Claims Helpdesk Officer - QBE Management Services (UK) Limited : Job Details

Primary Details

The opportunity

We have an exciting new position as a Claims Helpdesk Officer to be a part of our growing Automotive Protection team. Your primary focus will be examining, evaluating, and processing complex Claims estimates and paid Claims values in accordance with policy terms and conditions and QBE Claims Philosophy.

Joining an experienced, supportive team in this market-facing role you will have the opportunity to develop relationships with our global clients and expand your product knowledge across Vehicle Mechanical & Electrical Warranty; GAP; Tyre; Alloy Wheel; Scratch & Dent.

Your new role

• Investigate and resolve all types of claims in a technically excellent manner ensuring they are settled at optimum costs.

• Ensure that claims are calculated correctly.

• Identify and investigate coverage issues to ensure that the Company’s liability is in line with contractual commitments.

• Manage disputed claims and other material claims issues to resolve as quickly and economically as possible.

• Ensure claims files are compiled and maintained in a logical and accessible manner and that coverage and/or other claims issues are clearly documented.

• Assist with audit and peer reviews.

• Assist with technical projects.

• Identify possible improvements to processes.

• Ensure that claims handling and correspondence are responded to within agreed timeframes to provide a professional service to clients.

• Understanding of dealer operations and their relationship with manufacturers and dealer networks.

• Work as a team member sharing skills and knowledge order to provide excellent claims handling advice.

• Develop/ maintain in-depth knowledge of relevant claims portfolio, to ensure delivery of accurate information to Underwriters and Management when requested.

• Occasional travel to support dealer training and relationships.

About you

• Excellent customer service & customer focus.

• Excellent Interpersonal skills including conflict resolution.

• Basic knowledge of MS office package including Word and Excel.

• Level of theoretical motor vehicle technical knowledge (gained in a mechanical role; vehicle aftersales, motor warranty, service, or repair.)

• Relevant automotive mechanical industry qualification is desirable.

• Knowledge of insurance business process or motor insurance (road risk) is desirable

• Work experience in extended warranty claims environment is desirable.

Why QBE?

We understand that one size doesn’t fit all and that priorities can change depending on your life stage. That is why our blend of wellbeing initiatives and benefits offer flexibility to suit what matters most to you. It’s in the culture of our business, our QBE DNA, to support our people. Everything we do is underpinned by our QBE DNA - because we know it’s not just what we do that matters, it’s how we do it that makes the difference.  In addition to this, we also offer flexible parental leave for both parents and have several employee network groups that support and empower our diverse workforce. 

At QBE, we view our people as our most precious asset. We understand the importance of fostering a work environment that is responsive to the changing needs of today's workforce. QBE aims to build a workplace that is fair and inclusive because we want to attract and retain the best people to do the job, we have adopted flexible working across the company and welcome this conversation (https://careers/flex-qbe/).  

Some of the award’s QBE are proud to have won, been a finalist for, and shortlisted for include;? 

5-star Diversity, Equity and inclusion (DEI) awards, 2023 Winner - Insurance Business Canada  

Employer of the Year 2022Winner – Insurance Insider 

British Claims Awards 2022 Winner - InsurTech Award? 

Insurance Times Claims Excellence Awards 2022 Winner - Claims Product Solution of the Year? 

Working Families Best Practice Awards 2021 Finalist for:Best COVID-19 Response?? 

Insurance Post British Insurance Awards 2022 Shortlisted for: Best Customer Care, Diversity & Inclusion Initiative of the Year 2022, Specialist Insurer of the Year (for Construction), General Insurer of the Year? 

We are proud to have partnerships with organisations such as Stonewall and Working Families, and our commitment to the Women in Finance Charter, the UN Women’s Empowerment Principles and Race at Work charter helps keep us accountable and transparent 

Inclusion of Diversity 

We are striving to create a workplace culture where all our people feel included, and we are committed to building a diverse workforce that is reflective of the communities we operate in. 

We know that diversity of thought, background and experience enables better decision making, improves the quality of our delivery and helps us to meet the needs of our customers.?  

ESG & Sustainability 

At QBE, we believe that integrating sustainability into our business helps us deliver on our purpose of enabling a more resilient future.  Our three key focus areas include fostering an orderly and inclusive transition to a net-zero economy, enabling a sustainable and resilient workforce and partnering for growth through innovative, sustainable and impactful solutions. For further information regarding QBE’s sustainability targets, including our net-zero pledges and inclusion of diversity targets, and our award-winning impact investment initiative ‘Premiums4Good’, please visit our Sustainability homepage and read our latest Sustainability Report (Link).