FNOL Handler
Policy Expert, United Kingdom
Job Description
Is Policy Expert the right place for you?
Policy Expert is one of the fastest growing insurance providers in the UK and our dedicated, hardworking team put customer service at the heart of everything we do which we are proud to say has resulted in policy expert being rated #1 Home insurance provider on reviewcentre.com Since 2013.
We are avid investors in people, as such we are proud of having a score of 4.8 out of 5 stars on Glassdoor (voted by our employees).
Don’t worry if you haven’t worked in insurance before as our structured induction programme and ongoing support will ensure you have the information and skills to kick start your new career. You’ll also go through our sales training programme which is accredited by the Institute of Sales Management. What we ask from you is the willingness and enthusiasm to learn and succeed.
Who are we?
Policy Expert is one of the fastest growing Insurance providers in the UK. Since launching in May 2011, we have been rapidly expanding and now have a headcount of over 400 experts across four sites.
We have busy contact centres based in Central Milton Keynes and Motherwell which are full of dedicated, positive people who enjoy an environment focussed on teamwork and fun.
Our London office is where the behind the scenes magic happens, and is home to all the developers and support staff who help make Policy Expert run smoothly.
Who are you?
You will be a highly motivated individual who has the ability and determination to consistently achieve on targets set. An effective communicator, you will have a proven track-record of combining strong product knowledge with excellent communication skills to assist with all our customer’s needs at the first point of contact.
You will have a customer centric approach to every call with the ability to listen and adapt your approach to effectively respond to that individual.
As one of the fastest growing Insurers in the UK, you will enjoy a fast-paced environment and thrive in a forward thinking culture. You will be solution focused individual who always seeks to find a logical solution to help our customers and enjoy working within a supportive team environment.
You will like working in a regulated environment and excel working in an evolving business with the ability to adapt to change.
What you’ll be doing
You will be providing an industry leading, customer-focused and professional service to our customers while delivering and exceeding customer-centric and key performance indicators (KPIs). You will support customers in their queries, championing the Policy Expert brand through both inbound and outbound calls, online communication providing a top-level service to all Policy Expert customers.
The Role will be to act as the first point of contact for customers when they notify a claim against their policy, establishing the facts around the claim, appointing damage management /initial mitigation, and generating a basic report. This role is vital for ensuring the customer requirements and expectations are understood and provide guidance to customers on key components of the product, helping customers to make decisions to protect claims cost.
· Handle a high volume of Inbound telephone calls from customers who have recently experienced a loss due to a motor accident.
· Obtain full facts and circumstances of the claim, gathering all required information and recording this accurately onto the relevant system and database.
· Identify and fast track any potential high value claims to the correct teams.
· Act as the main point of contact for all our customers queries and updates during the ongoing claims process.
· Identifying indicators of fraud and using questioning techniques to decide if the claim can be progressed or needs to be referred.
· Dealing with challenging calls professionally and efficiently
· Meet the high expectations and standards of our Customer Service within Policy Expert.
· Effectively manage and resolve complaints.
· Ensure workloads are completed and delivered by required deadlines and to the required quality standard working in line with FCA compliance and best practice.
· Ensure existing information held is accurate.
· Ensure that you maintain an up-to-date knowledge of our products, processes and industry developments.
· Occasionally Respond to customer correspondence by letter and email
Hours of Work
Operational hours are 37.5 hours between hours of 8am and 7.15pm across shifts with 1 Saturday in every 2 working 9am 1pm
Requirements
Skills we need:-
· Problem solves in a logical and rational manner
· Excellent communication skills both verbal and written when dealing with