An exciting new role has arisen for our highly reputable and expanding client, working in modern, prestigious offices with an extensive employee benefits list including 25 days holiday, contributory pension, on-site gym and exercise facilities, employee awards process and working hours of Mon-Friday 9.00-5.00 (35 hour working week). Job Purpose To support the Dispute Resolution function by processing new and existing DRS issues in line with the Warranty Document process, aiding and supporting DRS Operations Manager and Head of CSU, liaising as necessary with Technical Surveyors and operating strictly within FCA regulations and guidelines. Overview of Responsibilities To take incoming calls from policyholders and homeowners To make outgoing calls as required to policyholders and homeowners to assist and advise on the disputes and issues raised. To assist in developing an efficient process to deal with all new applications, operating in line with TCF and general FCA principles To adhere to all processes, ensuring applications are dealt with efficiently and relevant referrals to Line Manager and/or Technical Surveyors are made as appropriate. To use the BIS system and all other necessary applications to log, track and pro-actively action the issue. To identify to the Head of CSU and Head of Claims any contentious/litigious issues at the earliest opportunity. To achieve all Key Performance Indicators, including the achievement of agreed customer service improvement targets. To maintain professional competence by complying at all times with the Company’s Training and Competency Procedures. To ensure that client files in relation to Claims are reviewed in accordance with the Company’s compliance plan, findings recorded and information reacted to as part of the Company’s management information process. To comply at all times with the requirements of the Financial Services and Markets Act 2000 and FCA Rules. To undertake any other duties as reasonably required Experience / Skills Good knowledge of the Company’s claims systems and procedures Working knowledge of FCA Regulations Proven experience of understanding and the importance of providing excellent customer service A general understanding of the insurance market and related products A good understanding of latent defects principles Ability to deal professionally with clients/management/staff at all levels To be self-motivated and develop ability to motivate others Excellent communication skills, written and oral Achievement or target focused to be able to meet deadlines and manage own workload within agreed parameters. If you feel you have the relevant skills and experience, please forward a copy of your CV. If you haven’t heard from us within 1 week, please assume your application has been unsuccessful.