LV= General Insurance have an excellent opportunity to join their Third Party Claims team in Bournemouth as a Third Party Direct Claims Consultant, Level 1. This is a call based position where you will be proactively managing your own caseload of work, performing various administrative tasks off the back of calls.
You will proactively meet the needs of Innocent Third Parties (ITPs) by offering our services and dealing directly with their motor claims, whilst also adhering to the requirements of our customers, claims policies and group strategy. You’ll exhibit the LV brand values and behaviours when dealing with all parties and to manage any complaints in line with the FCA guidelines, ensuring the customer journey is at the forefront of our minds whilst remaining commercially aware.
As part of this role you will be engaging with a range of individuals including, third party customers, garages, engineers and teams across the LVGI business.
This is a permanent full time position. The hours for the role are between 8:00am – 6:00pm Monday to Friday and will be on a 3 week rolling rota with 1 Saturday in 3. This position will be based from our Bournemouth office, due to the pandemic you will be required to work from home temporarily.
What are we looking for?
We’re looking for individuals with excellent customer service skills, you may have gained these from a similar call based role, or a face to face customer service position in hospitality or retail. You’ll be able to deal with customer in a friendly and efficient manner and will have an excellent telephone manner. Any complaints handling experience would be an advantage.
- Excellent communication, influencing and objection-handling skills.
- Letter writing skills.
- Excellent negotiation skills, to include complaint resolution when settling claims with other third parties.
- A good understanding of relevant legislation and claim procedures (not essential).
- A consistent display of LV behaviours and brand values.
What will you be doing?
Build rapport to actively influence Third Parties to use LV’s services (e.g. repair, hire, injury) to proactively manage their claim.
Your main role will be to manage the third party claim including their repairs and hire.
Work proactively, to tight deadlines, and manage own caseload within agreed timeframes whilst remaining outcome focussed.
Adhere to regulatory bodies that govern the claims department, e.g. DPA, TCF.
Actively influence injured Third Parties to deal with LV on a direct basis to reach settlement of their claim.
Identify and evaluate claims requiring referral or escalation to relevant areas within the business e.g. fraud, causation and technical claims including referrals to suppliers.
Identify and recognise severity and type of injury and escalate to the appropriate team/department.
Proactively manage claims involving vulnerable road users (VRUs).
Identify, resolve and escalate complaints ensuring that FCA timescales are adhered to.
Why Work for Us?
Exciting things are happening at LV=General Insurance (LV=GI). Having recently become part of the Allianz family, we’re proud to be one of the largest personal insurers in the UK.
Driven by our pride and passion, we will always do the right thing to inspire trust in our people and our customers. That’s why we’ve made it our mission to become Britain’s best-loved insurer, by helping people look after what they love.
Reward and Benefits
This role is a Band A in the LV= Structure. To find out more about our bands, click to view our FAQ page here. We want you to love what you do that’s why we’ve put together a benefits package that recognises and rewards a job well done.
We’ll give you:
- 24 days' holiday – which increases after two years’ service
- An annual bonus scheme based on company and personal performance
- A flexible benefits package (e.g. discounted retail vouchers, great value dental insurance)
- A competitive pension for which LV= will pay twice the amount you pay, up to 14% (please click here to read more about it)
- A generous 25% discount off our general insurance products including home, pet and travel as well as up to 50% discount on your car insurance
To find out more about our benefits and rewards, please click here.
LV= is an equal opportunities employer who values a diverse and inclusive workplace. We recognise that people work in different ways, and we value alternative viewpoints, celebrate individuality and foster a culture where everyone can bring their true self to work. We are committed to creating a diverse workforce, we accept applications from everyone regardless of your background, beliefs, culture, gender identity, ethnicity, sexual orientation, disabilities and long term health conditions.Apply Now