Work From Home Customer Service jobs

REMOTE

Role Overview

The Technical partner will be responsible for managing all service and technical aspects of subsidence claims that meet an agreed-upon set of criteria. From the point of claim validation through to final completion, this role will involve full ownership of the claim process. The Technical partner will ensure successful mitigation of claims, assessment of monitoring data, instructing and approving schedules, and managing repair work efficiently. This position also plays a critical role in ensuring a seamless customer experience by providing regular and meaningful updates, ensuring the accuracy of the claim action plan, and maintaining clear communication with the customer throughout the entire claims process. The role requires strong technical expertise, attention to detail, and a commitment to delivering high-quality service while ensuring customer satisfaction.

Key Responsibilities

• Ensure claims are processed efficiently and in line with SLA’s and KPI’s
• Assess technical data, including monitoring information and reports, to determine the most appropriate course of action for each claim.
• Ensure that all mitigation is completed successfully and in line with our strategies and philosophies
• Instruct and approve schedules to ensure timely execution of remedial works
• Work closely with external contractors and specialists (monitoring) to ensure that all activities are performed as per agreed timelines and specifications.
• Ensure all repairs are completed within budget and timeframe, and confirm that the customer is comfortable with the works
• Act as the primary point of contact for customers, providing regular, clear, and meaningful updates regarding claim progress, technical information and mitigation activity
• Maintain proactive communication with customers, ensuring they are fully informed at all stages of the claims process and feel supported throughout.
• Develop, maintain, and monitor the accuracy of claim action plans, ensuring they reflect the latest status, actions taken, and next steps.
• Ensure all stakeholders involved in the claim process are aligned with the plan and aware of their responsibilities.
• Collaborate with other departments such as mitigation and IGUS to ensure seamless claim progression.
• Coordinate and liaise with internal teams and external parties to ensure effective resolution and management of claims.
• Monitor the status and progress of claims, identifying potential issues or delays and taking proactive measures to resolve them.
• Ensure claims are concluded efficiently while maintaining a focus on customer satisfaction and the quality of service.
• Identify process improvements to enhance the efficiency, quality, and customer satisfaction of the claims process and share with Operations Manager

Skills Required

• In-depth understanding of subsidence related issues, including damage, and the methods used for monitoring and mitigation.
• Familiarity with subsidence-related terminology, diagnostics, and repair techniques.
• Ability to develop, maintain, and update accurate claim action plans.
• Strong analytical skills to assess monitoring data, technical reports, and other relevant information to make informed decisions.
• Ability to identify potential issues early in the claims process and take appropriate action to prevent delays or complications.
• Strong organisational and time management abilities to oversee multiple claims simultaneously, ensuring all tasks and schedules are executed on time.
• Excellent communication skills to provide clear, concise, and regular updates to customers regarding the status of their claims.
• Strong interpersonal skills to build positive relationships with customers, colleagues, and external stakeholders.
• Ability to manage customer expectations, answer technical queries, and maintain a professional, empathetic approach throughout the claims process.
• High level of attention to detail to ensure accuracy in monitoring data assessment, claim action plans, schedules, and repair work.
• Ability to review technical reports, data, and schedules with precision to ensure all steps of the claim process are thoroughly understood and followed.
• Strong team collaboration skills to work effectively with internal departments such as IGUS and mitigation
• Empathy and professionalism in handling customer enquiries, complaints, and feedback while maintaining a focus on claim resolution.

Job Type: Full-time

Pay: Up to £32,000.00 per year

Benefits:

• Additional leave
• Company pension
• Health & wellbeing programme
• Life insurance
• Private dental insurance
• Sick pay

Experience:

• Subsidence claims: 3 years (preferred)
• complex Subsidence claims handling : 2 years (preferred)
• general perils claims handling : 3 years (required)

Work authorisation:

• United Kingdom (required)

Work Location: Remote