Crash Services Limited

Job Handbook – Trainee Claims Handler

Section 1: Job Description 2

Section 2: Conditions of Service 4

Section 3: Person Specification 5

Section 4: Job Details Declaration 6

Trainee Claims Handler page 1 of 7 Issue 6 April 2015 Last printed 05/07/2006 12:57:00 Crash Services Limited

Section 1: Job Description

TITLE: Trainee Claims Handler

RESPONSIBLE TO: Claims Manager

SALARY: £14,000 – 17,500

STATUS Full Time, Permanent Post

Job Purpose:

The Trainee Claims Handler will work alongside their colleagues in the Claims Department, assisting them in the provision of Accident Management Services to Insurance Brokers, Repairers, Solicitors and other introducers and their respective customers who have been involved in Road Traffic Collisions.

The role is an entry level role within the Claims team, where Trainees will develop an understanding of the industry, and an introduction into the processes and procedures of the department. The role is a development role, and over time the Trainee Claims Handler will manage their own cases where they will determine how the customer’s case will be dealt and will provide ongoing advice and assistance to all other personnel involved in handling claims.

This role requires a discreet individual who can maintain the confidentiality of the information they are exposed to; the Trainee Claims Handler will be able to work under pressure, a confident and driven professional, driven to succeed within their role.

Supervisor Responsibilities: none

Accountabilities: To provide administrative support to the Claims team To be accountable for Quality of Work expectations To be accountable for the Customer service received by our External and Internal Customers - clients and all personnel involved in handling claims To achieve the targets set for the role within set timescales To be accountable for your workstation and any equipment provided to you The Health & Safety of yourself and colleagues. Files and other documents relating to customer cases

Specific Duties

General Responsibilities 1. Ensure that all enquires are dealt with on the day of receipt

2. Attend to mail, fax messages, electronic mail and telephone calls on a daily basis 3. Deal with initial telephone enquiries from all sources of introduction in a polite and professional manner 4. Consult diary for follow ups on a daily basis 5. Consult task list on a daily basis

Customer Care Responsibilities 6. Attend to client queries, ensuring a prompt response to customer needs (within 3 days of initial enquiry) 7. Provide sound advice to customers regarding their options and explaining the service in full 8. Ensure prompt response to customer needs. 9. Be proactive in keeping client informed of case status. 10. Introduce the client to Crash Repair Scheme if applicable 11. Introduce client to a panel solicitor for relevant cases 12. Provide a customer call to the client 3 days after the client has received their repaired vehicle or hire has ended to make sure they were happy with the service provided. 13. Deal with all customer complaints as per company procedure

Claims Management Responsibilities 14. Adhering to the Quality of Work expectations and company procedures for Claims Management 15. Deal with cases as appointed by the Job Allocation Board 16. Be proactive in gathering information on the accident circumstances in the initial call to assist in determination of liability and issuing indemnity 17. Ensure that an initial enquiry form is completed in full for each new case – e.g. determining if vehicle is roadworthy, injuries etc. and taking follow-up actions as necessary according to company procedure 18. Update computerised records with necessary information - ensuring that all required information and notes on file is taken and recorded fully and accurately at the time, on the Crash Management Database system. 19. Ensure that all necessary case handling tasks, especially processing of new enquiries, are completed before leaving the office on a given day. 20. Carry out case investigations and make decision on the level of service Crash are able to provide; determining if a Local Accident Specialist is to be appointed, referring to In House Legal Advisor on complicated cases on how to progress etc 21. Arrange delivery or collection of Hire Vehicles which is suitable for client’s specific needs ensuring collection of vehicle at the right place and time as required - Ensure that all hire vehicles are properly insured for use by the customer and any other driver nominated by the customer including reverting insurance in each case. 22. Effectively liaise with all parties involved in the claim process e.g. repairers, insurers, brokers, engineers, solicitors, other company departments 23. Monitor ongoing cases handled - Apply all processes for monitoring & recording cases and in particular effectively monitor duration of repairs and hires 24. Completing checks on file for handler completion 25. Ensure that you check Insurance Renewals on a daily basis and process accordingly 26. Record all non conformances as per company procedure

Line Manager Reporting 1. Updating Claims Manager on progress as required 2. Provide timely and effective feedback to management and other staff 3. Actively partaking in meetings as and when required 4. Request training identified to assist in being successful in the role and attend required training ensuring that a certificate of completion is forwarded to HR

5. Participation in appraisals and performance reviews to assess your overall performance, duties, training requirements and development.

Other 6. Adhering to the rules and regulations and Health and Safety guidelines of the company and the rules and regulations around your role 7. Demonstrate confidentiality at all times. 8. Commitment to preserving high customer care standards at all times 9. Supporting team members and knowledge sharing 10. To undertake other such reasonable duties as shall from time to time be required by the company, within the competency of the postholder.

The job description may need to be reviewed in the light of any new developments as the role progresses. It should not be regarded as restrictive or definitive but acts as a broad guide to the demands of the post.

Section 2: Conditions of Service

The main conditions of service applying to the post are:

(1) Terms of Employment The appointment of Trainee Claims Handler is a full time, permanent post

(2) Probation This position is subject to the completion of a satisfactory 6 month probationary period.

(3) Holidays 20 days annually (pro rata for part time staff), exclusive of statutory and public holidays. You should refer to your SMT (Statement of Main Terms) for additional information on Holiday Entitlement

(4) Hours of employment: Maximum 39 hours per week (6 days per week), exclusive of meal breaks.

(5) Location: The post is located in any office that the business needs covered.

Section 3: Person Specification

TITLE: Trainee Claims Handler

Recruitment Information In completing your application you must demonstrate clearly and unambiguously that you meet all the essential criteria.

If the panel decides, from the information contained in your application, that you do not meet any one of the essential criteria, then you will not be shortlisted.

If you believe that your qualifications are equivalent to those listed, then this must be clearly detailed in your application. The panel may request evidence of equivalency if you are called to interview.

The following essential criteria will be applied at shortlisting stage.

Essential

1. Experience of working in a customer focused environment with the ability to demonstrate excellent customer service skills

2. Ability to demonstrate good relationships

3. Demonstrable experience of working in a busy office environment with excellent time management skills, organisation skills, the ability to prioritise work, meet deadlines, work calmly under pressure and have persistent application to the tasks in hand

4. Excellent Communication Skills in English (interpersonal, listening, written and oral)

5. The ability to work as part of team and make a positive contribution

6. Ability to take accountability and work on own initiative

7. Ability to demonstrate a problem solving approach

8. Demonstrable commitment to confidentiality

9. A flexible approach to work to meet the needs of the business and the role

10. Excellent IT Skills with proven experience in Microsoft Packages

11. Excellent administration skills

12. A friendly, positive, enthusiastic and professional character

13. Demonstrable commitment to goals, objectives and vision of the organisation

Desirable

1. Relevant experience in all aspects and types of Accident Management Claims

2. Good Knowledge of geographical locations in Northern Ireland.

3. A current and valid driving licence and access to personal transport for business use/or* have access to a form of transport which will permit the applicant to meet the requirements of the post in full (*This relates to any person who has declared to having a disability which debars them from driving).

4. 5 GSCE’s (or equivalent), grade A-C including English and Maths

Job Handbook Declaration

TITLE: Claims Handler

I confirm that I have received, read and understood the Job Details in relation to the above named role.

Name…………………………………………………..

Signature………………………………………………. Date…………

Trainee Claims Handler page 7 of 7 Issue 6 April 2015 Last printed 05/07/2006 12:57:00