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Case Assessor

Hamilton Fraser Insurance
Pay: £25000.00
Location: Hertfordshire Hertfordshire United Kingdom
Category: Entry Level
Available from: Immediately
Finishes on: Ongoing Position
Type of work: Full Time , Daytime Work
Job reference: E03538464
Legal 2020-10-09 2020-10-29

Job Description

The job holder will be responsible for handling complaints received by the PRS and successfully resolving complaints by way of early resolution following the outlined complaints process, from accepting or declining complaints, assessing evidence provided and communicating with disputing parties.


Key Duties & Responsibilities:

  • Receiving and handling a reasonable number of complaints ensuring all KPIs and timescales are followed. To work towards achieving successful early resolution in respect of an agreed number of complaints
  • Administering the process of collecting and collating complaint evidence and entry level complaint fees, ensuring that the correct procedures are followed within the required timescales
  • Providing updates to complainants and members regarding the status of the complaint and maintaining regular contact throughout the duration of a complaint
  • Providing complaint advice to Members and Complainants over the telephone and by email. This will include liaising with Letting and Estate Agents, Landlords, Tenants, Leasehold management companies and other Property professionals
  • Working with the Case Officers in escalating and investigating requests for reviews of decisions, as well as responding to complaints against the Scheme
  • Liaising with Members and Complainants by telephone and email to attempt to achieve a resolution to the complaint
  • Checking and logging complaints, ensuring that all information is recorded in a timely and accurate manner
  • Assisting with maintenance of the complaints spreadsheet/log and providing data to relevant parties when required
  • Assisting with training of staff where required including company induction and overview sessions
  • Assisting with preparation of monthly reports for Government and internal purposes and assisting with the production of the annual report
  • Where time allows and as required, to complete written decisions in order to achieve resolution in relation to complaints
  • Providing support when required for communication and membership enquires and calls
  • Providing other assistance as required ensuring the smooth running of the PRS and which may be required by line manager
  • Ensuring that all company security procedures, as detailed in the Personal Information Security Policy, are followed and any areas of concern are notified to the department manager

Skills & Knowledge Required:

  • Experience in the property sector especially the private rented sector is desirable, as well as a basic understanding of the insurance or financial services industry
  • Previous work experience relating to complaint or claims handling within a property, legal or customer service environment
  • Excellent customer service skills with an excellent telephone manner and the ability to communicate clearly and precisely (following training)
  • Good knowledge of Microsoft office packages including Word, Excel & PowerPoint
  • Excellent attention to detail ensuring that high standards of quality are consistently maintained
  • Excellent understanding of PRS Terms of Reference (following training)
  • Ability to work within a team environment and to co-operate with team members thereby building effective working relationships
  • Sound knowledge of Microsoft Office packages and the ability to learn new systems and processes as required
  • Drive and self-determination with the ability to find and implement solutions to problems
  • Ability to plan and organise making effective use of time and resources



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