Claims Advisor

We currently have an opening for a Claims Advisor working within Operations Customer Relations Team.

What you will be doing as the Claims Advisor
You will handle written and telephone contacts from customers who wish to make a claim against Thames Water. Responsible for owning your own caseload of customer cases from beginning through to resolution. Manage your own workload under pressure, ensuring work is completed accurately within business and regulatory timeframes. As part of your role, you will also cover the Claims phone line receiving calls from customers making a claim or wanting an update on their existing claim.

Duties to include but not limited to:

• Recording all your work with precision and detail using a CRM system
• Investigating various systems used by other areas of the business 
• Having the confidence to deal with differing opinions from the business about how to resolve a claim
• Negotiating with a wide range of stakeholders within the business to achieve the right outcome for the customer and the company
• Escalating the claim to senior stakeholders to challenge decisions which you believe are wrong
• Liaising with our Insurance and Legal teams
• Inbound and outbound telephone calls
• Receiving quality monitoring, coaching and feedback

What you should bring to the role 

• Excellent investigation skills
• Confidence to be able to deliver a denial to a customer and handle the conversation effectively and professionally helping the customer to understand the reason why
• Outstanding communication skills, with the ability to communicate with customers and internal and external senior stakeholders
• Excellent organisational and prioritisation skills
• Outstanding written skills, with the ability to create a professional letter in various styles.
• Negotiation skills so you will be able to communicate with both internal and external senior stakeholders to resolve claims, sometimes for significant sums
• IT literate, and can use MS Office, email and other company software effectively
• Ability to work under pressure to meet demanding targets and timescales
• Flexible and positive to ever changing customer and business needs
• Team player
• Willing and able to learn new software, skills and processes as required

 We would be particularly interested in hearing from applicates that have:

• An understanding of the Operations Clean and Waste business
• An understanding of property damage claims
• Knowledge of internal systems and processes like WFM, CRM, C4C, SWIMS
• Case Management skills
• Complaints/Claims handling skills

What’s in it for you?
The role of the Claims Advisor is a unique opportunity for an experienced customer services agent to work with a small, friendly, select team. You’ll be liaising with contractors and our legal team with no two days the same. We offer full inhouse training.
Hours: Monday – Friday with hours 8.00-15.45 and 9.15-17.00 alternate weeks 
Base Locations: Hybrid - Kemble Court - RG2 6AD, Hybrid - Walnut Court - SN2 8BN

• A starting salary of £22,524 and up to £28,000 depending on skills and experience   
• 24 days holiday per year increasing to 28 with the length of service. (Plus bank holidays) 
• Contributory pension
• Personal Medical Assessments – Open to all once a year
• Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing

Who are we? 
At Thames Water, our purpose is crystal clear - to deliver life’s essential service so our customers, communities and planet can thrive.  

Water is life’s great leveller. Every living thing needs it, every single day. From people to plants, birds to bees, farms to factories, we all need it to thrive, and we’re committed to taking care of it for us all. 

But keeping water flowing is becoming harder. From scorching summers to wetter winters, extreme weather affects everything from our pipes to our local rivers. We must keep millions more kettles boiling, public services operating, washing machines spinning, showers running and more, so every drop is more precious than ever. Are you ready to play your part? 

Working at Thames Water 
At Thames Water, we recognise that people are at the heart of our business. To help us succeed in providing life's essential service, we need a range of skills and capabilities, representative of society throughout our business. 

We seek to attract and retain a cultural mix of people who can offer different but complementary attitudes, values, talents, and knowledge. We understand the importance of appreciating and harnessing the unique skills, experiences, backgrounds, and differences that each individual brings. 

Our over-arching diversity and inclusion aim is to ensure Thames Water is a diverse and inclusive great place to work. We encourage applications from everyone and offer extra support for those who need it throughout the recruitment process. 

Find out more about working at Thames Water. 

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business, meet colleagues and earn some extra money along the way. 

Disclaimer: Due to the high volume of applications we receive, we may close the advert earlier than the advertised date. We encourage you to apply as soon as possible to avoid disappointment.