Job Title Customer Claims Insurance Coordinator
Immediate Manager Insurance Manager
JOB PURPOSE
The Insurance Customer Claims Insurance Coordinator is responsible for the efficient handling of all insurance-related tasks and customer enquiries in a timely and professional manner.
The Customer Claims Insurance Coordinator reports to the Insurance Manager and is responsible for assisting with all aspects of insurance claims and administrative duties, specifically those relating to customer vehicle damage, splashback complaints and fuel contamination issues but not limited to.
The Customer Claims Insurance Coordinator may be required to prepare spreadsheets, reports, and draft bulletins to maintain databases and assist in general insurance operations.
MAIN ACCOUNTABILITIES
- Address customer enquiries and concerns related to insurance claims with professionalism and efficiency.
- Provide clear and timely communication to customers regarding their insurance claims.
- Log all claims and related communications on the system.
- Work with Contract Managers, Area, and Regional Managers to resolve insurance customer claims.
- Direct unresolved insurance issues to the appropriate teams.
- Monitor and provide feedback on the efficiency of insurance processes, ensuring all procedures are followed.
KNOWLEDGE AND SKILLS REQUIRED
- Previous customer service administration experience is essential.
- Excellent communication skills: verbal, electronic, and written.
- Highly computer literate with excellent working knowledge of Microsoft Office programmes.
- Excellent organisational skills with the ability to prioritise tasks and work to deadlines.
- Ability to achieve targets whilst maintaining accuracy.
- Ability to develop positive working relationships with colleagues and external contacts.
- Rational decision-making and judgement.
COMMUNICATIONS
Internal Contacts:
- Insurance Manager
- Area Managers
- Infrastructure
- EV
- Managing Director, Operations
- Other Directors
- Operations Directors
- Other Head Office Personnel
- Regional Managers
The main external contacts of the post are:
- Representative(s) from external insurance and claims companies
- Customers
- Contract Managers
- Insurers
- Loss Adjusters
- Solicitors
You will be passionate about delivering excellence in insurance operations and customer service, with the ability to apply industry experience to improve the efficiency of insurance processes.
- Adequate knowledge of the workings of a petrol station forecourt.
- Effective communication skills, including verbal, electronic, and written.
- Highly computer literate with excellent working knowledge of Microsoft Office programmes.
- Excellent organisational skills with the ability to prioritise tasks and work to deadlines.
- Strong customer service skills with the ability to handle challenging situations professionally.
- Ability to achieve targets while maintaining accuracy.
- Ability to develop positive working relationships with colleagues, customers, and external contacts.
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The Company
MFG is committed to being a great place to work. We are very proud of what we do and are continually striving to be better. At MFG, we encourage our people to take responsibility, embrace change and challenge the norms.
We have a culture of striving to deliver the best service to our customers while also bringing out the best in our people. We recognise the strength of teamwork and we celebrate our successes together. Our people are rewarded well for their efforts, recognising the valuable contribution that everyone makes to our business.