Customer Care Specialist - Claims Messaging

• 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 - Claims Messaging
  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

  ➢India’s Top 10 Best Workplace for Women

  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 received in the claims department. Providing customers and/or partners with information and advice on claims and to make necessary amendments. Making outbound calls to the suppliers and customers to progress 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 Messaging handler, before assessing suitability for other opportunities across the Claims department. 

  Follow department guidelines and procedures taking into account 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. 

  Role & its Responsibilities

  To be ready to communicate to our customers and/or suppliers using messaging, telephony or through back-office contacts.  

  To be flexible to work across multiple Claims programs, eventually becoming proficient in all. 
  Providing customers with all elements of customer claims including potential complaints. 
  To follow department guidelines and procedures considering the requirements of FCA. 

  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 to resolve any issue that may occur during the lifespan of a claim.  

  Showing Empathy and care to customers who may be dealing with a stressful situation after having an accident in their vehicle. 
  To ensure that you maintain a strong work ethic, and the willingness to adapt into other functions within the Claims department depending on business needs.  
  Accurately adding the messaging or other contact summaries to the Claims system from information obtained from each interaction.

  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 within the agreed time scale and actioning reports. 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 always punctual, logged in and available to take interactions at the start of each shift.  

  To resolve customers complaints in the first instance and to follow the complaints procedure for escalation as and when trained to do so. 

  To play an active role in the development of new ideas and procedures and to contribute positively to the culture of the Claims Department. 

  To be always professional and mature, while processing any work stream and while you are in the department or representing the department after work hours. To always show consideration and respect to your colleagues and your environment. This includes general housekeeping and ensuring workstations are neat.  

  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/SCR, 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 are up to date. 

  To be flexible to change including workload, subject matter and to be adaptable to increased scope of work.

  Ingredients to Success

  Positively contribute to team by acknowledging others’ contributions and celebrating their success
  Passionate about our Brand and Customer Service
  Excellent communication skills
  Unlearn and learn new ways of working
  Do It The Right Way, The First Time for the customer 
  Mutual Respect
  Accept change and feedback

  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
• 05/01/2025