Claims Handler

Who they are

We believe that life is for living, so you should be able to choose the furniture you want so you can enjoy it without worrying about accidents and damage.

That’s why we’ve developed:

– Furniture Protection Plans to give you total peace of mind
– Professional grade furniture care products to help you keep your home looking its best
– Flexible repair services to enable you to hold on to your loved furniture pieces

Founded in 1915, the Guardsman brand is well known and covers not just the UK, but also operates in North America, Australia and Europe. We have over 100 years’ experience caring for furniture, developing new techniques, tools and products to achieve the best result. We are passionate about nurturing in-house talent and expertise, from expert furniture manufacturing knowledge to award winning products and services and everything in between; we know it’s our job to care for you and your furniture and we won’t let you down.

We’re incredibly proud of our team and pride ourselves on creating a warm and welcoming working environment.

We work hard and we’re passionate about giving the best possible service to our customers and retail partners. Whether we’re registering plans, handling claims or liaising with our network of technicians, we all share the same goal: deliver exceptional service and have fun while we’re doing it.

Job Description

Summary of role
The role of the Claims Handler in the Claims Resolution team is to process consumer claims. You will be expected to follow set processes from assessing, ordering parts to alternative resolutions. You will be dealing with inbound and outbound calls, and you will be required to regularly update the consumers on the files that you will handle. In addition, you will deal with manufacturers and retailers and also offer support to other departments within the company. You will be required to work to set objectives.

Main Duties
• Maintain claims allocated to you within the set SLA’s
• Make formal assessments on claims to decide if they are covered under the policy terms and conditions
• Make cost effective decisions on all claims handled
• Raising Purchase Orders
• Updating consumers on all actions taking
• Liaise with manufacturers and retailers
• Update weekly reports to track where you are against SLA
• Telephones to be answered within set SLA
• Emails to responded to within set SLA
• Handle complaints in the correct manner as set by the underwriters
• Adherence to the business Service Level Agreement targets
• Perform other duties as assigned

The ideal candidate

Skills/experience
Essential –
• Basic office organisational and administrative skills
• Good communication skills
• Good customer service skills
• Able to work on own initiative and ability to prioritise
• Proficient in Microsoft Office applications – Word, Excel, PowerPoint, Outlook