Senior Technical Claims Handler

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Senior Technical Claims Handler

Location: Halifax - hybrid 2 days/week in the office

Department: sopp+sopp - Third Party

Contract type: Permanent

About the role

We're looking for a Senior Technical Claims Handler to join our team, and play a key role in managing, motivating and supporting the Team Manager to deliver a professional service, meet SLAs and meet or exceed customer and client expectations. With an emphasis on leading by example. Driving performance and working towards team and individual targets to ensure exceptional service and KPIs are met.

Activate Group is a growing UK business with 1,000+ team members nationwide. This is an exciting opportunity to build a long-term career with a company that values its people and offers genuine development and progression opportunities.

Key responsibilities

• Act as a Senior Technical Claims Handler and a point of referral for both customers and internal stakeholders.

• In the absence of the Team Manager, support the daily running of the team including monitoring the wallboards and priority tasks.

• Dealing with complex claim referrals from the team, which may include inbound and outbound calls to and from customers, clients, 3rd parties and repairers.

• Analysing claims, including the construction of timelines, to make recommendations around liability for costs.

• Analysing MI, alongside the Team Manager, to provide trends and operational opinions for the monthly MI Packs and Customer Meetings (attendance tbc).

• Using AGL bespoke software and databases to record, update and maintain information relating to each claim.

• On-the-job training and coaching new colleagues including supporting within training sessions to provide real operational experience and side by side support when on the floor.

• Attendance within Monthly Audit Meetings to support with challenges and operational feedback.

• Support on general task management within the team when there are resource gaps, or a colleague requires support. This would be under the expectation they will not have a workload of their own due to their additional duties.

• Weekly review of out of SLA claims to ensure they are being progressed efficiently with the view to identifying process failures and implementing improvements.

• Actively involved in new process delivery, from successful contract to go live within the operation.

• Willingness to be on site to support the Team Manager with key stakeholders.

Skills and experience

• Focus on the customer: Take personal responsibility for delivering exceptional customer service

• Adapt to change: Look to the future. Understand and adapt to the need for change and improvements in the way you work

• Solve problems: Take a proactive approach to issues you face. Have a great understanding of systems and processes.

• Take ownership: Deliver on commitments. Do what you say you are going to do and don't let other people down.
• Excellent customer service skills
• Ability to work to strict deadlines.
• Excellent written and verbal communication skills
• Able to manage own time and workload.
• Experience within the insurance and claims industry beneficial.
• Effective resource management.
• Demonstrates flexibility dealing with changes in demand, tasks and processes
• Self-development as well as the development of others in their role.

Benefits

We believe in rewarding our people for the great work they do. When you join Activate Group, you can expect:

• 33 days holiday, including bank holidays

• Personal health cash plan - claim back the cost of everyday healthcare such as dental and optical check-ups

• Enhanced maternity, paternity, adoption and shared parental pay

• Life assurance at three times your basic salary

• Free breakfasts and fresh fruit

• A birthday surprise for everyone

What you can expect from us

At Activate Group, we want everyone to have the tools and support they need to do their best work. We're an innovative business that continuously reviews and improves our systems, processes and ways of working, making sure they support our teams to do their jobs effectively.

Every role at Activate Group is aligned to our wider business vision and purpose - making someone's bad day better. You'll understand how your role contributes to the bigger picture and how your work helps deliver excellent outcomes for customer and partners.

We believe work should be enjoyable. We make time to celebrate success, recognise achievements and bring people together at team events and company-wide celebrations. We'll also support your ongoing development through regular feedback and career planning.

Whether you're based in one of our contact centres in Halifax, Peterborough or Huddersfield, working at an Activate Accident Repair (AAR) site, or working from home, you'll be part of a supportive culture where people are encouraged to succeed.

A bit about us

Activate Group is a fast-growing business approaching 1,000 team members nationwide.

We work with some of the UK's largest fleets and insurance companies, supporting drivers that have been involved in road incidents through our contact centres in Halifax, Peterborough and Huddersfield.

We manage every step of the repair journey - repairing vehicles at our own Activate Accident Repair (AAR) body shops, as well as through a UK-wide network of trusted independent repair partners.

We also work with the UK's largest vehicle manufacturers, supporting their approved repair programmes, and deliver innovative technology solutions to fleets, vehicle repair centres and dealerships.

Our purpose & values

Our purpose underpins everything we do: Make someone's bad day better

Our values define how we work with our team members, customers and suppliers:

• Make it happen - Be accountable. Take the initiative, work fast, and do a great job.

• Strive for better - Be bold. Challenge the norm - make small improvements often.

• Win together - Be a team player. Win together, learn together, respect each other.