Claims Advisor

at  Thames Water Utilites

WHAT YOU WILL BE DOING AS THE CLAIMS ADVISOR

You will handle written and telephone contacts from customers who wish to make a claim against Thames Water. Responsible for owning your own caseload of customer cases from beginning through to resolution. Manage your own workload under pressure, ensuring work is completed accurately within business and regulatory timeframes. As part of your role, you will also cover the Claims phone line receiving calls from customers making a claim or wanting an update on their existing claim.

Duties to include but not limited to

• Recording all your work with precision and detail using a CRM system
• Investigating various systems used by other areas of the business
• Having the confidence to deal with differing opinions from the business about how to resolve a claim
• Negotiating with a wide range of stakeholders within the business to achieve the right outcome for the customer and the company
• Escalating the claim to senior stakeholders to challenge decisions which you believe are wrong
• Liaising with our Insurance and Legal teams
• Inbound and outbound telephone calls
• Receiving quality monitoring, coaching and feedback

WHAT YOU SHOULD BRING TO THE ROLE

• Excellent investigation skills
• Confidence to be able to deliver a denial to a customer and handle the conversation effectively and professionally helping the customer to understand the reason why
• Outstanding communication skills, with the ability to communicate with customers and internal and external senior stakeholders
• Excellent organisational and prioritisation skills
• Outstanding written skills, with the ability to create a professional letter in various styles.
• Negotiation skills so you will be able to communicate with both internal and external senior stakeholders to resolve claims, sometimes for significant sums
• IT literate, and can use MS Office, email and other company software effectively
• Ability to work under pressure to meet demanding targets and timescales
• Flexible and positive to ever changing customer and business needs
• Team player

• Willing and able to learn new software, skills and processes as required

  We would be particularly interested in hearing from applicates that have:

• An understanding of the Operations Clean and Waste business

• An understanding of property damage claims
• Knowledge of internal systems and processes like WFM, CRM, C4C, SWIMS
• Case Management skills
• Complaints/Claims handling skills