Customer Service - Claims

Company Description

Ready to join a team that's leading the way in reshaping the future of insurance?

Here at esure Group, we are on a mission to revolutionise insurance for good!

We’ve been providing Home and Motor Insurance since 2000, with over 2 million customers trusting us to keep them covered through our esure and Sheilas’ Wheels brands. With a bold commitment for digital innovation, we're transforming the way the industry operates and putting customers at the heart of everything we do. Having completed our recent multi-year digital transformation, we’re now leveraging advanced technology and data-driven insights alongside exceptional service, to deliver personalised experiences that meet our customers ever-changing needs today and in the future.

Job Description

We currently have a great opportunity for a target driven individual to join our team. No prior isnurance experience is needed so if you're looking for a new challenge, this could be your chance to learn about the insurance sector and start your esure career, where there is plenty of internal opportunities available.

The Direct Claimant Specialist will use persuasive soft skills to encourage third-party claimants to settle directly through our policyholder’s cover. They will offer repairs, compensation, replacement vehicles, and even personal injury services if needed.

The day to day:

• Delivering a strong capture performance of 65% monthly or above.
• Follow internal esure policy and procedures, and adhere to external standard process and legislation, e.g. equal opportunities.
• Identify and recommend opportunities to improves processes across the department.
• Work collaboratively with peer group to achieve best outcomes for esure.
• Manage own diaries to follow up on any potential capture opportunities that you have been unable to secure on the first attempt.
• Persuade claimant to use esure Network Repairers and Suppliers advising them of esure products when appropriate and providing sales and service contact numbers.
• Ensure availability to manage incoming calls which could potentially lead to securing a third-party capture.
• Identify and feedback all areas of concern involving external suppliers which affect service delivery.
• Identify areas of self-development and work with relevant team leader or assigned training delegate to achieve set goals.

Qualifications

• Experience working within a sales-based role is advantageous
• familiar with a target based environment
• Ability to demonstrate good negotiation and objection handling skills.
• Front line customer support in a target driven role.
• Influencing and negotiating, in particular objection resolution.
• Digital literacy (including the Internet).
• Self-motivated whilst having the ability to work as part of a team.

What’s in it for you?:

• Competitive salary reflecting your skills, experience and potential.
• Discretionary bonus scheme recognising your hard work and contributions.
• 25 days annual leave plus 8 flexible days and the ability to buy and sell further holiday
• Flexible working options, including hybrid and part-time opportunities where applicable
• Company funded private medical insurance for qualifying colleagues
• Career growth supported by training, mentoring, and a whole host of other resources!
• Join our networks and communities to connect, learn, and share ideas with likeminded colleagues.
• Fantastic discounts on insurance products for you and your family.
• 2 paid volunteering days per year and initiatives for a more sustainable lifestyle.
• Internal social recognition tool for colleague appreciation

We are committed to creating an inclusive and diverse workplace where everyone feels valued, respected, and empowered. We celebrate individuality and create spaces where unique backgrounds and experiences can come together. We believe that diverse perspectives drive innovation, in turn enabling us to better serve our customers, community and build a stronger organisation. Our commitment to inclusion extends to every part of our business, from hiring practices to professional growth opportunities, ensuring equal access and support for all.