About This Role

• Support Claims Assessors to manage claims portfolio and achieve financial results
• Work co-operatively within the team in achieving agreed service standards and financial results.
• Use and understand agreed claims protocols to deliver excellent financial results and excellent customer service, for example guidelines on chasing medical evidence.
• Support Claims Assessors to meet service delivery measures of agreed service levels and elapsed time.
• Support Claims Assessors meet Technical and quality targets.

• Minimum 5 GSCEs to include Maths and English C and above (or equivalent).
• Working knowledge of Income protection and contracts.
• At least 2 years proven experience in a customer service role within the financial services.
• Excellent telephone manner with the ability to deal with anxious, distressed and sometimes angry customers.
• Customer-focused with a flexible and adaptable approach.
• Strong team player with excellent planning and organisational skills.
• Excellent written communication skills, including drafting clear, detailed correspondence.
• Confident in making decisions, prioritising workloads, and escalating issues when appropriate.
• Strong influencing and negotiation skills with customers, colleagues, and service providers.
• Able to collate, analyse, and summarise information effectively.
• Committed to delivering high-quality work with attention to detail.
• Proactive in developing technical knowledge through continuous self-learning.

The hiring manager to contact is: Sam Williams Email: samantha.williams@dgaviva.com

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