Accommodation Claims Handler Apprentice

Summary

This rewarding role in the Accommodation Team involves handling customer service tasks for long- and short-term alternative accommodation bookings. The ideal candidate has customer service experience, is efficient, organised, and comfortable working on the computer and phone, with strong communication skills.

Wage: £19,000 a year
Minimum wage rates (opens in new tab)
Training course: Customer service specialist (level 3)
Hours: Mon-Fri (9am - 5:30pm)
40 hours a week
Possible start date: Monday 10 March
Duration: 1 year 6 months
Positions available: 1

Work

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

Main Responsibilities:

· Take accurate instructions from all instructing principles covering customer requirements.

· Source appropriate rental accommodation through portals

· Coordinate bookings between all parties in the appropriate manner and within pre-arranged timescales as per ICAB’s Service Level Agreements.

· Complete all necessary paperwork of accommodation bookings on Microsoft Word and Excel and ensure the audit trail on internal claims handling software package is completely up to date at all times.

· Work primarily on the phone, (50% of working day) handling many different claims at any one time (up to approximately 50 rental files at a time rising during surge times) whilst keeping paperwork up to date on corresponding claims.

· Organise extensions / cancellations of bookings and serving notice in an appropriate time scale.

· Managing and keeping up to date on multiple claims at any one time and ensuring they are in line with policy terms and department process.

· Manage and respond to external and internal emails in a timely fashion.

· Handle customer escalations in a positive way and refer unresolved issues to your line manager.

· Answer the phone and take appropriate messages for the Accommodation team and any other staff members.

· Undertake any other reasonable office duties as requested by Managers / Directors.

· It is a requirement to perform all duties under ISO standards.

· The ideal candidate will be able to demonstrate the ability to ability to work under pressure and multi-task.

Where you’ll work

Insurance Claims Accomodation Bureau Ltd, Heronslea House, High Street

Bushey

WD23 3HH

Training

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation

METAGEDU APPRENTICESHIPS LTD

Your training course

Customer service specialist (level 3)

Equal to A level

Course contents

Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
Service Improvement: Make recommendations based on your findings to enable improvement
Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

Your training plan

The successful candidate will complete a Customer Service Level 3 Apprenticeship standard.

Requirements

Essential qualifications

GCSE or equivalent in:

Maths (grade 4-9)
English (grade 4-9)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
Attention to detail
Organisation skills
Customer care skills
Problem solving skills
Administrative skills
IT skills
Team working

Other requirements

Starting salary of £19,000

About this company

The Insurance Claims Accommodation Bureau (ICAB) are specialists in arranging both planned and emergency accommodation, assisting those who suffer unwelcome events in their home, such as flood or fire.

After this apprenticeship

Excellent progression available within the company. The successful applicant will undertake more responsibilities as the Apprenticeship develops with a strong view to securing permanent employment on completion.

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