Customer Care Specialist - Household Claims

• Salary & Benefits
• Fixed CTC INR 4,25,000 + Exciting Incentives + Annual Company shares of £750 + Dividend on shares
• Location
• Gurugram
• Job Advert Description

• Job Description – Customer Care Specialist - Household Claims
  Admiral Group Plc. (UK) and Admiral Solutions (India)

  Know Us:

  The history of Admiral Group (AGp), UK is one of growth, profitability, and innovation. Admiral launched in 1993 with just one brand, zero customers and 57 members of staff. Today we are an international financial services group offering home, van, and travel insurance as well as personal loans and car finance with customers in France, Italy, Spain, the UK and the USA. Headquartered in Wales in the UK, we are proud to be Wales’ only FTSE 100 company. We are proud to have a global presence with offices in Spain, Italy, France, USA, Gibraltar, Canada and India .We serve over 9 million customers worldwide in line with our purpose to help more people to look after their future, always striving for better together.
  In 2023 Admiral has been awarded as one of the World’s Best Workplaces™ in a list published by Great Place To Work®

  At Admiral Solutions (Branch Office of AGp), we truly believe that customers and our front-line staff are at the heart of everything we do. It is the customer who sign our checks, and then it is our front-line staff who makes it happen for us. When you join Admiral, you join ~11000 family members worldwide with one common goal of delivering brilliant Customer Experience every day, right from the first call or interaction of the day.

  Since 2012, Admiral Solutions Gurgaon, Haryana, India, has its sole purpose defined to help our UK-based customers and global colleagues to leverage the time zone difference. Now with almost 11 years of experience, from 16 to ~2600 employees working with our different departments, we provide contact center support to our end customers. We have high standards of engagement culture and people practices, and this is testimony to the plethora of recognitions we have earned in the last couple of years. Here is the list of the latest ones:
  ➢64 in the Top 100 Companies to Work,
  ➢Top 75 Companies for Women to Work For
  ➢Top 25 Companies in the IT/BPM in Mid Size
  ➢India's Best Workplaces Building a Culture of Innovation by All - Mid-size
  ➢Top 100 IT-IT/BPM companies in Large Size
  ➢Best workplaces in Professional Services
  ➢Ranked 79th in India’s Top Large IT/ITES Companies 2024-25

  Why Work with Us?

  As part of our commitment to be an open, supportive, and inclusive workplace, we foster a healthy work- life balance. This makes our staff thrive in an environment which helps them grow professionally and personally.We have DEIB Council (Diversity Equality Inclusiveness & Belonging) which helps our staff to showcase and hone their alternative talents with likeminded peers. It also allows them the opportunity to improve their leadership and collaboration skills. Have a look at some of the employee benefits we provide:
  ➢Free Meals (while working from office)
  ➢Free Cab Services with App enabled booking & tracking.
  ➢Free Medical, Accident and Life Insurance
  ➢Annual £750 equivalent Company Shares to every staff member
  ➢Opportunity to earn performance-based monthly variable amounts, and additional pay-outs occasionally (subject to discretion of the department)
  ➢Opportunity to enroll in learning & development courses.
  ➢Opportunity to be nominated to travel to our global offices.
  ➢Opportunity to grow within the organization.

  Flourish your skills and talents by joining the DEIB community.

  Summary of the role

  To process and deal with claims contact (inbound calls) received in the Household Claims department. Providing customers and/or partners with information and advice on claims and to make necessary amendments. Making outbound calls to the customers and suppliers to check the progress of their claim as and when required. Claims is an ever-evolving department, and there will be a need to be flexible and adaptable for any new opportunity and role that would be suitable for your skillset. The role will start as a Household Claims handler, before assessing suitability for other opportunities across the Claims department. Follow department guidelines and procedures considering the requirements of our regulators.  A fundamental requirement of your role is to provide an excellent level of customer service to our customers and to maintain a high quality of work whilst retaining the business for all brands. To assist with staff training where required. To deal with all customer interactions with empathy and care when assisting in a highly emotional and stressful period of their life. 

  Minimum Education: 10+2

  Shift Timings: 6:30 AM IST - 2:30 AM IST

  Working Days: 5 days working in the week

  Fixed CTC: INR 4,25,000/-

  DOJ: 13-11-2024

  Location: Flexibility to work both from home and office basis business requirements (fully vaccinated)

  WFH (Work From Home) – need assurance of a noise free quite/separate room providing an ability to work without interference, continuity and maintaining complete data integrity. There is a need for an existing stable Wi-Fi connection from a reliable telecom vendor having a minimum speed of 50 mbps and uninterrupted power supply.
  WFO (Work From Office) - we do ensure that we take adequate safety precautions and remain compliant with government prescribed rules and regulations.

  Role & its Responsibilities

  To be available to manage your workload for 7.5 hours per day and ensure our customers receive a first-class service.
  To ensure work is dealt with accurately and follow up as necessary. This would include updating policy and claim system notes timely and accurately. To ensure that all work is compliant and fits within the targeted framework we have for this area.  
  To ensure that sickness is kept to a minimum and reported as per the guidelines in the big book. To be punctual, always logged in and available to take interactions at the start of each shift.
  To maintain and build on the team’s working relationship with other teams and departments.

  To take an active interest in the department results and customer matters measures and be aware of how you can contribute to improving our score each month.
  To attend regular team meetings and make a positive contribution, ensuring that communication is two-way.
  To ensure that any problems you identify during your working day are flagged up immediately to your TM/SCE/SCC, however, make decisions relevant to the training you have received.
  To motivate yourself and demonstrate an organized and methodical approach to your workload and keep policy notes up to date.
  To be flexible to change including workload, subject matter and to be adaptable to increased scope of work.

  Ingredients to Success

  Effective Communication: Clear and empathetic communication with customers, effective listening etc.

  Customer Focus: Understanding and addressing customer needs efficiently and empathetically

  Flexibility in handling various customer situations

  Meticulous/Attention to Detail: Ensuring accuracy in processing customer information

  Resilience: Managing stress and maintaining composure during calls

  Our success goes hand-in-hand with having a strong culture where we put our people and customers first. Our philosophy is simple yet effective: people who like what they do, do it better, and this in turn, means that our customers receive the level of service and products that they deserve. Our culture is honest, open and wholeheartedly focused on four key areas: Communication, Equality, Reward & Recognition, and Fun.

  Contact Us

  Admiral Solutions (EUI Limited), 4th and 5th Floor, Building 6 B, Gurgaon Infospace IT/ITES SEZ, Candor Techspace, Dundahera, Sector 21, Gurgaon, Haryana - 122016, India

  E-mail: delhirecruitment@admiralgroup.co.uk or documents@admiralgroup.co.uk

  Admiral Solutions is an equal opportunities employer and makes employment decisions without any bias to race, colour, religion, sex, sexual orientation, gender identity, and disability. All candidates applying are subject to successful completion to background verification checks.

  To know more about us, feel free to visit the below websites for more information.
  www. admiralgroup.co.uk
  www. www.admiralsolutions.in
  www.admiral.com

• Closing Date
• 13/11/2024