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ICAB are hiring! Join our busy, buzzy company – We work pretty hard but laugh hard too!

We are on the lookout for dynamic, driven, and downright brilliant people to join our thriving team! If you succeed in a high-energy environment and love working with smart, ambitious teammates – we want to hear from you.

Do you love helping people? Our Customer Service team is the heart of what we do. This is a varied and rewarding position based in the Accommodation Team focusing on arranging alternative accommodation for customers on instruction from loss adjusters, insurance companies, Housing Associations and other companies within the home care sphere. Experience in accommodation solutions or travel is desirable but customer service needs to be your passion.

What we're looking for?

• Nice people who want to work hard and bring positivity to ICAB.
• Team mates who are cool under pressure and good at multitasking.

Why You'll Love Working With Us:

A buzzing office environment that’s full of energy (and chocolate!)
A supportive, close-knit team that works hard and supports each other
Room to grow, learn and make a real impact

Full-time roles with competitive pay and good perks

Location: Our HQ in Bushey Village (yes, in-person – we value the organic growth and collaboration that happens by being together in the office. We offer the opportunity to request WFH 1 day per week after 6 months training and / or once probation period completed.)

Accommodation Claims Handler

Based at: Heronslea House, High Street, Bushey, Herts WD23 3HH

Reporting to: Department Manager

Hours: Monday – Friday, 9.00-5.30pm

Job Role: This is a varied and rewarding position based in the Accommodation team focussing on arranging alternative accommodation for customers on instruction from loss adjusters, insurance companies, Housing Associations and other companies within the home care sphere. Candidate must have customer service experience and enjoy working on the phone and must possess high quality communications skills. Experience in accommodation solutions or travel is desirable.

Duties will include but not be limited to:

• Take accurate instructions from all instructing principles covering customer requirements.
• Coordinate bookings between all parties in the appropriate manner and within pre-arranged timescales as per ICAB’s Service Level Agreements.
• Source appropriate accommodation through portals
• Complete all necessary paperwork of accommodation bookings on Microsoft Word and Excel and ensure the audit trail on internal claims handling software package is completely up to date at all times.
• Work primarily on the phone, handling many different claims at any one time whilst keeping paperwork up to date on corresponding claims.
• Organise extensions / cancellations of bookings.
• Managing and keeping up to date on multiple claims at any one time and ensuring they are in line with policy terms and department process.
• Manage and respond to external and internal emails in a timely fashion.
• Handle customer escalations in a positive way and refer unresolved issues to your line manager.
• Take appropriate messages for the Accommodation team and any other staff members.
• Undertake any other reasonable office duties as requested by Managers / Directors.
• It is a requirement to perform all duties under ISO standards.

Competencies:

· Communication & customer service experience

· Attention to detail and accuracy

· Organisation and time management.

· Interpersonal skills including empathy and patience

· Ability to focus on data and portals for long periods

· Ability to learn and navigate new CRM packages

· Maths and English GCSE

Job Types: Full-time, Permanent

Pay: £25,000.00-£26,000.00 per year

Benefits:

• Company events
• Company pension
• Discounted or free food
• Gym membership

Application question(s):

• Do you live within 10 miles of WD23 3HH?

Experience:

• Customer Service in an office environment: 2 years (required)

Work Location: In person