. We specialise in Deposit Protection Insurance and Insurance Backed Guarantees for the UK home improvement industry, which is sold through insurance intermediaries, or purchased by several recognised consumer protection schemes.
Safe World plays a vital part in supporting industries who are key to the delivery of ‘Net Zero’ and works hand in hand with consumer protection schemes, government departments and industry bodies to support these industries and protect consumers of installers unfortunate enough to become insolvent.
We began underwriting policies in 2018 and are one of the only UK based specialist underwriters of these products, with over 1.25m policyholders, growing year on year. Our team has considerable experience in the home improvement industry and “Insurance Backed Guarantee” market, and we aim to continue building on our unique position in this market.

DESIRED SKILLS

• Prior telephony experience e.g. contact centre, conflict resolution, sales/negotiation, customer service
• Proven ability to build, develop, and maintain relationships.
• Achievement orientated, able to organise own workload to meet tight deadlines.
• A good team player - supportive of others with an enthusiastic and positive attitude
• Confident and engaging communication skills with the ability to influence others.
• Excellent attention to detail with an ability to think outside the box
• A positive “can do” attitude
• Full working knowledge of Microsoft Word, Excel, and Outlook
• Previous Claims experience desirable ( not essential)
• Strong resilience, with the ability to handle difficult situations/calls

ROLE OVERVIEW

We are seeking a Claims & Administration Officer to manage a caseload of claims effectively throughout their lifecycle whilst delivering a first class service in every interaction. This includes liaising directly with policyholders, arranging remedial work via our panel of approved installers and negotiating the settlement of claims.
Other aspects of the role include dealing with general customer enquiries by telephone or email, identifying risk trends, claims data analysis, production of management information (MI) and continuous development of technical knowledge relating to our policies, products, broking partners and any remedial techniques.
This is an Office-Based, In-Person position

PRINCIPAL ACCOUNTABILITIES

• To adhere to organisational policies and procedures when carrying out the principal responsibilities and functions of their role.
• To ensure claims are handled effectively from commencement to completion and that customers are treated fairly and receive regular progress updates.
• To ensure claims costs are effectively controlled and mitigated by validating the pricing and scope of works on any quotations.
• Managing remedial works by appointing and liaising with our approved panel of installers.
• Analysing claim activity/trends to help manage risk and producing MI to escalate to the management team.
• To deal with incoming customer enquiries by telephone or email whether that be related to an existing claim or a general enquiry. To undertake any general administration activities which may be required.
• To undertake any other duties in order to meet personal, team and organisational objectives following consultation.
• To establish and maintain positive working relationships with colleagues, approved installers and any other individual either working for, associated with, or visiting the business.
• To represent the company as an honest, knowledgeable and conscientious ambassador.
• To establish and maintain a positive relationship with each customer by being efficient, effective, trustworthy and reliable.
• To deliver a first class service in every interaction.