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The Household Claims Unit in Peterborough is responsible for handling claims relating to damage caused to personal homes and possessions. We work to provide the right customer solution within agreed processes to achieve business targets and to maintain high levels of customer satisfaction. What is the job like? This job involves understanding customer requirements and identifying the best solution in line with company processes and procedures. As the first point of customer contact, you will enjoy helping people and be able to remain calm when dealing with customer complaints. You will need to be motivated to deliver your objectives and comfortable dealing with a high volume of inbound calls. The team environment is lively and co-operative, with a strong work ethic. New entrants receive a high level of support. The role also provides a great opportunity to learn the business and engage with your customer base. What will I be doing? Working within a busy team, you will contribute to the delivery of the team targets by achieving your own objectives effectively. Responding to high volumes of inbound telephone calls from customers, you will act as first port of call for technical and complex claims cases or complaints within your own authority limit. You will also process work, utilising in-house technology, at the designated levels in order to achieve productivity targets and deliver the relevant brand promise to customers. A lot of time will be spent dealing with correspondence direct from the customer or referrals from colleagues. You will proactively manage your customer's expectations in order to achieve 100% satisfaction and retention. What do I need to be successful in this role? Well to start with, you'll need to be a driven and motivated team player with a hardworking, can do attitude and a passion for delivering excellent customer service. If you have experience of the insurance sector, this is highly desirable, although not essential as we believe good customer services skills, gained within a retail or office environment are transferable. You'll need lots of initiative, an affinity for problem solving as well as an ability to work to set targets and remain calm under pressure. You will also be able to organise and prioritise your workload effectively. Naturally you will be an expert communicator who can relate well to customers and colleagues alike. Finally a high level of enthusiasm, resilience and a good sense of fun will stand you in good stead for a role with the Royal and Sun Alliance Group.

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Published at 11-03-2008
Viewed: 494 times