Customer Service Claims Associate - Glasgow, United Kingdom - Sedgwick

Description

Taking care of people is at the heart of everything we do, and we start by taking care of you, our valued colleague. A career at Sedgwick means experiencing our culture of caring. It means having flexibility and time for all the things that are important to you. It's an opportunity to do something meaningful, each and every day. It's having support for your mental, physical, financial and professional needs. It means sharpening your skills and growing your career. And it means working in an environment that celebrates diversity and is fair and inclusive.

A career at Sedgwick is where passion meets purpose to make a positive impact on the world through the people and organizations we serve. If you are someone who is driven to make a difference, who enjoys a challenge and above all, if you're someone who cares, there's a place for you here. Join us and contribute to Sedgwick being a great place to work.

Great Place to Work
Top 100 Most Loved Workplace
Forbes Best-in-State Employer

• Are you looking for a new challenge and are passionate about delivering excellent customer service?
• Do you have great attention to detail?
• Would you enjoy being part of a bustling, supportive team with a caring counts culture?
• Is a flexible work/life balance important to you?
• Would long-term career growth in an IBUK recognised '2024 Top UK Insurance Employer' spark your interest?

If you've answered yes, then a role as a Claims Associate could be the opportunity you have been waiting for

Wherever you are in your career, we can support you to achieve your goals. A role with Sedgwick opens the door to many benefits, including:

• Structured programmes with clear timescales & transparent career pathways
• Fully supported professional qualifications with rewards
• Truly flexible working
• Competitive salary
• Employee assistance programme for employee wellbeing
• Life assurance
• Group Income Protection

Our other benefits include:

• Private healthcare plan (including pre-existing conditions)
• A Self Invested Personal Pension Scheme
• Annual leave allowance of 25 days + public holidays
• Voluntary benefits – Purchase extra holidays, dental cover, cycle to work scheme, season ticket loan, wellbeing and digital GP apps

The Role:

As a Customer Service Claims Associate you will work collaboratively, providing support across our Home Adjusting division, assisting with successful conclusion of domestic claims. How you approach this role will require you to think differently. You will be a connection point throughout the claims journey for the customer and other stakeholders. To be successful, you will need to consider the behaviours required to ensure we place our customers at the heart of everything that we do.

Making a claim can be a traumatic experience for the customer. Their home may become uninhabitable due to the extent of damage, or they could be affected by the loss or damage of sentimental belongings.

You may at times be faced with customers who are either angry or very emotional about their situation – it is critically important that you take the time to listen, connect and empathise with the customer, demonstrating you understand how difficult the situation is for them, ensuring that they are provided with a personalised level of support throughout the initial claims process – paying particular attention to any indicators of vulnerability.

Our aim is to provide you with an environment where you can truly listen, and connect, demonstrating you understand how difficult the situation is for each customer and work to provide a personalised level of support throughout the claims process.

• Ensure that for every call, with every customer, you are delivering outstanding customer service
• Accurately take details of the claim from the customer and log the details
• Set clear expectations of the service journey with the customer
• Become familiar with the policy/procedure requirements
• The ability to empathise with customers and hold difficult conversations where needed
• Able to learn and understand new complex systems

We'd be very interested to hear from you if you have the following:

• Exceptional customer service skills
• A positive and pro-active attitude to exceeding client and customer expectations
• Professional and friendly telephone manner
• Strong written communication skills
• IT Literacy
• As a global business, we are always interested in hearing from candidates with bi-lingual or multi-lingual skills.

When you'll work:
Usual working hours are 35 per week during Monday – Friday, 8am until 6pm, however, colleagues should be flexible so that they can be available to service additional claims driven by surge periods to ensure we deliver client service requirements.

Where you'll work:
This role is based in our Glasgow office where you'll experience bright and open surroundings which offer excellent areas for collaboration as well as desk space. It's an ideal environment for working alongside and interacting with fellow colleagues.

Working at Sedgwick

Our company is a place where creative and caring people of all backgrounds can be challenged, grow as individuals, and feel a higher purpose in the unique value they bring and the difference they make in the lives of others. We celebrate our differences; cultivating uniqueness and belonging allows us to connect with our consumers on a personal level, understand our clients' needs, support the communities in which we operate, and perform at our best.

We're passionate and understanding about our colleagues – so we have built flexibility into our colleague working model. If you wish to work from home for part of the week, splitting your working time between the home and office or change your hours so you can collect your children or care for someone in your family, we're supportive of that. As a flexible employer, we're happy to discuss options that take into consideration your personal needs for this position during your interview.

Applicants who are successful at interview will be, as part of pre-employment screening, subject to: ID document verification, credit check, address verification, employment verification, employment gap verification, UK DBS, UK financial regulator search, anti-money laundering search, directorship search and global watch list check.

Sedgwick is committed to Equal Opportunity and Diversity. We aim to ensure that no job applicant or employee receives less favourable treatment on the ground of race, colour, nationality, religion, ethnic or national origins, age, gender, marital status, sexual orientation or disability.

#LI-ONSITE

Sedgwick is an Equal Opportunity Employer.

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Sedgwick retains the discretion to add or to change the duties of the position at any time.