Small Claims Administrator

15655 | Customer Services & Claims | Entry Level | custPositionClusterCSB | Allianz Partners | Full-Time | Permanent

**Role purpose**

To manage a network of providers for Insurance Repairs and ensure providers meet required timelines, quality reporting and accurate scopes and expand the network as required.

**Key Responsibilities**:
**Customer Accountabilities**:

- To ensure the highest standard in all contacts and interactions with the Internal and External customers (written / phone / face to face).
- Handle and resolve complaints in a professional manner whilst striving for a win / win outcome. Outcome to be achieved whilst demonstrating the Allianz People Attributes.
- Provide optimum levels of customer service by answering any questions professionally, listening and developing a rapport with the client and taking all necessary action to meet customer expectations and solve customer problems in a timely and efficient way.
- Provide quality follow through and excellence in service in all dealings with customers and client companies.
- Actively engage in Work Health and Safety activities to ensure our network act in line with the AzP & Client WHS expectations.

**Financial Accountabilities**
- To monitor repair costs and identify opportunities to drive down repair costs.
- Ensure relevant costs are paid and client billed correctly.
- These outcomes are to be achieved whilst demonstrating the Allianz People Attributes

**Culture**:

- Our culture underpins who we are as an organisation, how we do business and how we interact with the wider community.
- As a Small Repair Network Administrator within this business, you must continue to act as a role model with the below values underpinning your decision and actions as well as owning the responsibility of enforcing these requirements within your team.

**Repair Management**:

- Monitor claims having regard to the validity of the claim, the circumstances surrounding the claim and cost containment.
- Coach builders in report writing and required documentation.
- Ensure Builders meet the required service levels are finalised as expediently as possible.
- Ensure that cost savings are implemented in all appropriate situations.
- Provide regular reports on provider performance.
- Identify regions of opportunity and on board and develop the network of builders.

**Management of Workload**:

- Provide honest and fair assessment of status of workload to management.
- Be prepared to be agile in a dynamic environment.
- Utilise highly refined time management skills.

**As the successful Small Claims Administrator**:
**Property Claims experience.**
- Demonstrate strong customer focus, and possess the energy and tenacity required to succeed in a rewarding and challenging environment.
- Provides superior customer service to both internal and external customers.

**Problem Solving and Decision Making Skills**:

- Able to make decisions swiftly and put decisions into practical use.

**Communication Skills**:

- Ability to communicate, influence and build effective relationships at all levels of the business.
- Background in property Claims management and desktop assessing is advantageous.
- Demonstrated ability manage WHS requirements in the building industry.
- Contract & Vendor Management experience is necessary.
- An intuitive thinker - able to adapt and tailor communications to appropriate audiences
- Proven written and verbal communication skills.

**Professional Approach**:

- Proven high level of professionalism, maturity and candour in daily work ethic.
- Demonstrated ability to deliver results in a high pressure environment.
- Demonstrated ability to work under pressure including the ability to achieve outcomes, prioritise work, meet deadlines, retain personal motivation and tolerance.
- Professional presentation.

**Ability to work autonomously and within a team**
- Demonstrated ability to operate autonomously using initiative, sound reasoning, listening and decision making skills.
- Proven ability to work effectively as part of a team.
- Ability to work in a co-operative manner with other team members and departments.
- Understands that this team is ‘your business’ cherishes running a business and understands the responsibilities for all functions of that business.
- Works within a team environment, treating all team members with care and respect and assisting other team members as needed.
- Encourage and support new team members.
- Be prepared to assist other members of the organisation as required or requested.
- Support team members through punctuality, reliability and attendance.
- To work within a team structure in achieving key performance indicators and objectives, and to be highly focussed in achieving these.