To provide a "one-stop shop" service, dealing with all aspects of service relating to any Insurance claim incident from initial instruction to invoice.

Key Accountabilities

• To liaise with customers, insurance companies, branches and Engineers in respect of the logging and progression of insurance claims to ensure effective management from instruction to invoice.
• To accurately log details of all calls for new and existing jobs keeping the engineers, subcontractors, branches and customers informed of any problems, ensuring necessary action is taken or escalated.
• To monitor and aid in the progress of every job, ensuring adherence to service level agreements in accordance with specific insurer accounts.
• To ensure new instructions from insurers, reports from engineers and subcontractors' surveys are received and processed in accordance with company procedures.
• To handle queries and first line complaints from internal and external customers in accordance with the Company complaint procedure and FSA requirements.
• To achieve a 95% average call answered rate together with a 90% calls answered in accordance with Insurance company agreements

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