Job Description

To work as part of the Team, being the primary contact and service provider for our German and UK clients and their customers. Ensuring quality operational services are delivered to all our business partners and associates. To evaluate and settle claims within the delegated limits of authority, ensuring that customers receive an exceptional service at all times.

• Answer customer service queries and record insurance information from customers, insurance brokers and insurance companies
• Ensure that all information provided is verified and recorded accurately within the company system
• Maintain an effective working relationship with Lessors, Customer’s Insurance Brokers/Companies and Suppliers providing the highest standards in customer service at all times
• Support our client/customers by adopting a professional manner at all times when undertaking any form of communication whilst representing Company Insurance Management or its business partners
• Ensure that the diary system is fully up to date at all times with the case information so that any member of the team can review a case at any time
• To be able to priorities workloads on a daily basis to ensure company/Lessor/Supplier service level agreements are met if not exceeded
• Deal with any complaint/expression of dissatisfaction made within agreed steps as set out with our complaints handling policy
• To act as mentor/buddy to less experienced staff to ensure that they reach the required standard
• Investigate and gather all necessary documentation/evidence required to verify any claim
• Estimate amount of loss or damage and set reserve: revise as needed throughout the investigation
• Notify insurer of claims outside the delegated limit of authority
• Proactively chase outstanding information/documents in accordance with agreed standards
• Notify customers of any delays with their claims
• Arrange for damaged equipment to be inspected and cause of loss ascertained. 
• Arrange for repair or replacement of the equipment with an approved supplier
• Comply with recommendations made by insurer, and/or internal auditors
• Ensure that complaints are handled in accordance with FCA and insurers guidelines
• To carry out any additional duties which the company may require from time to time

Benefits:

• Bike to work scheme
• Casual dress
• Company events
• Company pension
• Life insurance
• On-site parking
• Private medical insurance
• Referral programme
• Sick pay
• Work from home

Schedule:

• Monday to Friday

Language:

• German (Required)

Work remotely:

• Temporarily due to COVID-19

Required Knowledge, Skills, and Abilities

Fluent in German (oral, reading & written) as well as English. Ability to work as part of a team and on an individual basis. Customer Service orientated. Good Communication Skills. Self-motivated with strong organizational skills. Strong attention to detail. Conflict resolution skills. Problem solving skills. Experience of complaint handling.