UK- Contractor Connection- Customer Service Advisor

At Crawford & Company we are committed to creating an inclusive work environment. We don’t just talk about diversity and inclusion; we aim to infuse it into everything we do – underpinning our strategy with three core elements:

Consciousness

Capability

Culture

•To proactively manage and resolve complaints and escalations within the repair process adding value to the customer journey.
•Communicating with contractors, policyholders and clients to a high professional standard keeping them informed at key stages.

Please note that this is a Fixed Term Contract to cover Maternity Leave.

• Knowledge of Insurance Principles
• General knowledge of Building Construction
• Clear understanding of Client requirements

• Experience in customer service and relationship management.
• Direct experience as an end-to-end complaints handler.
• Insurance or Construction Qualification or commitment to achieve
• Previous experience in property or building insurance claims handling or knowledge of building repairs highly advantageous

• To deliver a first class complaints and resolution process as part of the end to end repair handling service – progressing repairs efficiently and fairly in a manner that supports the customer and partners our client’s brands and values.
• To deliver excellence by working in partnership with our contractors against the key measures of reduced duration, cost control and customer satisfaction.
• To really understand what matters to the customer and put this first.
• To identify and understand the nature of any blockages and failure demand – take ownership of issues and complaints to identify problems at root cause and adopt to getting it right first time to enhance the customer experience.
• To ensure that time spent adds value to the repair’s lifecycle – undertake value work.
• To take sole responsibility for every repair personally handled – ensure parties are kept informed and work with others to build on end to end flow.
• To accurately validate and process contractor invoices and estimates / repair schedules.
• Build strong relations with colleagues, clients, and contractors to ensure a seamless repair handling service.
• Capture feedback and continuously look for systems and service improvements to enhance the overall repair handling process.
• To promote the Company ethics and values, focus on first principles of getting it right for the customer.

• Enjoys being a team player and openly shares knowledge and skills with others.
• Shows empathy to customers and distils confidence through technical expertise.
• Demonstrates personal integrity in a way which is consistent with the Company’s core values.
• Demonstrates a ‘can do’ attitude and is solution orientated to focus on systems improvement.
• High learning capacity to build on technical knowledge.
• Is open and adaptive to change and shows a flexible attitude to meet the needs of the customer.

• Sound technical skills to proactively manage building repairs.
• Good problem solving skills to identify failure demand and initiate resolution.
• Excellent verbal and written communication skills, to convey technical information in a clear and concise way.
• Well-developed interpersonal skills to build rapport and manage customer expectations.
• Good organisational and time management skills; to co-ordinate and deliver on a variety of actions concurrently, delivering every time to high standards.
• Strong computer literacy skills to make effective use of a variety of ICT platforms and applications.