Primary Responsibilities

• Acknowledging and putting referrals onto the system
• Data entry and MI checking for new and existing cases
• Report quality checking and sending to customers as per the agreed process
• Allocating cases to cases managers in the desktop team and checking the case against referral criteria
• Seeking joint instruction from claimant solicitors
• Facilitating consent process and Injured Party feedback
• Developing and maintaining a good working relationship with all stake holders (Insurers, Solicitors, Injured Parties, Case Managers and Suppliers/Treatment Providers, Employers)
• Resolving queries to the satisfaction of all stakeholders
• Liaising with stake holders to pursue approval for rehabilitation
• Reviewing, analysing and assessing the status of the cases where you have been set specific tasks ensuring they are progressing as planned in a timely manner
• Understand technical barriers and how these may impact on a rehabilitation plan and react accordingly to facilitate their resolve
• Pursue updates and reports from treatment providers
• Strategic recruitment of suppliers including agreement of terms of business, negotiating fees and service levels
• Financial management of a case including capturing costs, approval, processing purchase and sales invoices
• Provide detailed MI to stakeholders
• Adhere to and facilitate the meeting of service level agreements

Person Specific

We are looking for a candidate who has a proven track record in working in customer service and or who has a degree education and is looking to develop their career in customer service work.

The following skills are desired for any potential candidate;

• Excellent communication and negotiation skills
• Excellent customer service skills
• Excellent telephone manner
• Ability to work under pressure
• Enthusiastic and self-motivated
• Attention to detail
• Excellent Organisation skills
• The ability to communicate and build rapport with people at all levels
• To be able to work independently through own initiative as well as being an effective member of a team
• Able to demonstrate flexibility and adaptability at all times
• Good IT skills, knowledge of MS Word, MS Excel and Outlook

In return you will be offered the following:

• Comprehensive induction, learning, development and coaching program
• Company Benefits