Contractor Connection - Claims Technician & Repair Advisor

at  Crawford Company

Crawford’s Platform divisions is recruiting hybrid claims handlers to work between Crawford Validation Services (CVS) and Crawford Contractor Connection (CCC). CVS specialises in low complexity, high volume insurance claims using an innovative inspect and report operating model. CCC repair advisors proactively manage the repair process adding value to the customer journey. Communicating with contractors, policyholders and clients to a high professional standard keeping them informed at key stages.
Our ‘’Job Role’’ are the front line of our nimble, reactive proposition, representing the very best of customer service and claims handling expertise. You will be responsible for ensuring both the Customer and Client Journeys are seamless through every stage of appropriate property claims, interacting with customers and clients from processing new instructions through to claim settlement or contractor fulfilment. You’ll be joining an established team with an entrepreneurial culture, constantly looking for innovations and process improvements that can be adopted to enhance our proposition. Furthermore, Crawford offers market leading additional benefits and career development opportunities, including but not limited to full industry exam and study support, a focus on internal promotion, and an award-winning environment upon which to progress your career.
Requirement to liaise with internal colleagues and external stakeholders- Policyholders, Clients, Contractors.
Occasional travel to other UK offices and contractor offices may be required

Key Responsibilities:

• FNOL (First Notification of Loss): Claim triage and allocation to field force surveyors, depending on peril, location and value.
• Report issuing, initial client reserve updates and scope reviews.
• Orchestrating final settlement or overseeing the managed repair solution, final invoicing, and file closures.
• To deliver a first class end to end repair handling service – progressing repairs efficiently and fairly in a manner that supports the customer and partners our client’s brands and values.
• To deliver excellence by working in partnership with our contractors against the key measures of reduced duration, cost control and customer satisfaction.
• To really understand what matters to the customer and put this first.
• To identify and understand the nature of any blockages and failure demand – take ownership of issues and complaints to identify problems at root cause and adopt to getting it right first time to enhance the customer experience.
• To ensure that time spent adds value to the repair’s lifecycle – undertake value work.
• To take sole responsibility for every repair personally handled – ensure parties are kept informed and work with others to build on end to end flow.
• To accurately validate and process contractor invoices and estimates / repair schedules.
• Build strong relations with colleagues, clients, and contractors to ensure a seamless repair handling service.
• Capture feedback and continuously look for systems and service improvements to enhance the overall repair handling process
• To promote the Company ethics and values, focus on first principles of getting it right for the customer.

Our team consists of people who relish a challenge and collaborate to ensure client satisfaction through excellent customer service and claims handling skills. Our people need to be able to adapt in a fast-paced environment and remain calm under pressure. Although not essential, previous claims handling experience and technical building knowledge is an advantage. Relevant training is provided to the right candidate to provide you with the tools and attributes required to succeed in your role.

Essential skills for the role include:

• Sound negotiating skills.
• Strong relationship building skills.
• Excellent verbal and written communication skills, to convey technical information in a clear and concise way.
• The ability to understand customer’s needs empathetically.
• Good IT skills, with a keen eye for detail.
• Flexibility to travel to an office on ad-hoc occasions for training and meetings.

Preferred skills for the role include:-

• Experience in diagnosing property defects and scheduling reinstatement works would be beneficial.
• Accountability and standing by your decisions made.
• Hold an insurance qualification, or a willingness to work towards one with our support (training is provided and funding is available at the end of a probationary period).

Key Responsibilities:

• FNOL (First Notification of Loss): Claim triage and allocation to field force surveyors, depending on peril, location and value.
• Report issuing, initial client reserve updates and scope reviews.
• Orchestrating final settlement or overseeing the managed repair solution, final invoicing, and file closures.
• To deliver a first class end to end repair handling service – progressing repairs efficiently and fairly in a manner that supports the customer and partners our client’s brands and values.
• To deliver excellence by working in partnership with our contractors against the key measures of reduced duration, cost control and customer satisfaction.
• To really understand what matters to the customer and put this first.
• To identify and understand the nature of any blockages and failure demand – take ownership of issues and complaints to identify problems at root cause and adopt to getting it right first time to enhance the customer experience.
• To ensure that time spent adds value to the repair’s lifecycle – undertake value work.
• To take sole responsibility for every repair personally handled – ensure parties are kept informed and work with others to build on end to end flow.
• To accurately validate and process contractor invoices and estimates / repair schedules.
• Build strong relations with colleagues, clients, and contractors to ensure a seamless repair handling service.
• Capture feedback and continuously look for systems and service improvements to enhance the overall repair handling process
• To promote the Company ethics and values, focus on first principles of getting it right for the customer

Essential skills for the role include:

• Sound negotiating skills.
• Strong relationship building skills.
• Excellent verbal and written communication skills, to convey technical information in a clear and concise way.
• The ability to understand customer’s needs empathetically.
• Good IT skills, with a keen eye for detail.
• Flexibility to travel to an office on ad-hoc occasions for training and meetings

Preferred skills for the role include:-

• Experience in diagnosing property defects and scheduling reinstatement works would be beneficial.
• Accountability and standing by your decisions made.
• Hold an insurance qualification, or a willingness to work towards one with our support (training is provided and funding is available at the end of a probationary period)