Castle Donington, Leicestershire
Claims Case Handler
Countrywide Surveying Services
About the role
The Claims Team handle complaints received from our customers in respect of mortgage valuations and surveys which Countrywide Surveyors have undertaken after the mortgage or sale of a property has been completed. These claims are mainly in relation to defects found in the property after occupation or their settlement period but may also be in relation to service, conduct or quality.
The day to day
You will be passionate about customer experience and the delivery of exceptional customer service. You will utilise your problem solving and decision making skills to investigate concerns raised in relation to defect claims. You will have the ability to resolve complaints in a responsible and straightforward manner, allowing for a fair outcome to both the claimant and company. You will have a personable approach and work to a high professional standard, ensuring effective communication between both stakeholders and the claimant.
Your responsibilities will also include:
Liaising with all relevant parties to investigate complaints
Acknowledging, investigating and responding to complaints within the agreed service standards
Liaising with various stakeholders to capture all relevant information to make an informed and responsible decision on complaints.
Managing expectations by keeping claimants and other stakeholders updated on the progress of complaints
Providing high quality professional and straightforward written responses to complaints.
Assisting in the preparation of Ombudsman review files.
Working closely with and supporting other team members using areas of key expertise and experience to best effect.
Contributing to team meeting and discussion, proactively seeking to improve internal processes and knowledge.
Helping identify, key trends and root cause in complaints and assisting with feedback to the field.
Providing a high level of customer service that aligns with the companys core values; personal, responsible, straightforward and passionate.
Your skills and experience
You will have thrived and enjoyed working with in a Customer Care focused environment, preferably with a legal qualification or you may be working towards one.
You will be interested in residential property and experience in either working in that environment or perhaps just for pleasure. We are looking for someone who is property aware and will understand the difficulties our customers face when things go wrong.
Excellent written and verbal communication skills
You will have enjoyed working as part of and contributing in a successful team environment.
Self-motivated with the ability to prioritise essential tasks.
Ability to resolve complaints at first point of contact
A proven track record of high level problem solving and decision making skills in complex and difficult situations.
Why join us?
At Countrywide, our passion for property and strong focus on people set us apart. We dont see buying, selling, renting and letting as processes – for us, theyre all about important, life-changing moments. We empower our people to create exceptional experiences. The size and scale of our business will open up huge opportunities for you, whether you want to broaden your skills by taking on a different role or progress upwards to take on more and more responsibility. Meanwhile, the fact that were always highly responsive to change makes this an incredibly exciting and inspiring place to develop your career.
We offer full induction training as well as support for your ongoing development and progression. That will include informal training programmes as well as more structured learning initiatives. Its all about making sure you get the satisfaction you need to be at your best.