Accommodation Claims Handler Apprentice

Main Responsibilities:

· Take accurate instructions from all instructing principles covering customer requirements.

· Source appropriate rental accommodation through portals

· Coordinate bookings between all parties in the appropriate manner and within pre-arranged timescales as per ICAB’s Service Level Agreements.

· 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, (50% of working day) handling many different claims at any one time (up to approximately 50 rental files at a time rising during surge times) whilst keeping paperwork up to date on corresponding claims.

· Organise extensions / cancellations of bookings and serving notice in an appropriate time scale.

· 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.

· Answer the phone and 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.

· The ideal candidate will be able to demonstrate the ability to ability to work under pressure and multi-task.

Training:

The successful candidate will complete a Customer Service Level 3 Apprenticeship standard.

Training Outcome:

Excellent progression available within the company. The successful applicant will undertake more responsibilities as the Apprenticeship develops with a strong view to securing permanent employment on completion.

Employer Description:
The Insurance Claims Accommodation Bureau (ICAB) are specialists in arranging both planned and emergency accommodation, assisting those who suffer unwelcome events in their home, such as flood or fire.

Working Hours :
Mon-Fri (9am - 5:30pm)

Skills:
Communication skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Administrative skills,IT skills,Team working