Job Description

Mitigation (removal or management of trees and vegetation) is a vital part of the subsidence process; reducing claim spend by avoiding the need to underpin and reducing durations through prompt action (particularly when trees are owned by Neighbours or third parties.) The role is primarily aimed at making sure appropriate mitigation is carried out as quickly as possible; with claims closely managed and tracked to ensure successful recovery of the outlay of costs from Third Parties & Local Authorities.

Responsibilities

• Review files to ensure correct levels of site investigations ordered.
• Track and review ongoing monitoring programmes.
• Enter a dialogue directly with Third Parties & Local Authorities as needed.
• Review files &/or undertake land registry searches to correctly identify the relevant tree owners (Policyholder, Neighbour, Third Party) and confirm whether any statutory controls apply (i.e. Tree Preservation Order or Conservation Area).
• Identify if there is a potential recovery action.
• Enter a dialogue with the tree owner to get appropriate mitigation undertaken promptly.
• Build & develop good working relationships with Solicitors
• Build relationships with our Arboricutlural Suppliers and Local Authority Tree Officers in order to effectively progress claims.
• Ensure accurate pipeline reports are maintained.
• Confirm key decisions or chasing action in writing using standard letters.
• Follow process to carefully diary and escalate claims to ensure Service Level Agreements are met.
• Deal with day to day telephone queries within agreed service criteria.
• Ensure work is prioritised effectively & ensure personal targets are met.
• Review file on completion of mitigation, noting any outstanding issues or difficulties for the Case Owner to progress.

Qualifications

Essential:

• Previous/ current experience in handling insurance claims from cradle to grave
• Strong customer service experience within call handling
• Excellent verbal and written communication skills, to convey technical information concisely.
• Stakeholder management experience
• Enjoys being a team player and openly shares knowledge and skills with others.
• Shows empathy to customers and distils confidence through technical expertise.
• Demonstrates personal integrity in a way which is consistent with the Company's core values.
• Demonstrates a 'can do' attitude and is solution orientated to focus on systems improvement.
• High learning capacity to build on technical knowledge.
• Adaptive to change and shows a flexible attitude to meet the needs of the customer
• Good organisational and time management skills; to co-ordinate and deliver on a variety of actions concurrently, delivering every time to high standards.
• Well-developed interpersonal skills to build rapport and manage customer expectations.
• Good problem-solving skills to initiate resolution.
• Strong negotiation skills

Desirable:

• Subsidence, Mitigation or Recovery claims handling experience
• Insurance qualification to Certificate level - Cert CII &/or Cert CILA preferable, or commitment to achieve an insurance qualification to Certificate level - Cert CII/Cert CILA.
• General knowledge of Building Construction.